Front Desk Manager

Job Description

Job Description

POSITION PURPOSE :

The Front Office Manager leads with passion drive and enthusiasm our Front Office Associates who are responsible for creating a personalized and unparalleled arrival and departure experience, as we anticipate guest needs. This involves training, coaching and managing. This position leads the Front Office operation and works in collaboration with all other departments to provide an unsurpassed experience for our guests as well as our associates. The Front Office Manager is responsible for the daily operations of the Front Office Department and in doing so will present a positive image of the Hotel to all guests and is knowledgeable of all hotel services.

ESSENTIAL FUNCTIONS

• Ensure that Trump brand standards, policies and procedures are understood and followed through among Front Office associates. Recognize and seize all opportunities to increase guest loyalty, employee satisfaction and profitability.
• Demonstrate positive leadership characteristics which inspire team members to meet and exceed standards, and promote team member empowerment. Train, coach, develop and supervise according to Trump policies and procedures.
• Work with the Bell, Door, Concierge, Front desk & Attaché teams to ensure the all hotel policies and procedures are followed
• Evaluate and manage a weekly schedule based on business levels while ensuring that the front office department has coverage at all times. Ensure payroll is documented and submitted accurately and in line with budgeted hours.
• Ensure compliance for cash handling and auditing procedures as outlined by the finance department.
• Assure that financials goals of the division and the hotel are met. Responsible for monitoring and controlling expenses in relation to the Front Office including labour, supplies, and other divisional expenses.
• Continually look at ways to reduce expenses and drive revenues. Articulate the department and hotel goals to the Front Office team, driving the team towards achieving these goals.
• Responsible for the hiring, coaching, training, development, and performance management of associates. Responsible for the completion of yearly reviews for all Front Office Associates.
• Interact positively with guests and take action to resolve problems to the satisfaction of all parties involved.
• Ensure that guest preferences are meticulously recorded and that a detailed guest history is maintained and accurate for easy reference of all properties in the Trump Hotel Collection
• Ensure that personal appearance and hygiene standards are an example for the team and reflect a professional image for our guests.
• Ensure that proper procedures for dealing with guest illness or injury, system failures, fire alarms, robbery, security incidents and other emergencies are followed.
• Assist with responsibilities and duties in the absence of or due to heavy volume in the areas of Attaché, Concierge, Bell Staff, and lobby coverage.
• Work closely with Reservations, Sales and Front Office to maximize rate, occupancy and total revenue. Assist in preparing business forecasts and annual budget for the division.
• Work in conjunction with other departments such as Security, Housekeeping and Food and Beverage in ensure high level of guest satisfaction.
• Procurement of furniture, fixtures and equipment and operating supplies and equipment.
• Knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to Rules and Regulations established in the employee handbook and hotel policies.
• Other duties as assigned

QUALIFICATION STANDARDS

EDUCATION

High school graduate or equivalent required. Four year college degree preferred.

EXPERIENCE

Minimum of 3-5 years Front Office, Guest Services and / or Housekeeping management experience for major Resort Company in a similar size operation.

Trump Hotel Las Vegas participates in the federal E-Verify program, an electronic system that verifies employment authorization in the United States by comparing information from an employee’s Form I-9, Employment Eligibility Verification, with government databases. The company uses E-Verify only after an employee has accepted a job offer and completed the Form I-9. The company does not use E-Verify to pre-screen job applicants or candidates who have not received a job offer from the company.”