YEDC - Hotel Supervisor

ADVENTURE LEADER POSITION DESCRIPTION

GUIDE TITLE: Hotel Supervisor
DEPT: Hotel Guest Services
FLSA:   Non Exempt
DATE: 04/2025
REPORTS TO:  General Manager
SALARY GRADE: GS 3 ($20.66)

Our philosophy in Yurok Country is to create legendary adventures for our guests. Each adventure guide must support a standard of service excellence that exceeds expectations and creates a sense of place and welcome for each guest. By joining the Redwood Hotel Casino team of adventure guides; you are committing yourself to this philosophy and acknowledging your dedication to providing adventures filled with the traditions, stories and the beauty of Yurok Country. Be prepared to become a trailblazer creating magical moments with legendary service standards.

POSITION OVERVIEW (the basic function of the position):
This position assists with the supervision of all hotel staff in the absence of the hotel manager.  Will handle arrival and departures of hotel guests in a timely and professional manner; and process all payments according to established requirements/procedures. Assists as needed handling guest request, internal and external.  Works a rotation shift overnight as needed. Works with reservations and credit card authorizations, prints and distributes monthly reports as required. Assists with training new hires of all departments as needed. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the types of duties and knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Overall responsibility to assist in supervising the hotel functions.
• Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat                  business.
• Ability to perform all Front Desk Agent job duties and to act as role model for Front Desk Agents in providing superior guest service. Be at the front desk to assist desk     agents during periods of heavy traffic. 
• Ensure guest recognition programs are in place and functioning as incentives. 
• Abide by all RHC accounting policies and practices to ensure compliance. 
• Ensures compliance with IHG brand guidelines
• Resolve guest complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take       action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations. Authorize revenue allowances to remedy     problems only after other alternative solutions have been offered.
• Assist in housekeeping during busy times, if needed and available. 
• Works with Housekeeping Leads to ensure the department is running smoothly.
• Help keep storage closets organized, and inventory updated to help maintain appropriate stock levels necessary for efficient operation. 
• Check rooms to ensure they are clean to IHG standards, coordinate deep-cleaning project.
• Conduct individual or group pre-shift meetings with team members and provide daily positive feedback.
• Understand and adhere to regulatory, department, and company policies and procedures.
• Effectively and efficiently manage labor costs and staffing objectives while achieving guest satisfaction.
• Maintain an adequate inventory of products & food to eliminate excessive ordering in each department.
• Supervise and manage attendance and time records of team members.
• Review the performance, productivity, and efficiency of team members including but not limited to periodic evaluations.
• Enforce all company policies and procedures in the department and recommendations to the General Manager for improvements.
• Responsible for day-to-day activities at the hotel in the absence of the Hotel Manager. 
• Promote Tribal Member employment and mentoring of Tribal Team Members.
• Promote a clean, safe, healthy and friendly work environment for adventure guides and guests, report and direct safety issues to Safety Team.
• Other duties pertaining to hotel assignments by the General Manager.
• May assist as event support.  
• Ability to maintain effective working relationships with public officials, department heads, associates and the public.
• Represent facility professionally and positively on the telephone and in person.
• Greet visitors as required.  
• Acts as a relief worker in case of an emergency or disaster.

SERVICE STANDARDS:
Must be able to incorporate Yurok Service Strategy into daily operations by demonstrating the following standards while performing the requirements of the job:
• Smile & Greet
• Name & Meet 
• Listen & Act 
• Make Their Day
• Ask & Sell 
• Thank You & Goodbye

LANGUAGE SKILLS
Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Skill in effectively, communicating information through verbal and written correspondence to adventure guides, managers, clients, customers, and the general public, including writing reports, business correspondence and procedural manuals.

MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY
To apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving a few concrete variables in standardized situations. Skills in solving practical problems and dealing with situations where only limited standardization exists. Ability to analyze and solve complex management problems having nonstandard solutions. Skill in identifying and resolving administrative problems under pressure conditions. Skills in assessing operation, program, staffing and fiscal needs.

AUTHORITY & RESTRICTIONS (supervisory capacity, signatory ability, access to sensitive areas, gaming /tipping restrictions)
• This position has supervisory responsibility.
• Maintain confidentiality and discretion in all areas; including the dissemination of trade secrets, planning and promotional procedures, and customer information files.
• Access to sensitive customer information and computer processes.
• All adventure guides are prohibited from participating in promotional awards, giveaways, drawings, tournaments or special events, except those specified for                      adventure guides.
• No gaming or tip accepting in facility at any time.

POSITION REQUIREMENTS (objective educational or technical training required; skills; and years of experience):
• High School diploma or GED required.
• Five years’ guest contact customer service experience is required.
• Two years prior experience in operations of Front Desk or Reservations - preferably as a supervisor.
• Must be 21 years of age or older. 
• Strong customer service skills required.
• Cash handling experience required.
• Retail experience preferred. 
• Experience with OPERA and Agilysys computer and Point of Sales systems preferred.
• Hold or obtain CPR/First Aid certification within 30 days of employment.
• Must pass and remain in compliance with Yurok Gaming Commission background check and drug free workplace policies.
• Ability to work weekends, holidays and evening hours as business demands.

PHYSICAL DEMANDS/WORK ENVIRONMENT (the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.  Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential job functions): 

While performing duties of this position, employee is required to stand for extended periods, and frequently walk, use hands to handle, or feel objects, tools, or controls; fingers for typing.  Occasionally sit. Must be able to lift 20 pounds with occasional lifting of more than 35 pounds, assisted. Ability to manage stress appropriately, make decisions under pressure, manage anger, fear, hostility and violence of others appropriately. The position requires the ability to process information using computer methods and technology, at times for more than 50% of the work time.

While performing the duties of this job, the employee is exposed to tobacco smoke, moving mechanical parts and fumes or airborne particles. The worker is frequently subject to inside environmental conditions, which provide protection from weather conditions, but not necessarily from temperature changes, and is occasionally subject to outside environmental conditions and to wet and/or humid conditions. The noise level in the work environment is usually moderate.

TRAVEL REQUIREMENTS
Local travel is occasionally required. Travel outside of the state is infrequently required. Typical travel time is generally less than a week.

TRIBAL PREFERENCE
“Tribal preference is given in compliance with the Indian Self-Determination and Education Assistance Act (25 U.S.C Section 450 e (B))”