Job Overview
Employment Type
Full-time
Work Schedule
Rotating Shifts
Weekend Shifts
Night Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Career Development
Paid holidays
Job Description
River Spirit Casino Resort is a premier hospitality and entertainment destination located in Tulsa, Oklahoma. Known for its luxurious accommodations, world-class gaming, and exceptional guest services, River Spirit Casino Resort stands as a top choice for travelers seeking an unforgettable experience. The property features a vibrant casino, various dining options, spa facilities, and multiple event spaces, ensuring that guests have everything they need for relaxation and entertainment. As a leading resort in the region, River Spirit is committed to maintaining high standards of service, creating a welcoming atmosphere, and driving guest satisfaction through innovative management practices and dedicated staff.
The Front Office Supervisor role at River Spirit Casino Resort is a critical leadership position within the hotel operations team, focused on delivering top-tier guest service while ensuring operational efficiency. This full-time role involves supervising the frontline hotel employees, specifically the Front Desk team, to ensure that every guest interaction reflects the resort's commitment to excellence. The supervisor will be responsible for managing daily front desk functions such as guest check-ins and check-outs, handling reservations through the INFOR Property Management System, and addressing guest inquiries and complaints in a prompt and courteous manner. A key aspect of this role includes training and coaching the front desk staff to maximize revenue opportunities and uphold brand standards.
In addition to direct supervision, the Front Office Supervisor monitors guest occupancy trends, evaluates customer satisfaction survey feedback, and collaborates with other departments to synchronize operations between the hotel and casino areas. This interdepartmental communication ensures seamless service delivery, ultimately contributing to higher guest retention and increased profitability. The position requires strong multitasking capabilities, leadership qualities, and a thorough understanding of hotel software systems. Furthermore, the role demands adherence to regulatory and internal policies, including Title 31 reporting and gaming license compliance.
The supervisor also plays an essential role in staff scheduling, performance assessments, and recruitment recommendations, maintaining a workforce that meets the resort’s rigorous standards. The ability to manage sensitive guest information confidentially and uphold the integrity of hotel records is a significant responsibility. Effective communication skills, professionalism, and a genuine commitment to creating a warm guest experience are imperative for success in this position. The ideal candidate will bring a combination of hospitality education and extensive experience in front office management within a 4 Diamond or equivalent caliber hotel or casino environment. This role offers an opportunity to contribute to a renowned resort that values teamwork, innovation, and guest satisfaction, making it an attractive position for driven hospitality professionals looking to advance their careers.
The Front Office Supervisor role at River Spirit Casino Resort is a critical leadership position within the hotel operations team, focused on delivering top-tier guest service while ensuring operational efficiency. This full-time role involves supervising the frontline hotel employees, specifically the Front Desk team, to ensure that every guest interaction reflects the resort's commitment to excellence. The supervisor will be responsible for managing daily front desk functions such as guest check-ins and check-outs, handling reservations through the INFOR Property Management System, and addressing guest inquiries and complaints in a prompt and courteous manner. A key aspect of this role includes training and coaching the front desk staff to maximize revenue opportunities and uphold brand standards.
In addition to direct supervision, the Front Office Supervisor monitors guest occupancy trends, evaluates customer satisfaction survey feedback, and collaborates with other departments to synchronize operations between the hotel and casino areas. This interdepartmental communication ensures seamless service delivery, ultimately contributing to higher guest retention and increased profitability. The position requires strong multitasking capabilities, leadership qualities, and a thorough understanding of hotel software systems. Furthermore, the role demands adherence to regulatory and internal policies, including Title 31 reporting and gaming license compliance.
The supervisor also plays an essential role in staff scheduling, performance assessments, and recruitment recommendations, maintaining a workforce that meets the resort’s rigorous standards. The ability to manage sensitive guest information confidentially and uphold the integrity of hotel records is a significant responsibility. Effective communication skills, professionalism, and a genuine commitment to creating a warm guest experience are imperative for success in this position. The ideal candidate will bring a combination of hospitality education and extensive experience in front office management within a 4 Diamond or equivalent caliber hotel or casino environment. This role offers an opportunity to contribute to a renowned resort that values teamwork, innovation, and guest satisfaction, making it an attractive position for driven hospitality professionals looking to advance their careers.
Job Requirements
- AA or BS degree in hospitality or hotel management preferred
- Minimum 3 years’ front office management or hospitality experience in 1st class hotel/casino and/or 4 Diamond experience preferred
- 2 years’ supervisory experience preferred
- MCN OPG gaming license is required
- Ability to pass comprehensive background check
- Ability to pass drug test
- Ability to obtain gaming license
- Ability to work shift work, holidays, weekends and nights
- Ability to maneuver in all areas of casino
- Ability to frequently ascend/descend bus stairs
- Ability to frequently stand, walk, and sit
- Ability to lift at least 35 lbs
- Visual acuity
- Clear speech for communication
- Ability to hear for listening comprehension
- Manual dexterity to operate office equipment, examine or update documents
Job Qualifications
- AA or BS Degree in Hospitality or Hotel Management preferred
- Minimum 3 years’ Front Office Management or Hospitality experience in 1st class hotel/casino and/or 4 Diamond experience preferred
- 2 years’ Supervisory experience preferred
- Advanced understanding hotel software, supervisory requirements, and strong office operations skills required
- MCN OPG Gaming License required
- Knowledge and application of Title 31 reporting requirements
Job Duties
- Ensure that standard Hotel operating procedures are up-to-date and accurately executed between Hotel and Casino
- Oversee the processing of all guest inquiries received
- arrange, coordinate and confirm all hotel reservations through the Property Management System (INFOR)
- Operate the Front Office properly and efficiently, ensuring staff are adequately trained and performing at high levels, including cash handling, payments, and hotel/casino amenities information is being handled appropriately
- Provide assistance and supervise Front Desk Agents and ensure appearance and protocol are met according to hotel standards
- ensure proper staffing at all times
- assist in check-in/check-out or related guest service activities
- Handle guest complaints and comments relating to the department tactfully and in timely manner
- Ensure data and communications of information are updated and timely to all relevant departments
- Maintain accurate records and updates of room occupancy/availability, all paperwork associated with reservations, folios, and guest stay evaluations
- Perform aspects of HR and training functions, including counseling, coaching, training, disciplinary actions
- schedule, train and monitor the selling techniques of Front Desk and VIP teams to maximize revenues
- Make routine hiring and performance assessment recommendations
- role model and provide exceptional guest service that differentiates us from the competition
- ensure a warm and genuine arrival/departure experience
- Provide daily/weekly reports, as needed, including extracting data from PMS system, tracking guest & hotel activity
- responsible for night audit processes and accurate reports
- Cooperate and coordinate teamwork with other departments and divisions
- actively assist in marketing all casino & hotel events, promotions and activities to both internal and external stakeholders in order to obtain full occupancy of hotel facility
- Utilize interpersonal skills, computer proficiency, customer service, and leadership skills to convey a positive guest experience with high degree of accountability for accuracy & thoroughness of departmental records and reports, and for maintaining an exceptional level of guest service
- display high degree of professionalism & integrity
- Manage Guest Service Relations, Training, and Guest Response processes
- work under pressure and remain detail oriented and positive in order to achieve front office quality service goals
- Perform other duties as assigned
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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