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. Pay: $55k per year, depending on experience. Preference is given to qualified Rincon tribal members and members of other federally recognized tribes.