Job Description

Supervise Front Desk Clerks, Spa, Bell Desk and Valet. Handles scheduling, payroll, variances, associate's files, up sell program, rate/inventory management and guest/associate relations

* Reports directly to Hotel Director.

• Processes non-guaranteed, casino and other general reservations to ensure hotel occupancy is maximized.

• Attend meetings and give shift briefings daily.

• Ensure manager’s bank is counted and bank out procedures are followed.

• Monitor reservations and ensure billing is set up correctly and guests are processed in a timely manner.

• Ensures all associates are logged in answering the phone with in 3 rings, and abandonment rate is kept at 3% or lower.

• Set the example and tone for the office with a friendly, courteous, and professional manner while utilizing IP direction skills.

• Ensure staff keeps standards high and maintain IP policy and procedures. • Constant knowledge and use of the following systems: hotel, player system and flight system. • Constant knowledge of airport policies and procedures.

• Constantly coach, train and counsel associates on policy and procedures and update associate files.

• Constantly creates and ensures a fun-filled and exciting environment where the flawless delivery and execution of service excellence is paramount.

• Constantly demonstrates a positive and enthusiastic demeanor to guests

• Constantly ensure staff adheres to all company policies and procedures.

• Constantly ensures Signature steps are being followed.

• Constantly maintain a good working relationship with the entire casino and hotel staff.

• Constantly maintains knowledge of Hotel, Community and Special Events to provide guests with superior service.

• Constantly oversees entire Hotel Front Office (Front desk clerks, concierge, room’s controller, PBX, reservations and arcade).

• Constantly review office budget, supplies and financial statements.

• Constantly train and empower all staff to service guest’s problems/complaints and ensure they are resolved in a prompt, courteous and efficient manner.

• Frequently assist management to develop and maintain budget reports, evaluate monthly progress of the air office in relation to budgets and make changes as necessary.

• Frequently communicate needs of guests to front desk, transportation, room service, special events, hosts and credit department as needed.

• Frequently enrolls group data into computer.

• Frequently handles invoices, check requests and contracts.

• Occasionally assists in the assembly and distribution of envelopes for guests.

• Occasionally monitor rates and inventory to ensure hotel is being properly yielded to maximize occupancy, rate and ensure the casino has rooms for their players