Assistant Front Office Manager

      I.                        Function (Scope and Main Purpose of Job)

The Assistant Front Office Manager is responsible for supervising and administering the operation of the Front Office Department.

      II.                        Core Service Standards

CLEAN: Must make the property shine and look impeccable while maintaining a neat CLEAN and crisp personal appearance

SAFE: Must make guests feel SAFE and comfortable through creating a worry free, carefree experience.

Fast: Provide FAST and efficient service with accuracy. Meet service time requirements and anticipate guest needs.

FRIENDLY: Greet each guest with FRIENDLY welcomes, making eye contact and smiling. Use H.E.A.R.T. steps to ease guest concerns. Say thank you to departing guests.

FUN: Work passionately as a team to create a FUN experience both for everyone who works and plays here

    III.                        Specific Responsibilities and Duties

1. Responsible to the Front Office Manager for successful performance of assigned duties
2. Responsible for the supervision and performance of Guest Service Agents,  Rooms Control Agents, Night Auditors, Bell Persons, and Shuttle Drivers
3. Oversee the daily operation of services for the hotel room operations and the execution of deposits & billing
4. Address all guest service needs and resolve any service related problems or issues
5. Assist front office staff in understanding guests' ever changing needs and expectations
6. Knowledge of guests' needs assessments and quality standards for service
7. Order supplies to ensure proper par levels
8. Monitor team performance on an ongoing basis
9. Establish and maintain effective channels of communication with team members
10. Perform all administrative duties as necessary including attendance records & coaching and counseling
11. Address and follow through with all departmental maintenance and equipment needs
12. Assist in managing the budget for the Front Office
13. Ensure the safety and security of employees and customers
14. Maintain highest occupancy level working closely with sales and revenue management regarding group bookings and occupancy and rating related trends. Achieve measurable goals to ensure highest level of guest service/satisfaction
15. Review staffing levels to maintain budgeted levels employment.  Delegate authorized and assigned responsibilities
16. Participate in the hiring process of Front Office staff to ensure best selection
17. Review rooms activities and promotional status with Hotel leadership
18. Meet with departmental directors and managers as necessary
19. Other duties as assigned.

   IV.                        Job Requirements (skills, knowledge, and abilities)  

1. Able to read and interpret instructions and direction for guests
2. Able to communicate without impediment with guests and staff in all areas relating to guest service
3. Ability to analyze and interpret departmental needs and results
4. Knowledge of front office and reservation procedures and Innkeepers Laws
5. Ability to solve complex problems
6. Ability to perform assigned duties under frequent time pressures
7. Broad variety of tasks and deadlines requires an irregular work schedule
8. Ability to perform assigned duties in an interruptive environment

     V.                        Educational Requirements

1. Education: High School education or equivalent
2. Experience: 3-5 years of experience in a high volume hotel, front office, reservations or room division management with a 4 year degree in a related field or equivalent work experience.
3. Must be able to obtain and maintain a valid gaming license as determined by the Maryland State Lottery.

   VI.                        Physical Requirements 

1. Lifting up to 50lbs
2. Pushing/Pull up to 50lbs
3. Carry up to 50lbs
4. Some Bending / kneeling
5. Frequent Walking
6. Frequent Standing
7. Some Sitting
8. Climbing steps

 VII.                        Working Conditions

1. 24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees
2. Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
3. You will work in an environment where smoking is allowed.