Front Office Manager

Harrah’s Cherokee Valley River Casino & Hotel Position Description                                                   

POSITION TITLE: Manager, Front Office

DEPARTMENT:  Hotel

GRADE/FLSA STATUS: L11—Exempt

BADGE TYPE/COLOR: Key--Blue

REPORTS TO: Director, Hotel Operations

SUPERVISES: Front Desk Supervisor, Front Services Shift Manager

JOB SUMMARY:                         

Manage the operation of the Hotel Front Office. Ensure that staff expedites guest registration and departure providing prompt and courteous service in a fun-filled atmosphere. 

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values  
• Provide extraordinary levels of customer service reaffirming commitment to the AEP (Avid Experienced Player)
• Prepare and implement operating plans and budgets
• Review and track monthly financial statements
• Assist in the development and implement the property's hotel capital improvement plan for the Front Office area
• Structure objectives toward the attainment of established financial goals
• Continuous training of all Front Office and Front Services personnel
• Knowledgeable about all Front Office, Front Services, and Harrah’s Standard Operating Procedures
• Respond to business volume by staffing accordingly to ensure timely service
• Maintain positive working relationships and communication with other departments
• Responsible for coordinating the integrity of LMS with Revenue Manager
• Familiar with the telecommunication system
• Verify accurate room status information is maintained and properly managed
• Coordinate room status information with VIP Services and Revenue Manager to maximize occupancy with desired gaming guest
• Resolve guest’s problems quickly, efficiently, and courteously
• Maintain, monitor, prepare and update group information
• Responsible for policy, processes, and procedures to ensure that Hotel areas are following Regulatory Compliance and Harrah’s Operating Procedures and brand initiatives
• Control expenses through efficient scheduling of labor to business level demand
• Responsible for accuracy and the distribution of hotel reports
• Ensure public areas are monitored to discourage loitering in lounge areas
• Responsible for, or actively participates in, the initiation of personnel actions including but not limited to interviews, training, candidate selection, terminations, performance reviews, promotions, transfers, and disciplinary actions
• Exhibit sound decision-making with emphasis on motivating team and maintaining high morale
• Provide continuous positive coaching for development of employees and appropriate correction action when necessary
• Ensure timely and accurate performance appraisals and accurate work history entries
• Adhere to regulatory, departmental and company policies/procedures in an ethical manner

MINIMUM QUALIFICATIONS:

• High school diploma or GED required
• BSBA from an accredited educational institution preferred
• Two years management experience preferred
• Five years supervisory experience in a major hotel operation required

Must demonstrate the following essential knowledge and skills:

• Knowledge of LMS property management system required
• Proficient in understanding and usage of Property Management Systems
• Ability to manage and analyze a variety of problems, including technical and guest service issues
• Must possess strong interpersonal skills, public relations, and employee motivational skills
• Excellent oral and written communication skills
• Ability to anticipate, identify and exceed guests’ expectations
• Strong organizational, administrative and communications skills
• Excellent oral and written communication skills
• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook
• Ability to handle multiple priorities in a fast-paced environment
• Neat, professional appearance with excellent personal hygiene

PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:

• Must be able to bend, stoop, reach, kneel, twist and grip items
• Must be able to respond to visual and aural cues
• Must be able to read, write, speak, and understand English
• Must be able to work in small, shared office space
• Must be able to lift 25 pounds and carry 5 pounds
• Must be physically mobile with reasonable accommodations
• Must be able to operate in mentally and physically stressful situations
•  Must have manual dexterity and coordination to operate office equipment, computer, fax machine and photo copier
• Must be able to tolerate area containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including secondhand smoke
• Must be able to work a flexible schedule including weekends, evenings, and holidays

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job. Harrah’s Cherokee Valley River Casino & Hotel reserves the right to make changes in the above job description whenever necessary.           5.11.23