Harrah’s Cherokee Casino Resort Position Description
POSITION TITLE: Supervisor, Front Desk
DIVISION: Hotel
DEPARTMENT: Hotel Front Office, Hotel Tower IV Front Desk
GRADE/FLSA STATUS: S15 – Exempt
BADGE TYPE/COLOR: Key--Blue
REPORTS TO: Assistant Manager, Front Office
SUPERVISES: Front Desk Clerk, Room Controller, Dual Rate Front Desk Clerk
JOB SUMMARY: Supervise the operation of the Hotel Front Office to achieve guest satisfaction and quality service while assuring compliance with policies and standard operating procedures. Assist in monitoring and controlling daily revenues and expenses.
JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provide extraordinary levels of guest service in Front Office Services
Knowledge of every Front Office Position and is prepared to answer any Team Member’s questions concerning their job
Coordinate job activities with Housekeeping and Casino Marketing to oversee timely guest check-in/check-out, ensure 100% guest satisfaction
Ensure all Front Desk Clerks meet service standards
Supervise the daily operations of the front desk
Assign and oversee the duties of the guest service agents
Create a weekly schedule
Maintain supplies and inventory
Troubleshoot all in-room movie/phone/billing problems
Cancel room reservations according to established procedures
Balance drawer bank daily
Facilitate guest check-in and check-out in satellite areas away from the main front desk, such as Self-Check-In, VIP Welcome, and Concierge
Perform other tasks as assigned by the supervisor or manager
Coordinate VIP arrivals, ensuring all arrangements have been made prior to arrival
Resolve guest problems/complaints in an effective, friendly, courteous, and professional manner to ensure guest satisfaction
Responsible for or actively participates in the initiation of personnel actions, including but not limited to interviews, training, candidate selection, terminations, performance reviews, promotions, transfers, and disciplinary actions
Exhibit sound decision-making with an emphasis on motivating the team and maintaining high morale
Provide continuous positive coaching for the development of Team Members and appropriate corrective action when necessary
Ensure timely and accurate performance appraisals and accurate work history entries
Maintain knowledge of the hotel, community, and special events to provide guests with needed information accurately
Process discrepancy reports, rate variations, and credit reports
Coordinate package coupons with the marketing department
Adhere to all regulatory, company, and department policies/procedures in an ethical manner
Establish and endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values
MINIMUM QUALIFICATIONS:
High school diploma or GED required
One year of supervisory experience in the Hospitality industry is required
Must demonstrate the following essential knowledge and skills:
Excellent interpersonal skills
Excellent oral and written communication skills
Must be able to lead and motivate others effectively
Documented teamwork behaviors and attitudes
Self-starter; must work without close supervision with knowledge in all areas of guest service
Ability to handle multiple priorities in a fast-paced environment
Proficient in the use of Windows-based office software, including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook
*Knowledge of LMS and Kronos
*Knowledge of Harrah's employment policies
*Not required at time of hire; may be learned in the probationary period agreed upon at time of hire.
PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:
Must be able to stoop, bend, reach, kneel, twist, and grip items
Must be able to respond to visual and aural cues
Must be able to read, write, speak, and understand English
Must be able to work in a small, shared office space
Must be able to lift up to 25 pounds and carry 5 pounds
Must be physically mobile with reasonable accommodations
Must be able to operate in mentally and physically stressful situations
Must have manual dexterity and coordination to operate office equipment, computers, fax machines, and photocopiers
Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality, including secondhand smoke
Must be able to work a flexible schedule, including weekends, evenings, and holidays
This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job. Harrah’s Cherokee Casino Resort reserves the right to change the above job description whenever necessary. 6.13.25