HOTEL FRONT OFFICE MANAGER

Job Purpose:   Supervises Hotel Front Office activities and staff   Job Duties and Responsibilities: (Note: Duties and responsibilities may be added, deleted, or changed at the sole discretion of Sycuan Management at any time) Maintains efficiency of Hotel Front Office operations by scheduling and assigning duties to Concierge and Front Office Agents, reviewing and monitoring staff schedules to ensure adequate coverage, communicating pertinent departmental and Casino information to staff, monitoring staff activities and providing guidance and instruction as needed, addressing and resolving non-routine guest complaints, identifying, anticipating, and resolving hotel guest problems, and submitting a summary of hotel activity and recommendations for improvements to the Hotel Operations Manager. - 40% Provides guests with service by acknowledging guests, assisting guests with transportation, wake up calls and room service requests, offering appropriate casino information and assistance, on events, promotions, contests and giveaways, resolving guest disputes, and treating guests in a friendly and courteous manner. - 20% Develops team members by meeting with staff members on a regular basis, mentoring, guiding, and coaching staff to optimal performance, monitoring results, providing direct, constructive and consistent feedback, conducting performance appraisals, providing corrective action as needed, and modeling expected collaborative and service behaviors. - 15% Provides accounting of transactions during shift by entering cash transactions into property management system, counting currency, logging guest discounts, vouchers, VIP points and credit cards on to cashier drop work sheet, balancing money drawer against generated cashier report following established procedures, and reporting discrepancies to the Hotel Operations Manager. - 10% Responds to phone and online reservations by confirming phone reservations, informing guests of resort amenities, up-selling and cross-selling when appropriate, and ensuring online travel agent reservations are coded appropriately in the database following established procedures. - 10% Hires qualified team members by communicating staffing needs and advertising requirements to Human Resources, and interviewing and selecting the best qualified candidates. - 5% Job Specifications: Education and Experience: Essential: Bachelor's Degree in Business Administration or related field or 2 years of progressive Hotel Operations experience 3 years of hospitality and/or lodging experience 1 year of managerial experience Desirable: Bachelor's Degree in Hospitality Management Skills and Knowledge: Essential: Ability to interact effectively with team members, guests, and business clientele Ability to provide guidance and leadership to staff members Ability to prioritize and perform multiple tasks and assignments Ability to perform data entry assignments Ability to communicate effectively in the English language Ability to compose written documents in the English language Ability to complete forms and documents and written reports Working knowledge of database, spreadsheet, and word processing applications Ability to evaluate problems encountered on the job and make sound judgments Ability to maintain professionalism and composure Ability to sit or stand for up to eight hours at a time Ability to understand and follow verbal directives and written directions Ability to accept constructive criticism Ability to work in a smoking environment Ability to appear for work on time Ability to maintain confidentiality Ability to work flexible shifts, weekends and holidays Desirable: Working knowledge of Infor HMS tracking system Working knowledge of MS Word and Excel Multi-lingual   Supervisory/Managerial Accountability: Direct:  Front Office Agent, VIP Front Office Agent, Concierge Indirect: None