JOB SUMMARY:

Position is responsible for supervising the daily operation of the Front Office area. The main areas of supervision include: Front Desk and VIP Services. Recommends and implements services and procedural changes. Monitors and controls expenses within approved budget constraints.

ESSENTIAL JOB FUNCTIONS:

1. Supervise the Front Desk and VIP employees; interview, schedule, train, develop, empower, coach and counsel, recommend performance reviews, resolve problems, provide open communications and recommend discipline and termination as appropriate.
2. Develop Standard Operating Procedures which govern the daily operations of the guest service area.
3. Supervise for compliance of Standard Operating Procedures, safety regulations and ensure the optimal level of quality service and hospitality are provided to the hotel guests.
4. Coordinate and supervise the activities and foster good relations with event coordinators, meeting planners, on-site contacts, travel organizations, limo services, etc., to provide the maximum level of quality service.
5. Assist the Sales and Marketing Departments in attracting and retaining customers by providing customers top quality customer service.
6. Provide information and assist employees in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
7. Monitor the Department budget to minimize expenses.
8. Implement emergency training procedures to ensure appropriate protection of the hotel guests, staff and company assets.
9. Maintain a knowledge of emergency procedures including guest related responsibilities and evacuation procedures.
10. Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.
11. Perform other tasks as assigned by the Hotel Operations Manager.

EDUCATION AND EXPERIENCE:

One to two years of post high school education.

One to two full years of employment in a related position within this company or other hotel organization(s).

OTHER MINIMUM QUALIFICATIONS:

• Requires thorough knowledge of guest services and the hotel services, policies, procedures and operations, Front Desk and Casino/VIP Operations. General knowledge of other hotel departments.
• Supervisory/management skills.
• Requires the ability to compile facts and figures.
• Ability to make occasional decisions guided by established policies and procedures.
• Oral and written communication skills.
• Ability to develop and enforce Standard Operating Procedures.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

• Must be able to work flexible hours including evenings, weekends, and holidays as needed.
• Must be able to stand or walk for an extended for the entire shift.
• Must be able to speak, read, write and understand English.
• Must be able to tolerate areas containing second hand smoke.
• Ability to maintain regular, predictable attendance according to schedule
• Fast paced environment, multiple tasks to be handled under time constraint.
• Must be able to handle a heavy business volume, and sensitive situations relating to team member and guest problems, in a timely manner.
• Ability to simultaneously manage several projects, and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives.
• Respond to visual and aural cues.
• Must have manual dexterity to operate all office equipment.
• Must be able to recognize and respond to individuals with questions.
• Must be able to maneuver around office and property.
• Must be able to work independently.
• Must be able to lift and carry 10 pounds.
• Must be able to bend, crouch, kneel, twist and work at a desk/counter when performing functions of the job.

The above statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position.

The Company reserves the right to make changes to the job description whenever necessary.

As a part of the new hire process, finalist candidates will be required to complete a drug test and background check prior to an offer being extended, except where applicable law requires that such pre-employment screening occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.

DIRECTLY SUPERVISES (PLEASE LIST POSITION TITLES):

Front Desk and VIP Leads, Supervisor or Chief Clerks

Front Desk and VIP Clerks

Disclaimer: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).