Assistant Manager Front Office - PCR

Palms•Las Vegas, NV

About The Position

The Assistant Manager Front Office serves as the on-duty operational leader responsible for the overall performance of the front office during assigned shifts. The role oversees VIP service execution, guest satisfaction, service recovery, team supervision, and adherence to brand and service standards, while coordinating front desk, VIP services, and guest experience functions. The position is responsible for daily Hotel Front Desk and VIP Lounge operations, including check-in and check-out procedures; delivering personalized service to Tribal guests and high-profile clientele; supervising and developing team members; and coordinating with other Hotel departments. It also supports administrative operations, room availability and revenue management, budgeting, forecasting, inventory and labor cost controls, recordkeeping, and compliance with company policies and applicable regulations. Work is performed in a lounge and office setting. The environment may involve varying noise, temperature, illumination, and air quality, and possible smoke exposure. Noise is usually moderate to loud, with frequent contact with executives, department management, team members, and guests.

Requirements

At least 5 years of experience in hotel and/or front desk operations.
At least 2 years of supervisory experience.
Strong knowledge of hotel operations and property management systems (PMS).
Excellent organizational skills.
Excellent people skills and the ability to lead and motivate a team.
Conflict resolution skills.
Ability to communicate effectively, both verbally and in writing, with managers, departments, and the general public.
Ability to lead by example in a fast-paced, guest-centric environment.
Ability to support and delegate duties.
Flexible schedule, including availability on weekends and holidays.
Ability to make decisions in a logical and timely manner.
High School Diploma or equivalent.
Ability to tolerate varying noise, temperature, illumination, and air quality conditions, and possible smoke exposure.
Ability to sit or stand for prolonged periods and maintain mobility.
Ability to balance, stoop, kneel, crouch, reach, push, pull, lift, grasp, talk, hear, and perform repetitive motions.
Ability to lift, carry, push, pull, or otherwise move objects weighing up to 25 pounds occasionally.
Eye-hand coordination and ability to use standard office equipment.
Ability to distinguish letters, numbers, and symbols.

Responsibilities

Oversee daily Hotel Front Desk and VIP Lounge operations, including implementation and execution of check-in and check-out procedures.
Deliver exceptional guest service, prioritizing Tribal guests and high-profile clientele while ensuring privacy, professionalism, and personalized care.
Lead by example in guest interactions, resolve disputes, answer inquiries, and manage a team of VIP Representatives.
Communicate effectively with team members to promote a welcoming work environment and positive morale.
Provide superior service to guests and residents.
Maintain effective communication between the Front Desk and Hotel operations departments, including Internal Maintenance, Housekeeping, and Front Services.
Participate in hiring, training, coaching, and performance management of team members.
Assist the Hotel Manager with reporting, scheduling, and administrative tasks as assigned.
Monitor team members’ productivity and adherence to company and departmental policies and procedures.
Maintain room rack and availability while supporting maximum occupancy and room revenue.
Assist the Hotel Manager with budgeting and forecasting focused on long-term occupancy and revenue generation.
Monitor and control inventory, expenses, and labor costs, and ensure budget adherence.
Maintain records of team members’ adherence to policies and procedures, including required counseling and disciplinary actions.
Support compliance with health, safety, company policies, and local regulations.
Perform other duties and projects as requested.