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Position Summary:

This position is responsible for overseeing the Front Desk, Concierge, Pool, Bell Desk, Aquai and Ascend Reception desks, while providing on-going training and providing the highest level of customer service to our Guests, in accordance with the Company’s vision statement.

Primary Duties and Responsibilities: includes but not limited to:

Assists the Hotel Manager in developing schedules for the hotel staff and supervising the workflow to assure efficiency and accuracyAddresses Guest concerns in a timely mannerStays abreast of current Guest Service scores for the department and works to improve themResponsible for assisting with the scheduling, training, evaluating and counseling of the Guest Receptionists and supervisorsEnsures computer back-up reports are run  and documents are currentProcesses daily due-outs and express checkouts in a timely manner to ensure maximum availability of rooms on the hotel rackManages the preparation, arrival and departure of all corporate, convention and bus groupsRuns and reviews Manual over-ride report and room revenue potential, looking for any rate discrepanciesMonitors the completion of the over the credit and non-zero reportsMonitors the accurate completion of daily room blocking (i.e. deposits and accessible rooms)Performs the daily date-roll process, including posting of room and tax, disputes, suspense, batching of telecheck machines and reporting functionsMonitors employee and guest interactions according to the WOW Customer Service Standards by conducting surveys of customer service levels through LRS and tracking the results

Secondary Duties and Responsibilities:

Performs pre-shift meetings to keep staff updated on daily activities and eventsEnsures supplies are ordered and maintained in an organized fashionAttends daily operations meetings to review prior day’s events and discuss strategies for current days activitiesReviews phone logs to ensure abandonment rate stays below 10%Maintains a daily log of administrative complementary roomsAssists in the coordination of special requests with VIP Services

Minimum Education and Qualifications:

Associates’ Degree or equivalentThree years of hotel experience with at least one year of supervisory experience in a high volume, complex casino/hotel environment or four or five star luxury hotelPrevious experience in coordinating events and activitiesIn lieu of a Degree and previously mentioned experience, five years of hotel experience with at least one year of supervisory experience in a high volume, complex casino/hotel environment or four or five star luxury hotel may be considered

Competencies:  Incumbent will master the following competencies while in this position:

Excellent written and verbal communication skillsStrong organizational and multi-tasking skillsIntermediate computer skills in Word, Excel and OutlookKnowledge of LMS, LRS, Espresso, HMS, ACSC, Bar tech, Timelox/DC1,Hotel paging system, Lodgenet, Telecheck, RPOS and any other software programs used in Hotel OperationsExtensive knowledge of the property and local areas and destinationsPossesses a high level of maturity to deal with the most discriminating guest requests and requirementsKnowledge of the Mohegan Tribal Employment Rights Ordinance (TERO) as it relates to employment

Training Requirements:

Must attend all appropriate Human Resources Manager Training classesKnowledge of Mohegan Sun corporate and department policies and proceduresKnowledge of Ascent, EmpowerTime and Manager Self Service systemsKnowledge of Mohegan Sun budget planning and analysis process

Physical Demands and Work Environment:

Office work environmentMust be able to stand, reach, bend or sit for extended periods of timeMust be able lift up to 100 lbsMust be able to work various shifts and flexible hours

This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with this job.  Mohegan Sun reserves the right to make changes to the above job description whenever necessary.

Work Shift:

Regular

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Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.