Assistant Front Desk Manager

Spokane Tribe Resort & Casino•Airway Heights, WA

22h

About The Position

Under the direction of the Hotel Operations Manager, the Assistant Front Desk Manager oversees the day-to-day operations of the hotel front desk, call center, and retail functions. This role sets the standard for guest arrival, reservation, and pre-arrival communication experiences while leading, mentoring, and developing a cross-functional team of front desk agents, call center representatives, and retail staff. The Assistant Front Desk Manager collaborates closely with hotel leadership to drive service excellence, support revenue management, and maintain seamless inter-departmental operations.

Requirements

High school diploma or GED required; associate degree or higher in Hospitality Management, Business Administration, or a related field preferred
Minimum two (2) years of hotel or hospitality supervisory experience with direct oversight of front desk, call center, or reservations staff; casino or resort property experience preferred
Prior experience as a Hotel Front Desk Agent, Call Center Lead, Reservations Supervisor, or comparable role preferred
Proficient in Lodging Management Systems (LMS), reservation platforms, and Microsoft Office Suite
Willing and available to work varied schedules, including nights, weekends, holidays, and special events
Communicate effectively with guests, team members, and external contacts. Read, write, and speak English fluently.
Strong leadership, coaching, and team development skills with the ability to supervise staff across multiple functions simultaneously.
Excellent guest service orientation with demonstrated ability to de-escalate complaints, resolve conflicts, and ensure service recovery in a fast-paced hospitality environment.
Strong organizational skills and attention to detail; ability to manage competing priorities across front desk, call center, and retail operations.
Critical thinking and sound judgment in applying department policies, handling escalations, and identifying and implementing operational improvements.
High level of integrity, discretion, and commitment to confidentiality.
Proficient in Lodging Management Systems (LMS), call center and reservation platforms, and Microsoft Office Suite; ability to quickly learn and troubleshoot property technology systems.
Demonstrated mathematical acumen and cash handling accuracy; ability to manage revenue-related tasks, including rate input and retail inventory reconciliation.
Move efficiently throughout all work areas of the property, including front desk, call center, retail, and hotel guest floors.

Responsibilities

Promote and support a culture of excellence at Spokane Tribe Resort & Casino by modeling STRC values, delivering exceptional guest service, and upholding the highest standards of professionalism and ethics.
Provide exceptional guest service throughout all interactions.
Ensure compliance with all applicable gaming regulations, internal controls, and departmental policies, including requirements of the Gaming Commission and applicable state and federal authorities.
Supervise the day-to-day operations of the front desk, call center, and retail functions; lead, mentor, and develop team members across all three areas to deliver consistent, exceptional guest service in alignment with STRC standards.
Recommend candidates for hire; participate in onboarding, training, and scheduling of front desk agents and call center representatives; provide input on performance evaluations and address staffing and attendance needs across all reporting teams.
Oversee call center operations, including monitoring call handling, guest satisfaction metrics, and policy adherence; serve as the escalation point for complex or unresolved guest interactions and ensure prompt, professional service recovery.
Administer all reservation channels, including online, phone, and group bookings; oversee pre-arrival coordination; confirm group reservations and arrange personalized services for VIP guests and event attendees.
Perform front desk functions including guest check-in and check-out, room assignment, payment verification, and registration; welcome guests upon arrival, provide information about available rooms, rates, and amenities, and resolve guest complaints in a timely and professional manner.
Provide input on revenue management strategies and hotel rate management; maintain comprehensive knowledge of STRC accommodations, amenities, and services and proactively upsell facilities and services as appropriate.
Utilize guest relationship management (GRM) tools to track and maintain records of guest correspondence and interactions; coordinate with housekeeping to ensure rooms are clean, properly furnished, and ready to meet guest needs.
Assist with retail operations, including product ordering, establishing and maintaining par levels, and supporting end-of-month inventory processes.
Test and report reservation and call center technology issues to ensure smooth system operation; maintain and organize training materials and ensure team members are current on systems, procedures, and STRC business objectives; facilitate effective communication between the call center, hotel operations, and other departments.
Demonstrate dependability and reliability by maintaining regular, punctual attendance and consistently fulfilling assigned shifts and responsibilities.
Create, maintain, and facilitate a positive and safe work environment; promote healthy team member relations and report concerns to appropriate personnel.
Perform other duties as assigned.