Job Overview
Employment Type
Full-time
Compensation
Salary
Range $40,900.00 - $57,900.00
Work Schedule
Standard Hours
Day Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Career development opportunities
Paid holidays
Job Description
Boyd Gaming Corporation is a leading casino entertainment company operating successfully within the United States gaming jurisdictions. Recognized for its prominent standing in the gaming industry, Boyd Gaming Corporation has built a reputation for innovation, excellence, and consistent growth. The company focuses on maximizing value for its shareholders, team members, and the communities it serves by adhering to strong business philosophies and strategic planning. With numerous properties under its management, Boyd Gaming provides a vibrant work environment where employee development and guest satisfaction are key priorities. Boyd Gaming is committed to maintaining its position of leadership by evolving continuously to meet industry demands and customer expectations.
The role available is a supervisory position within the hotel operations team at Boyd Gaming Corporation. This role involves overseeing key front office functions including Front Desk Clerks, Rooms Controllers, Concierge services, Reservations, PBX (Private Branch Exchange), and the Arcade. The supervisor will play a crucial role in ensuring smooth day-to-day operations, enhancing guest experience, and optimizing hotel occupancy. This management position requires an individual capable of handling staff scheduling, payroll, maintaining team member files, managing up-sell programs, and overseeing rate and inventory management. Additionally, the supervisor will be responsible for fostering strong guest and associate relations, upholding company policies and procedures, and delivering exceptional customer service.
This position entails managing non-guaranteed, casino, and general reservations to maximize hotel occupancy effectively, conducting daily meetings and shift briefings to ensure team alignment, and overseeing financial processes such as the manager's bank counting and bank-out procedures. The supervisor must ensure timely and correct billing of guests while monitoring operations to maintain low phone abandonment rates. A positive and professional tone in the office is critical, as is the constant coaching and training of associates on company policies, procedures, and performance standards. The role demands thorough knowledge of hotel reservation systems, player systems, flight systems, and compliance with airport policies. The supervisor will also collaborate closely with other casino and hotel staff to coordinate seamless service delivery and maintain a fun and exciting work environment.
Through diligent oversight of office budget, supplies, and financial statements, the supervisor supports the company’s operational goals. The position requires proactive problem-solving and guest service skills to handle complaints efficiently and effectively. The supervisor frequently assists management with budget development and progress evaluation and communicates guests’ needs to relevant departments. Handling group data, invoices, check requests, contracts, and occasionally assisting with guest communications are also part of the responsibilities. This role is pivotal in ensuring the hotel yields maximum occupancy and rate, maintaining strong collaboration between the casino and hotel operations, and enhancing guest satisfaction overall.
Boyd Gaming values diversity and inclusion and is dedicated to equal employment opportunities regardless of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, or disability. By joining Boyd Gaming Corporation in this supervisory capacity, professionals will be part of a reputable company that offers a stimulating work environment and opportunities for career growth within the hospitality and gaming industry.
The role available is a supervisory position within the hotel operations team at Boyd Gaming Corporation. This role involves overseeing key front office functions including Front Desk Clerks, Rooms Controllers, Concierge services, Reservations, PBX (Private Branch Exchange), and the Arcade. The supervisor will play a crucial role in ensuring smooth day-to-day operations, enhancing guest experience, and optimizing hotel occupancy. This management position requires an individual capable of handling staff scheduling, payroll, maintaining team member files, managing up-sell programs, and overseeing rate and inventory management. Additionally, the supervisor will be responsible for fostering strong guest and associate relations, upholding company policies and procedures, and delivering exceptional customer service.
This position entails managing non-guaranteed, casino, and general reservations to maximize hotel occupancy effectively, conducting daily meetings and shift briefings to ensure team alignment, and overseeing financial processes such as the manager's bank counting and bank-out procedures. The supervisor must ensure timely and correct billing of guests while monitoring operations to maintain low phone abandonment rates. A positive and professional tone in the office is critical, as is the constant coaching and training of associates on company policies, procedures, and performance standards. The role demands thorough knowledge of hotel reservation systems, player systems, flight systems, and compliance with airport policies. The supervisor will also collaborate closely with other casino and hotel staff to coordinate seamless service delivery and maintain a fun and exciting work environment.
Through diligent oversight of office budget, supplies, and financial statements, the supervisor supports the company’s operational goals. The position requires proactive problem-solving and guest service skills to handle complaints efficiently and effectively. The supervisor frequently assists management with budget development and progress evaluation and communicates guests’ needs to relevant departments. Handling group data, invoices, check requests, contracts, and occasionally assisting with guest communications are also part of the responsibilities. This role is pivotal in ensuring the hotel yields maximum occupancy and rate, maintaining strong collaboration between the casino and hotel operations, and enhancing guest satisfaction overall.
Boyd Gaming values diversity and inclusion and is dedicated to equal employment opportunities regardless of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, or disability. By joining Boyd Gaming Corporation in this supervisory capacity, professionals will be part of a reputable company that offers a stimulating work environment and opportunities for career growth within the hospitality and gaming industry.
Job Requirements
- High school diploma or equivalent
- Minimum two years experience in hotel operations
- Strong organizational and computer skills
- Excellent customer service and communication skills
- Ability to train and coach staff
- Knowledge of hotel reservation and management systems
- Ability to handle multiple tasks and work in a fast-paced environment
- Demonstrated ability to resolve guest complaints efficiently
Job Qualifications
- High school diploma or equivalent
- Two years related experience in hotel operations required
- Strong organizational skills and computer proficiency
- Superior customer service skills
- Excellent written and oral communication skills
- Ability to effectively communicate and present departmental goals and results
- Previous guest service experience required
Job Duties
- Supervise Front Desk Clerks, Rooms Controllers, Concierge, Reservations, PBX and Arcade
- Handle scheduling, payroll, variances and Team Member files
- Manage up-sell program and rate/inventory management
- Process non-guaranteed, casino and general reservations to ensure maximum hotel occupancy
- Attend meetings and conduct daily shift briefings
- Ensure manager's bank is counted and bank out procedures are followed
- Monitor reservations, billing, and timely guest processing
- Ensure phone answering within 3 rings and maintain abandonment rate at 3% or lower
- Set professional tone and example in the office with friendly and courteous manner
- Enforce IP policies and procedures and maintain high standards
- Use hotel, player system and flight systems knowledge
- Maintain understanding of airport policies and procedures
- Train, coach and counsel associates on policy, procedures and performance
- Promote fun and exciting work environment focused on service excellence
- Demonstrate positive and enthusiastic demeanor to guests
- Maintain adherence to company policies and signature steps
- Foster good relationships with casino and hotel staff
- Stay informed about hotel, community and special events to enhance guest service
- Oversee entire Hotel Front Office operations
- Review office budget, supplies and financial statements
- Empower staff to resolve guest problems and complaints efficiently
- Support management with budget reports and evaluate monthly progress
- Communicate guest needs to relevant departments
- Handle group data entry, invoices, check requests and contracts
- Assist with guest communications and monitor rates and inventory for maximizing occupancy and casino player rooms
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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