Job Description

Provides supervision in the daily tasks of the front desk, bell desk, Valet, and PBX teams. Supervise day-to-day operations of the Hotel Front services to achieve customer satisfaction and quality service while assuring compliance with policies and Standard operating Procedures. Creates a fun and exciting work environment for our employees as well as our guests. Seeks employees input on new ideas to improve service standards. Promotes a positive work environment creating opportunities to increase customer satisfaction scores. Responsible for training, develop and motivate employees to increase employee retention.

• Greets and welcomes customers with a smile and takes pride in being a Harrah’s team member and serves as a Hotel Management representative, and customer service role model for employees.
• Directs the day-to-day operation of the shift to ensure each guest experiences a level of service and comfort meeting Harrah’s standard.
• Prepares reports daily to detail Hotel activities and the Hotel’s financial results.
• Schedule staff in accordance with business demands.
• Recommends changes for assigned personnel, including hiring, promotion, demotion, and release of personnel.
• Approves wage and salary adjustments for personnel within established limits.
• Approves regular vacation and recommends leaves of absence.
• Provides coaching and written documentation of positive and corrective work-related activities.
• Prepares and coordinates performance reviews of assigned personnel, including four-week, eight-week, ten-week, 90-day, six month, and annual reviews.
• Establishes and administers policies and procedures pertaining to the Hotel Department and assures adherence to them.
• Properly inform all employees of changes in programs and events by means of daily BUZZ sessions, memos and or e-mail.
• Handles guests’ complaints, taking corrective action as necessary including incident reports.
• Handles all guest inquiries with promptness.
• This includes billing inquires, travel agents, and research of disputed bills utilizing Family-Style Service house rules.
• Provides direction and training to all employees to maintain a positive and fun working environment.
• Understands, values, and supports the Harrah’s mission statement.
• Builds relationships with guests during their visit.
• Must have knowledge of all services available on property to communicate information accurately and clearly to guests and employees.
• Maintains knowledge of emergency procedures including employee and guest related responsibilities and evacuation procedures.
• Performs other managerial duties as deemed appropriate.
• Meets the attendance guidelines of the job and complies with all state, federal and regulatory policies, and procedures.
• Spends time interviewing, training, and selecting employees.
• Conducts Performance Reviews
• Makes or recommends wage increases and promotions.

• Resolve guest problems efficiently and in a courteous manner.
• Generate, review, and analyze a variety of reports daily in order to monitor efficiency and costs.
• Provide input into both short- and long-term goals and assist in implementing specific strategies to achieve the goals.
• Report problems found in operation and any unsafe equipment or unusual situations requiring action.
• Attend all training classes as directed by the company.
• Attend and participate in pre-shift department meetings.
• Performs other tasks as assigned by management.
• Provides for safety and security.
• Monitors legal compliance with federal, state, and gaming laws.

• College degree preferred (Hotel or Business Management preferred).
• High School diploma and/or equivalency required.

• A minimum of two-years Front Desk and a minimum of 1 year experience in Guest Service/Valet operation in large hotel within local market and fast paced environment preferably with supervisory experience.

• Superior customer service skills and experience in dealing with the public required.
• Proficiency in Microsoft Office, Word, Outlook, Excel, and LMS/CMS system knowledge is preferred.
• Requires the ability to compile facts and figures.
• Excellent oral and written communication skills.
• Ability to develop and enforce Standard Operating Procedures.

• Ability to communicate in English clearly and effectively both orally and in writing.

• Ability to plan, organize and complete the work and take initiative logically and independently.

• Possess well-developed interpersonal skills.

• Ability to set and achieve high standards of performance.

• Receive instructions and hear inquiries from guests, clients, or staff; ability to remain alert throughout the duration of shift and remain calm during emergency situations.

• Must be able to get along well with co-workers and work as a team.
• Must be able to work any day of the week and any shift.
• Must present a well-groomed appearance.

ADDITIONAL REQUIREMENTS:

• Must be able to move in and around the Casino/Hotel areas and front desk areas through the entire shift.

• Must be able to stand for long periods.

• Must be able to respond calmly in a crisis and demanding situations handling many customers’ needs in a fast-paced environment.

• Must be able to bend, stoop, crouch, kneel, twist, balance, and work at a desk.

• Must be able to lift and carry up to 50 pounds.

• Must have the manual dexterity to be able to type, grab, grip, pull, hold, tear, sort, reach and file paperwork.

• Must be able to respond to visual and aural cues.

• Must be able to operate the following equipment: computer, 10 key adding machine, Saflok key machine, telephone, credit card machine, printer, facsimile, and photocopier.

• Must be able to tolerate areas containing secondhand smoke.

• Works closely with chemicals such as glass and hard surface cleaning solutions.

• Ability to bend, stoop or kneel; climb, ascend, and descend stairs.

• Maintain equilibrium; ability to stand and walk for entire shift.

• Repetitive bending and lifting.

• Ability to lift, carry, push, and pull heavy objects.

• Ability to reach for specific objects at short distances in local working areas.

• Sufficient manual dexterity of hand to utilize a computer keyboard and calculator.

Salary: $55k per year, depending on experience.

Preference is given to qualified Rincon tribal members and members of other federally recognized tribes.

JOIN A TEAM THAT GOES ALL-IN ON YOU
Are you ready to join a team that embraces a Funner culture, blazes the trail, and commits to delivering Family-Style Service at every turn? Do you want to embark on an extraordinary adventure that combines learning with fun? At Harrah’s Resort Southern California, we want you to become an integral part of our vision to create spectacular worlds that immerse, inspire, and connect you. Become a part of our team and bring your Funner spirit along with you!