Assistant Manager, Front Office (Full-Time; Varied Shift)

Harrah's Cherokee Casino Resort • Cherokee, NC

3d

About The Position

Manage the operation of the Hotel Front Office. Ensure staff expedite guest registration and departure, providing prompt and courteous service in a fun-filled atmosphere.

Requirements

• High school diploma or GED required
• Two years of supervisor experience in a major hotel operation is required
• Knowledgeable about all Front Office, Front Services, and Harrah’s Standard Operating Procedures
• Proficient in understanding and usage of Property Management Systems (LMS preferred)
• Ability to manage and analyze a variety of problems, including technical and guest service issues
• Must possess strong interpersonal skills, public relations, and Team Member motivational skills
• Excellent oral and written communication skills
• Ability to anticipate, identify, and exceed guests’ expectations
• Strong organizational, administrative, and communications skills
• Excellent oral and written communication skills
• Proficient in the use of Windows-based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook
• Ability to handle multiple priorities in a fast-paced environment
• Neat, professional appearance with excellent personal hygiene
• Must be able to bend, stoop, reach, kneel, twist and grip items
• Must be able to respond to visual and aural cues
• Must be able to read, write, speak, and understand English
• Must be able to work in small, shared office space
• Must be able to lift up to 25 pounds and carry 5 pounds
• Must be physically mobile with reasonable accommodations
• Must be able to operate in mentally and physically stressful situations
• Must have manual dexterity and coordination to operate office equipment, computers, fax machines, and photocopiers
• Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality, including secondhand smoke
• Must be able to work a flexible schedule, including weekends, evenings, and holidays

Nice To Haves

• BSBA from an accredited educational institution is preferred
• One year of management experience preferred
• HotSOS experience preferred

Responsibilities

• Assist the Front Office Manager with day-to-day operations
• Provide extraordinary levels of guest service, reaffirming commitment to the AEP (Avid Experienced Player)
• Assist the front office manager with the preparation and implementation of operating plans and budgets
• Assist the front office manager in the development and implementation of the property's hotel capital improvement plan for the Front Office area
• Execute continuous improvement plans toward the attainment of established financial and service goals
• Respond to business volume by staffing accordingly to ensure timely service
• Maintain positive working relationships and communication with other departments
• Familiar with the telecommunication system
• Verify accurate room status information is maintained and properly managed
• Coordinate room status information with VIP Services and Revenue Manager to maximize occupancy with desired gaming guest
• Resolve guest’s problems quickly, efficiently, and courteously
• Monitor guest feedback on Birdeye and survey systems
• Assist the Front Office Manager in resolving guest complaints
• Assist with the maintenance, monitoring, preparation, and updating of group information
• Supervise an assigned team to lead and develop
• Responsible for policy, processes, and procedures to ensure that Hotel areas are following Regulatory Compliance and Harrah’s Operating Procedures and brand initiatives
• Perform daily, weekly, and monthly property inspections
• Control expenses through efficient scheduling of labor to business-level demand
• Responsible for or actively participates in the initiation of personnel actions, including but not limited to interviews, training, candidate selection, terminations, performance reviews, promotions, transfers, and disciplinary actions
• Exhibit sound decision-making with an emphasis on motivating the team and maintaining high morale
• Provide continuous positive coaching for the development of Team Members and appropriate corrective action when necessary
• Ensure timely and accurate performance appraisals and accurate work history entries
• Adhere to regulatory, departmental, and company policies/procedures in an ethical manner
• Establish and endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees