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Front Office Manager
•28 days ago
| Estimated Pay | $30 per hour |
|---|---|
| Hours | Full-time, Part-time |
| Location | Osceola, Iowa |
Compare Pay
Estimated Pay We estimate that this job pays $30.08 per hour based on our data.
$19.82
$30.08
$46.17
About this job
Job Description
Job Description
EMPLOYEE BENEFITS INCLUDE:
The Front Desk Manager is responsible for overseeing and supervising the activities of the Front Desk personnel to ensure the smooth flow of operation of the Hotel Front Desk, RV Park and the Hotel Housekeeping/Laundry Department (in the absence of the Housekeeping Supervisor).
EXPECTED CONTRIBUTIONS INCLUDE:
- Directs team members that perform the following duties and will also perform these duties on their own:
- Welcoming and registering hotel guests, explaining the accommodations and establishing credit or method of payment.
- Checking guests out of the hotel, preparing and explaining the bill.
- Responding to a wide variety of guests requests by accurately assessing the guest needs and request and then ensuring maximum guest satisfaction, while complying with Lakeside Hotel & Casino policies.
- Full knowledge and ability to execute night audit functions: responsible for all night system requirements in terms of backups, system date changes and report runs. Ensures all audit procedures are run, balanced and completed in a timely basis.
- Assists in maximizing revenue and controlling room inventory through the application of appropriate selling strategies in order to surpass budgeted objectives. Identify inventory control risks, executes plans to control rates and ensure inventory is sold across all channels.
- Responsible for various aspects of employee recruitment, retention and engagement:
- Interviews, selects and trains new team members.
- Appraises team member productivity and efficiency for the purpose of recommending promotions or other changes in status.
- Evaluates staffing levels in accordance with business demand, providing recommendations for adjustments whenever possible.
- Monitors team member attendance and records points.
- Empowers Front Desk team members to provide MORE Guest Service to all guests and coworkers. Creates a work environment that promotes teamwork, performance feedback, recognition, respect and team member satisfaction.
- Must be able to work flexible hours including weekends and holidays. Responsible for managing all employee call-ins; may be required to work in their absence.
- Ensures compliance with company policies and procedures.
- Has excellent personal presentation and interpersonal skills, combined with astute problem solving ability.
- Verifies cash bank and cash handling procedures are maintained.
- Prepares and submits all required paperwork and reports of the department.
- Monitors all departmental expenses to increase hotel profitability.
- Performs other duties as may be assigned.
- Sees to it that the Front Desk and Hotel Lobby Area(s) is kept neat and clean at all times.
- Works closely with the Director of Hospitality on Hotel and RV Park projects and operations.
- Prepares and manages weekly schedules of the front desk personnel to ensure the proper coverage is afforded daily based on projected hotel occupancy. Makes necessary changes on the schedule to meet operational demands.
- Coordinates with Housekeeping Supervisor on weekly schedules of the guest services personnel to ensure uninterrupted customer service. Makes necessary changes on the schedule to meet operational demands.
- Enforces all company and departmental policies and procedures. Issues counseling notices and/or disciplines employees who violate the same.
- Promotes positive customer service by assisting guests in addressing their complaints and resolving their problems.
- Coordinates with the different departments concerned regarding changes in promotions, events, hotel rates, etc. Updates the Front Desk boards and informs the Staff on these changes.
- Walks in and out of the hotel and monitor the activities to ensure that guests are getting quality customer service. Assists with Room Inspections on occasion or as needed.
- Coordinates with the Sales Coordinator and Sales Manager on all group blocks, arrival of buses for group check in and blocks the required rooms for the group guests.
- Coordinates with the Director of Hospitality on all capital expense projects repairs that may be required within the Hotel and/or the RV Park
- Updates regularly the hotel occupancy board and coordinates with different departments regarding room availability.
- Coordinates with housekeeping and engineering departments regarding on-going maintenance projects in the Hotel and the RV Park.
- Reports any safety concerns to the Director of Hospitality, the Security Manager and the Facilities Manager, as necessary.
- Maintains an inventory of supplies and forms used in the Front Desk. Makes requisition to replenish the same as the need arises.
- Maintains and uses “property expert” knowledge regarding the hotel PMS (Property Management System).
- Assist with the development of, but not limited to, Hotel forecasts, annual/monthly operational budget(s) capital projects, payroll forecasts, competitive market analysis and business modeling for departmental efficiencies.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); must have two (2) to four (4) years related experience and/or training. Computer knowledge necessary.
CERTIFICATES, LICENSES, REGISTRATIONS
- Must have, or be able to attain (and maintain) an Iowa Gaming license.
- Must have a valid Drivers License.
LICENSES, CERTIFICATIONS OR REGISTRATIONS:
Must be able to obtain and maintain and Iowa Gaming License.
Must be able to obtain and maintain and Iowa Gaming License.
EMPLOYEE BENEFITS INCLUDE:
- All meal and rest breaks are paid!
- Paid Time Off (PTO) earned each pay period!
- 6 Paid Holidays!
- Medical, Dental, Vision, Virtual Doctor Visits!
- 401(k) with Company Match!
- Free $25K Life Insurance!
- Optional Coverages you can buy: Short and Long Term Disability, Additional Life Insurance, Accident Insurance, Critical Illness Insurance
- Free Employee Assistance Plan, including free legal guidance, counseling sessions and more.
- Employee Discounts, Team Celebrations, Awards and more!
DISCLAIMER: This job posting is intended to describe the general nature of this position. It is not intended to be an exhaustive list of all responsibilities, duties and skills required. Employee benefits may vary by location, position, length of service and employment status. Final candidates will be required to complete a drug test and background check. Many positions will require a state gaming license. Affinity Gaming is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.
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