Front Services Supervisor (New York New York - Las Vegas)

MGM Resorts New York, NY
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Become one of the stars behind the show and become part of the world's most powerful entertainment brands. Our Company has one exciting mission: To entertain the human race.

The primary responsibility of the Front Services & Business Center Supervisor is to ensure all facets of Front Services/Business Center operations are performed in accordance with set policy, procedure and service standards. The Front Services & Business Center Supervisor is a direct link to the Front Services & Business Center Manager for communication, direction and execution of day-to-day functions. They will positively resolve routine guest concerns and employee conflict, while monitoring Front Services & Business Center guest volume, staffing levels, and service delivery by Front Services & Business Center staff.

* Ensure adherence to guest services standards within established departmental policies and procedures.

* Provide a positive, empowering, and productive work environment through setting an example and consistency of daily work habits and standards.

* Maintain all departmental assets including equipment repairs and maintenance and ensure all departmental areas (FOH and BOH) are maintained, clean, and organized.

* Instruct new hires and employees on the expectations and responsibilities for each role.

* Manage assigned staff to include: hiring recommendations that encompass the company's diversity commitment; training; coaching; performance feedback, recommending and administering discipline.

* Schedule employees based on guest volume, demand patterns and scheduled group travel arrangements.

* Evaluate Front Services/Business Center staff performance and provides coaching/progressive counseling when applicable.

* Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance.

* Provide excellent service consistent with the property's core service standards and brand attributes.

* Proactively greet, interact, and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment.

* Promote and develop team-oriented philosophy stressing the importance for providing unparalleled commitment to excellence in service.

* Manage responsibilities including: creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction; quality hiring, training, and succession planning processes that encompass the Company's diversity commitment.

* Evaluate and correct or modify systems and structures that create problems or impede commitment to excellence in service.

* Respond to guest service interactions in a professional and timely manner, achieving positive resolutions.

* Evaluate staffing levels in accordance with business demand, providing recommendations for adjustments whenever possible and monitors compliance of full time equivalents (FTEs) per department policy.

* Provide input into and executes the development, implementation, and measurement of guest service standards consistent with the Company's Standards and brand attributes.

* Keep the Front Services/Hotel Management Team informed of all pertinent information related to the department and reports irregularities and problems as they occur along with recommendations for solutions.

* Notify Management Team and Security of all unusual events, circumstances, missing items, or alleged thefts.

* Respond to emergency situations as necessary by following departmental procedures, staying calm, and assisting Security as needed.

* Perform all duties as deemed necessary for the success of the department.

* Be knowledgeable of Department and Hotel goals.

* Own all requests and complaints; resolve issues immediately and follow up to ensure the guests satisfaction.

* Be knowledgeable of Hotel information to answer guest inquiries.

* Identify and report defects throughout the Hotel; notify management immediately of hazards, injuries, equipment or processes that negatively affect the operations.

* Protect and utilize Hotel assets in a responsible and professional manner.

* Ensure the daily operations run efficiently.

* Manage up to 30 front line-level employees in a given shift.

* Assist front line employees with guest complaints, questions or problems as they arise.

* Oversee lobby flow and ensure lobby space is well organized.

* Inspect grooming and attire of staff; rectify any deficiencies.

* Conduct team update meetings with staff and review all information pertinent to the day's business.

* Assist guests with reports of lost/stolen articles, following hotel policy.

* Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.

* Ensure all accounting, payroll, and employee relations matters are handled in compliance with hotel policy, procedures and applicable laws.

* Write memos to staff and executives, issue commendations, and resolve disciplinary actions when necessary.

* Attend various management courses including collective bargaining.

* Assesses group travel movements and coordinates necessary guest service arrangements to accommodate luggage and ground transportation requirements.

* Perform all other job related duties as requested.


* At least 3 years of Hospitality experience.

* At least 2 years of guest service experience.

* At least 6 months Front Services experience.

* Ability to work with minimal supervision.

* Excellent customer skills.

* Able to lead and mentor a team.

* Have interpersonal skill to deal effectively with all business contacts.

* Professional appearance and demeanor.

* Work varied shifts, including weekends and holidays.

* High school diploma or equivalent.

* Working knowledge of Microsoft Office, Internet, and Point of Sales systems.

* Able to effectively communicate in English, in both in written and oral form.


* At least 1 year of previous experience working in a similar resort setting.

* Working knowledge of a Property Management System.

* This is not intended to include every duty or responsibility of the job nor is it intended to be an all-inclusive list of the skills and abilities required to do this job.

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