Front Desk Assistant Manager (Temporary)

at  River Cree Resort Casino

Overview:
Entry level management position that focuses on supporting the day-to-day activities of Front Desk and supervision of related areas AYS and Concierge/Guest Services. Position directs and works with employees to carry out guest arrival and departure procedures and to maintain the property’s cleanliness standards. Strives to ensure guest and employee satisfaction and achieve the operating budget.
Responsibilities:

GUEST SATISFACTION

• Assists in the use of guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints seeking assistance from supervisor as necessary.
• Empowers associates to provide excellent customer service within guidelines.
• Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
• Assists in the review of comment cards and guest satisfaction results with associates.
• Familiarizes self with convention resumes to verify the requests and requirements of the planner are being met.

HUMAN RESOURCES

• Participates as needed in the interviewing and hiring of Front Office associate team members with the appropriate skills.
• Uses all available on the job training tools for associates; supervises on-going training initiatives and conducts training when appropriate.
• Communicates performance expectations associates in accordance with job descriptions for each position.
• Participates in the associate performance appraisal process, giving feedback to Front Office Manager on individual associate performance issues.
• Coaches, counsels and encourages associates. Participates in associate progressive disciplinary procedures as required.
• Handles associate questions and concerns.
• Participates in an ongoing associate recognition program.

Please refer the Job description for details