GENERAL SUMMARY

The Hotel Operations Supervisor is responsible for assisting the hotel team with the day-to-day front desk operations.

CORE SCOPE OF POSITION

Assists the leadership team in overseeing the day-to-day hotel operations in the assigned area. Guides and directs hotel team members to ensure all service requirements are understood and met. Schedule team members to ensure all areas and shifts are adequately covered. Provides cross-training of team members for all shift-related duties and responsibilities. Provides coaching, monitoring, and disciplining of team members when team members job performance is not up to par. Evaluates and monitors team member performance on an ongoing basis. Develops, evaluates, and recommends team members for promotions. Participates in the recruitment of all hotel positions, making hiring decisions. Administers, enforces, and ensures that all team member policies and all company policies, procedures, rules, and regulations are followed. Establishes and maintains effective channels of communication with team members and guests. Ensures that a clean, safe, hazard-free work environment is maintained.  Adheres to all company and department policies, procedures, and standard operating guidelines. Performs other duties as assigned.

 

STYLE SERVICE COMMITTMENT

All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of --- these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

LEADERSHIP

Is a role model of the Viejas’s service culture. Leads by example and creates strong morale and engagement in his/her team. Communicates company and departmental goals and fosters open communication across the department. Fosters a culture of accountability, providing regular feedback to team members, including celebrating successes and addressing areas needing improvement. Manages conflict effectively; listens and assesses situations; takes action to resolve. 

INTERACTION

Always interacts with internal and external guests with a positive attitude and professionalism. Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or guests.

 

SUPERVISION

Provide direct supervision of team members in the assigned area of hotel operations.