What are the responsibilities and job description for the Manager Front Office position at Resorts World NYC?
Position Overview:
The Manager Front Office is responsible for the front office operations and includes guest service agents, retail, business center, bell and door staff, and Concierge. The front office manager is also the manager on duty for the hotel operations.
Essential Functions:
- Upholds and complies with Company’s Standards at all times.
- Establishes and maintains standards of a 5-star service.
- Manages the hotel operations, employees and employee’s/guest relationship.
- Responds to guest complains.
- Responds in a courteous, professional, and rapid manner in order to resolve all guest and staff difficulties.
- Conducts accurate Payroll and scheduling towards business needs.
- Manages and witnesses closing paperwork and money drops.
- Manages day-to-day Front office operations.
- Coordinates Front Desk activities with Guest Relations and other departments for all VIPs.
- Performs daily guest room inspections.
- Maintains proper credit and cash bank procedures.
- Check cashiers in and out and verifies banks and deposits at the end of each shift.
- Enforces all cash-handling, check-cashing, and credit policies.
- Controls hotel inventories to achieve maximum sell out at maximum rate.
- Attends pre-convention meetings and works closely with meeting planners to coordinate group activity.
- Manages effective recruitment, hiring, training, recognition, coaching and counselling and other personnel related matters are being handled appropriately throughout assigned departments.
- Facilitates and ensures that performance reviews of all employees within department are complete on a yearly basis.
- Manages payroll and all other activities
- Performs other tasks as assigned.
Essential Requirements:
- Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
- Able to complete all assigned task despite frequent stressful, emergency, critical or unusual interruptions.
- Strong supervisory and communication skills
- Strong Organizational skills and demonstrated problem solving skills
- Working knowledge of Microsoft Office
Knowledge/Work Experience:
- BA/BS in Business Administration, Marketing, Hotel and Restaurant Management or a related field Five (5) years Front Office or Hotel Management experience with three (3) years in a supervisory capacity in a high-volume luxury property
- Previous experience in a five-star facility preferred
- Previous experience in a resort casino environment preferred
- Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission
