Job Description
Job DescriptionJob Summary:
Assisting the Front Office Manager for the successful overall coordination and direction of all activities related to the Front Office daily operations while providing high level of focus on guest satisfaction. Responsible of monitoring the Call Center along with Pool, Business Center and Fitness Center daily while ensuring smooth and efficient operations and in accordance with the Company’s policies.
Job Description
Expectations of Leadership:
- Actively support, demonstrate, and promote the company’s core values.
- Be approachable and engaging with fellow team members
- Always treat individuals with dignity and respect regardless of job position.
- Demonstrate maturity through exhibiting excellent listening skills.
- Make educating, inspiring, and motivating your team central to your mission.
Major Responsibilities/Activities:
- Provides direction and oversees the daily operation of all Front and Back of house activities.
- Assists the Front Office Manager in establishing and enforcing policies and procedures, service and quality standards.
- Provides support to the Front Office Manager in all areas of the Hotel Front Office operation, such as staff training, coaching, counseling and also enforces to the Casino Hotels standard policies and procedures.
- Acts as the Manager on Duty for the Hotel and manages all Front Office operations in the absence of the Front Office Manager.
- Provides support and training to Front Office Shift Managers, Front Office Agents, Night Auditor and Call Center to ensure all processes, policies and procedures are adhered to.
- Proactively implements daily operational plans that corresponds to the overall vision and strategy.
- Assists the Front Office Manager in controlling departmental budget, labor and expenses along with decision-making processes in regards to revenue management and operational strategies.
- Participates in preparation of weekly, monthly and quarterly occupancy and revenue forecasts and attend weekly Strategy meetings in the absence of the Front Office Manager.
- Monitors the Property Management System (PMS) in order to track daily arrivals, departures, occupancy along with room status and balances.
- Works closely with the Casino Hosts team to ensure requests are completed in a timely manner.
- Provides assistance to the Hotel Sales department with group bookings, arrivals and departures along with special requests.
- Communicates with other departments within the Casino Hotel mainly including Hotel Housekeeping, Maintenance and Security.
- Participates and collaborates with the Front Office Manager and Director of Hotel Operations in deploying inventory restrictions and pricing strategies designed to optimize revenue and occupancy while anticipating daily sell out.
- Reviews and responds to all guest feedback platforms including online reviews and internal surveys.
- Handles guest complaints, disputes, and conflicts while emphasizing in guest satisfaction.
- Collaborates with the Front Office Manager in ensuring all Team Members, including new hires know all components of guest services and are trained to meet standards.
- Participates in the development of team member evaluations along with implementation of team member coaching and disciplinary action notice.
- Assisting the Front Office Manager with weekly schedule along with monitoring daily Payroll.
- Perform other duties as assigned.
Minimum Requirements:
- Preference is given to qualified Santa Ana Tribal Members.
- Four-year college degree in hospitality or related field required. May substitute experience on a year for year basis.
- Strong knowledge in PMS (Property Management Systems) is required, V1 experience is preferred.
- Yield management experience is required.
- Strong interpersonal, motivational, and leadership qualities.
- Experience in interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members is required.
- A smartphone capable of running company applications and communication systems is required. If a smartphone is not provided by the company, a candidate or employee may be provided a smartphone of the company’s choice, through a payroll deduction program.
- All employees are required to proficiently use a smartphone for company applications, email, and text.
- Must be able to obtain and maintain a Pueblo of Santa Ana Gaming and Regulatory Commission key gaming license.
Essential Mental Functions:
- Maintain a strict level of confidentiality regarding company information.
- Obtain and maintain most current information regarding applicable Tribal, State, Federal, and Gaming policies, procedures, rules, and regulations.
- Must be a detail oriented, organized individual with the ability to multi-task.
- Proven ability to provide outstanding guest service.
- Proven ability to handle conflict situations.
- Must have excellent problem-solving abilities.
- Must have strong analytical skills.
- Must be able to work in a fast-paced environment.
- Must be able to deal with stressful situations in a professional manner.
- Must be a Team Player.
Essential Physical Functions:
- While performing the duties of the position, the team member is frequently required to stand, walk, turn, use hands and fingers to handle and feel, reach with hands and arms, talk, and hear.
- Must be able to lift to 25lbs.
- Must be able to work at a fast pace and in stressful situations.
- Must be able to maneuver around the office and the facility to collect all necessary materials and documents.
- Must be able to walk and stand for long periods of time.
Equipment Used
- Smartphones, computers, laptop computers, and other traditional office equipment as required.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employee’s duties are performed indoors in a climate controlled non-smoking environment.