JOB DESCRIPTION

Position: Front Office Manager
Department: Hotel Operations
Job Summary: Manages the front desk of the hotel ensuring that the highest standard of service and the best possible guest experience is provided. Manages operations and guest services, including coordination of team members, equipment, room inventory, budget, and sales opportunities.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of reservation software systems, preferably Opera.
• Knowledge of Front Office internal controls.
• Knowledge of superior guest service principles and practices.
• Knowledge of supervisory principles and practices.
• Knowledge of budgetary and human resources principles and practices.
• Knowledge of modern filing and recordkeeping practices and procedures.
• Computer proficiency with Microsoft Office Suite software, especially word processing and spreadsheet applications as well as reservation software and point-of-sale systems.
• Superior leadership, supervision, multitasking, decision-making, organizational, planning, and time management skills
• Excellent telephone skills and a confident, positive attitude for making reservation sales.
• Excellent social and interpersonal skills.
• Demonstrated analytical and forecasting skills.
• Skill in working courteously with the public as well as developing and maintaining good working relationships.
• Ability to market the hotel and brand the experience.
• Ability to generate revenue while controlling costs.
• Ability to inspire all team members to provide the highest levels of guest service.
• Ability to professionally handle stress in a busy atmosphere.
• Ability to handle many tasks at one time and work well under pressure.
• Ability to communicate and follow directions effectively.
• Ability to define problems, collect data, establish facts, analyze information, and make sound, rational decisions.
• Ability to read, analyze, and interpret complex documents, such as technical journals, financial reports, and legal documents.
• Ability to perform mathematical computations pertaining to the position.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to work effectively in a team environment with minimal supervision.
• Ability to exercise independent judgment and be fiscally prudent.
• Ability to maintain the physical stamina required in a fast-paced work environment with challenging situations; ability to stand and walk for long periods in an environment with a loud noise level.
• Ability to work in a smoking environment.

MINIMUM QUALIFICATIONS:

• High school or General Equivalency Diploma and five (5) years progressively responsible experience in a comparably sized hotel, including at least five (5) in front office management.
• Experience opening a new property.
• Computer proficiency with Microsoft Office Suite software, especially word processing and spreadsheet applications as well as reservation software and point-of-sale systems.
• Demonstrated track record of reliability, responsiveness, and creativity.
• Demonstrated track record of providing superior guest service.
• Must be able to work any shift, weekends, holidays, and special events, as needed.
• Must have employment eligibility in the U.S.
• Must be able to obtain, maintain, and retain a valid non-gaming license.

PREFERRED QUALIFICATIONS:

• Associate’s degree in a hospitality related program.
• Bilingual (English/Spanish).

• Manages the day-to-day activities of the hotel front office and guest services, such as concierge, transportation, and luggage services.
• Monitors usage of rooms to achieve maximum room occupancy through use of a wait list, upgrades, and management decisions; makes reservations, when necessary.
• Works effectively with Housekeeping and Facilities staff in regards to the availability and maintenance of guest rooms.
• Maintains appropriate staffing levels; prepares work schedules as well as delegates work and makes station assignments.
• Resolves guest and team member complaints in a pleasant and professional manner.
• Exhibits superb team leadership/development and collaborating ability while working with department team members and other staff.
• Provides guests with a superior hospitality experience; ensures that all team members are also providing superior service.
• Provides leadership for front desk team members while overseeing all operations of the Front Desk.
• Serves as a communications liaison for all interdepartmental communications, and coordinates the flow of information between areas, such as Registration, Guest Services, and Accounting.
• Supervises and develops direct reports by mentoring, coaching, and providing performance feedback; works collaboratively with them to design professional development plans that support their continuous learning.
• Interviews, recommends hires, writes and issues performance appraisals, resolves problems, provides open communication, and recommends corrective action and/or termination, when appropriate.
• Develops and conducts staff training programs; ensures all team members receive on-going training.
• Develops the talents and skills of team members as measured by guest satisfaction, team member satisfaction, and successful team member advancement.
• Develops a ‘team” atmosphere with team members and takes a pro-active leadership role.
• Holds regularly scheduled staff meetings.
• Recommends and implements techniques to improve productivity, reduce costs, and improve guest service.
• Assists with the development of short and long-term strategic planning.
• Confers with department head to review achievements and discuss needed changes in goals or objectives resulting from current or projected future status or conditions.
• Maintains a safe, clean, and comfortable environment at all times.
• Maintains constant awareness of services, promotions, and events offered by Sol Casinos to inform guests.
• Drafts and implements policies and procedures; informs team members of changes.
• Prepares and distributes a variety of reports ranging from financial to staffing.
• Performs other job-related duties as assigned.