Summary:

As the Hotel Operations Supervisor, you play a vital leadership role in ensuring the seamless operation of key guest service departments, including Front Desk, VIP Services, Rooms Control, Bell/Baggage, and Valet. You are responsible for supervising, coordinating, and directing daily activities across these areas, setting the tone for excellence in both guest experience and team performance. Your support of division leadership is essential to the strategic administration of each department, helping to drive guest satisfaction, operational efficiency, and team member engagement. Your influence directly shapes the first and lasting impressions of our guests, making your role a cornerstone of our commitment to exceptional hospitality.

 

Essential Functions and Responsibilities:

Assist in scheduling, training, supervising, and coaching department staff to promote strong performance, engagement, and service consistency Monitor and support daily operations to ensure alignment with company standards, safety protocols, and guest satisfaction goals Serve as a point of contact for resolving team member or guest concerns, escalating issues as needed to department leadership Supervise the daily operations of Front Desk, VIP Services, Rooms Control, Bell/Baggage, and Valet to ensure efficiency, responsiveness, and guest satisfaction Collaborate with leadership to plan for hotel promotions, special events, and sales group arrivals, ensuring maximum room utilization and rate optimization Recommend changes in room rates based on demand, trends, and performance analysis Monitor compliance with established departmental procedures to ensure operational efficiency and protection of company assets Investigate discrepancies, shortages, or errors and take corrective actions as needed Enforce credit and payment policies, including action on overdue accounts and coordination of collections where necessary Support the accurate completion of administrative functions, such as attendance tracking, supply ordering, or reporting Assist with payroll processes, scheduling adjustments, and labor compliance as directed by department management Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards Perform other duties as assigned