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Job Duties

Responsible for the success of the front desk and call center, ensuring that guest satisfaction is met, and for managing all areas of the Front Office according to standards that achieve a friendly atmosphere of superior guest service and quality.  Manages day-to-day operations and assignments of the front desk and call center teams; schedules, plans, and assigns work and develops and communicates departmental strategies and goals. Manages the budgets for Hotel Operations, Call Center and Cove in conjunction with the Director of Hotel Operations. Ensures proper Standard Operating Procedures are in place and followed for all departmental processes and regulatory controls. Maintains daily accounting of the cash advance safe to ensure all funds are properly accounted for. Responsibility includes scheduling and regularly conducting routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and company.  Assists in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.  Acts as manager on duty for hotel and guests.  Ensures front desk staff is trained in all front desk operations, including check in/out procedures, telephone procedures, overall shift procedures, hotel amenities and computer system. Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories, and receivables. Produces accurate reports on a timely basis.
Works with other departments to ensure guest satisfaction. Provides direction and supervision to departmental supervisor and staff. Selects, trains, and develops all departmental staff in duties to achieve desired service expectations. Manages recruitment, selection, orientation, training, performance planning and evaluation, and reward programs to maintain a motivated front desk team.  Performs other related duties as assigned.  Must possess excellent inter-personal skills with an ability to foster a supportive and enabling team environment.  Promotes superior guest service.

Minimum Qualifications

Must have prior front desk and management experience at a hotel casino resort complex. AAA or 5 Diamond hotel experience a plus. Knowledge of hotel property management system (LMS) and yield management systems. Bachelor’s degree in business or hospitality management preferred. Excellent working knowledge of Microsoft Office (Excel, Word, Outlook and PowerPoint).  Must be able to work various shifts, weekends, holidays and flexible hours.  Must be able to withstand prolonged standing.

Work Shift:

Regular

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