SER Front Desk Manager - 1702

IN HOUSE POSTING:

Any SCIT Tribal Members or associate that works for SECR, SELC & SCIT may apply

SHIFT: 2ND

WAGE: $24.49

POSTED DATES: 2/27/2026-3/4/2026

Eligible Employer for Public Student Loan Forgiveness as a U.S. federal, state, local or tribal government 

Position Summary:  

• Under the supervision of the Front Office Manager, provide the daily supervision, direction, and leadership to all Front Desk Agents, Concierge, Night Auditors, and Bell Persons, including Front Desk Supervisors.  Represent the position of the Front Office Manager when appropriate to oversee that all Front Desk, Concierge, and Bell Desk operations meet established world-class standards.

Essential Duties and Responsibilities: 

• Serves as the primary guest-facing representative of the hotel ensuring a welcoming, professional, and consistent positive experience for all guests.   
• Facilitate a smooth transition from the previous shift; assume responsibility for and safeguard hotel master keys.
• Familiarize yourself with the following: room situation in the hotel; staffing for day’s arrivals/departures; VIP arrivals and departures; and occupancy levels and availability at the beginning of each shift.
• Meet with Supervisors and discuss inventory strategy; VIP/Pre-registration/Tour; group arrivals/departures; proper staffing levels; and the day’s activities, special projects, and items to be conveyed to the Front Office team members.
• Ensure checklists are completed daily and follow through on necessary action.
• Ensure the computer system is monitored and follow through on any corrections necessary with data processing.
• Ensure all items assigned and delegated by Front Office Manager are reviewed and handled properly.
• Monitor over and short cash bank procedures for all Front Office team members. Responsible for maintaining accuracy of the Manager’s Petty Cash bank.
• Monitor status of the house and follow up with Housekeeping to note any occupancy changes.
• Partner with Maintenance and Housekeeping to coordinate and monitor any Out of Order rooms for issues and projects.
• Monitor and manage the daily operations of the Front Office; perform the duties of the Front Desk Supervisor when necessary.
• Supervise night audit and data processing staff in producing audit reports on revenue, occupancy, etc. when covering 3rd shift.
• Complete weekly Supervisor and team member schedules based on forecasted business demands to ensure adequate staffing.
• Work with Front Desk Supervisors to prepare and complete all team member and Supervisors annual performance evaluations.
• Handle timecards for all subordinate positions which include but are not limited to: missing punches, entering and adjusting schedules, unapproved and approving overtime, approving leave slips, approving timecards, dual-rate reports, and no tip reports.
• Track all attendance-related occurrences for accuracy; ensure all occurrences and removals are issued in a timely manner.
• Maintain Mobile Check-In and GEMS feature to ensure a positive guest experience.
• Check lobby and public areas to ensure cleanliness.
• Ensure guest privacy. Ensure guest complaints and service recoveries are handled quickly and appropriately in a positive and professional manner.
• Maintain an open and positive line of communication with all departments in the casino and resort.
• Work directly with the Marketing team in relation to promotional events, entertainment, and room offers.
• Work directly with the Sales team in relation to group functions and conferences.
• Maintain an open line of communication by consistently entering comments on guest reservations, and in the Manager’s Log.  
• Exercise the Four Service Drivers and SECR Core Values. Lead by example.
• Ensure collateral duties are being followed through consistently.
• Assist in career development and training of Supervisors and team members; attend and participate in all ongoing training.
• Remain positioned at the Front Desk or in the Lobby to provide ongoing feedback to team members and Supervisors as necessary to improve overall job performance.
• Ensure that all employees within your department or shift are aware of the hotel’s safety rules, regulations and procedures, and receive training in Safety and Loss Control according to the hotel standards and individual needs.
• Issue appropriate counseling, feedback, retraining, or disciplinary action to ensure that all standards are being met.
• Show appreciation when employees meet or exceed department standards.
• Follow the rules of the Social Media/Blogging Policy, and ensure staff is aware that the Organization reserves the right to monitor and review social media content that violates all applicable company policies and standards.
• Follow all SECR safety protocols and measures at all times.
• Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority. Issue compensation as needed to ensure guest satisfaction with minimal impact on revenue.
• Must maintain strict confidentiality and present a positive, professional demeanor and image at all times.
• The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the supervisor.

Contacts/Purpose of Contacts: 

• Contact with Front Office team members and casino and hotel department managers to communicate operational needs that ensure excellent service and reflect the high standards of the casino and resort.
• Contact with hotel guests and casino patrons to ensure satisfaction.

Minimum Qualifications: 

• Associate’s degree.
• Five years of Hotel Front Office experience and three years of Supervisory experience OR Eight years in a Supervisory capacity within Hotel Operations.
• An equivalent combination of education and directly related experience may be considered.
• Must be able to obtain and maintain a gaming license to meet the employment eligibility requirements as they pertain to the position.

Desired Qualifications: 

• Bachelor’s degree in Hospitality, Business Administration, or related field.

License, Certification, or Special Requirements: 

• Native American preference shall apply to all positions.

Knowledge, Skills, and Abilities: 

• Knowledge of all necessary hotel computer programs and software.
• Knowledge of the hotel’s emergency procedures.
• Knowledge of all Front Office operations.
• Knowledge of principles and practices in a hotel environment.
• Knowledge of surrounding areas and points of interest.
• Skill in providing excellent guest
• Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
• Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, and PowerPoint.
• Skill in preparing, reviewing, and analyzing operational letters and financial reports.
• Skill in supervising, training, and evaluating assigned staff.
• Ability to efficiently schedule and utilize staffing needs.
• Ability to effectively solve problems and deal with a variety of variables in situations.
• Ability to interpret a variety of instructions provided both orally and written.
• Ability to communicate effectively both verbally and in writing.
• Ability to establish and maintain good working relationships with individuals of varying social and cultural backgrounds.

 

Physical Demands: 

• Frequent use of hands, wrists, fingers associated with computer operation.
• Required to stand or walk for up to 8 hours per day.
• Ability to sit, stoop, kneel, or crouch while performing duties.
• Ability to use hands to finger, handle or feel.
• Ability to use arms to reach.
• Ability to talk and listen.
• Occasional requirement to lift/move up to 25 pounds.

Work Environment: 

• Normal office and general hotel environment.
• Frequent walking and standing in a smoking environment and contact with the general public. Constant visual stimulation via neon lights on slot machines, repeatedly changing machine video screens, static or flashing signs throughout the casino, and constant machine and crowd noise.
• Must be able to work all three shifts including, weekends and holidays.
• Extended hours and irregular shifts may be required.