Hotel Assistant Front Desk Manager $72,000 annual

Oversee the Front Desk staff, including Front Desk Supervisors, Bell Staff, for daily shift operations.  Aid in the administration of the Front Office Department to achieve customer satisfaction, quality service and compliance with Commerce Casino & Hotel policies and procedures while meeting and exceeding financial goals.  This position is intended to offset the Hotel Front Desk Manager’s schedule to provide high management visibility and improved guest service.  As such, this position may be scheduled in the evenings and on weekends when necessary.   PRIMARY JOB FUNCTIONS   The position is responsible for the short-term planning and day-to-day operations of the Front Desk. Recommend procedural changes.  Aids in the administration of the Front Desk and Bell Stand.  Implements and monitors the Department's budget and manages expenses within approved budget constraints. Oversee the shift operations in the Front Office and liaise with sales, reservations, accounting, and the operations departments to ensure smooth operations and achieve an optimal level of quality service and hospitality. Oversee the Front Desk employees; interview, recommend hiring, schedule, train, develop, empower, coach and counsel, recommend performance reviews, resolve problems, provide open communications and recommend discipline as appropriate. Aid in the implementation and administration of company programs.  Ensure compliance with LSOPs and SOPs to ensure an optimal level of guest and associate satisfaction. Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. Perform special projects and other responsibilities as assigned.  Participate in task forces and committees as requested. Maintain good working relationships and open lines of communication with all other departments. Ensure adequate supplies, monitor and maintain the Front Desk systems and equipment to ensure their optimum performance. Communicate both verbally and in writing to provide clear directions to staff. Comply with attendance rules and be available to work on a regular basis. Perform any other job-related duties as assigned.   The duties listed are not set forth for the purpose of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a position title or those to be assigned and performed temporarily outside of an employee’s normal line of work.     QUALIFICATIONS   Work Experience Required:  Work as a supervisor/manager in the hospitality or related industry for 1 year or more or work in guest services for 3 or more years.   Other Requirements:  Must have the ability to communicate in English.  Self-starting personality with an even disposition.   Always maintain a professional appearance and manner.  Can communicate well with guests.  Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.  Ability to effectively deal with internal and external customers using empathy. Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.  Ability to stand and move throughout the hotel property and continuously perform essential job functions. Knowledge of chemical cleaning agents and operation of various cleaning equipment.    Customer Satisfaction:  Our customers are what we are about.  One of the keys to a positive guest experience is positive interaction with Commerce employees.  It is essential that you remain professional at all times, and that you treat all guests and employees with courtesy and respect, under all circumstances.  Every Commerce employee is a guest relations ambassador, every working minute of every day. We strive to complete our GOLDEN CIRCLE culture on every conversation we have with both our internal guests (team members) and external guests (our customers)   Licenses: A casino work permit from the Los Angeles County Sheriff’s Department. The Hotel Assistant Front Desk Manager is responsible for overseeing the Hotel Front Desk department processes.  Regarding the supervision of employees, however, this position is limited to making suggestions or recommendations regarding the staff to the Director of Hotel Operations, who holds a Key Employee or Officer License. The Director of Hotel Operations is the position that makes managerial decisions on behalf of Hotel Front Desk department. The Hotel Assistant Front Desk Manager understands and acknowledges he/she cannot take any action that would require a Key Employee license.   Work Habits:  In order to maintain a positive guest and employee experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance.  You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, can solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.   Safety & Security:  The safety and security of our guests and employees is of utmost importance to Commerce.  Every Commerce employee should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.   Note:  This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties.  Furthermore, the specific examples in each section are not intended to be all-inclusive.  Rather, they represent the typical elements and criteria considered necessary to perform the job successfully.  Other job-related duties may be assigned by the employee’s supervisor. Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each employee remains, always, an “at will” employee.   SCHEDULED HOURS   Commerce Casino operates 24 hours, 7 days a week.  Schedules may vary depending on business.

Salary : $72,000