Front Desk Manager

Front Desk Manager

• Supervises assigned operational functions within the department consistent with the strategic plan, the fiscal budget, and the company’s short term and long-term profitability objectives.

• Supervises the delivery and measurement of guest service consistent with the company’s core service standards and brand attributes.

• Supervises assigned staff to include: hiring recommendations that encompass the company’s diversity commitment; training; coaching; performance feedback, recommending and administering discipline, and scheduling.

• Creates a work environment that promotes teamwork, recognition, mutual respect and employee satisfaction.

• Adheres to the company’s status quo third party representation philosophy, complies with company policies, legal requirements and collective bargaining agreements.

• Performs all front office duties when necessary.

• Schedules employees based on guest volume, demand patterns and scheduled group travel arrangements.

• Provides ideas and suggestions for new products, services, technology and processes to ensure Excalibur’s competitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment.

• Supervises the delivery and measurement of guest service consistent with the company’s core service standards and brand attributes. Develops, implements, and maintains an effective guest relations program to include guest complaint resolution procedures.

• Reads and analyzes budget worksheets, operating statements and other financial statements. Meets budget commitments for Front Desk in areas of sales, average room rate, occupancy, labor hours and wages.

• Supervises assigned staff to include: hiring recommendations that encompass the company’s diversity commitment; training; coaching; performance feedback, recommending and administering discipline, and scheduling.

• Provides regular feedback to Guest Service Representatives on specific job responsibilities and guest service. Conducts formal performance evaluation appraisals as required.

• Interviews, screens and selects the most qualified applicants to fill Front Desk vacant positions. Orients and trains new employees.

• Performs other job related duties as assigned.

JOB REQUIREMENTS:

Required:

• At least 1 year of previous hospitality industry experience.

• Working knowledge of PC software programs (MS Word, Excel, Access, Outlook).

• Excellent customer service skills.

• Ability to lead and mentor a team.

• Must have interpersonal skills to deal effectively with all business contacts.

• Professional appearance and demeanor.

• Work varied shifts, including weekends and holidays.

• High school diploma or equivalent.

• Must be able to communicate in English, in both written and oral forms.

Preferred:

• Previous experience working in similar resort setting.

• At least 6 months of previous Front Desk experience.

• At least 3 years’ experience as a Front Services Supervisor in a major hotel resort complex.

Non-Essential Job Duties:

• Delivers linens to guest rooms as needed.
• Gathers linens as needed.
• Performs related work as required.

Physical Demands: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Standing, walking, bending/stooping, crouching, pushing/pulling
• Lifting/carrying up to 40 lbs.
• Good verbal communication
• Hearing normal conversation
• Seeing including near acuity and depth perception, and full field of vision.
• Withstanding noisy condiations due to machines