Assistant Manager, Front Office (Full-Time; Varied Shift) Starting at $56,518.94/annually

Harrah's Cherokee Casino Resort•Cherokee, NC

16d•$56,519

About The Position

Harrah’s Cherokee Casino Resort Position Description POSITION TITLE: Assistant Manager, Front Office DIVISION: Hotel DEPARTMENT: Hotel Front Office, Hotel Tower IV Front Desk GRADE/FLSA STATUS: L10--Exempt BADGE TYPE/COLOR: Key--Blue REPORTS TO: Manager, Front Office JOB SUMMARY: 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. JOB ESSENTIAL DUTIES AND 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

Requirements

High school diploma or GED required
One year of management experience preferred
Two years of supervisor experience in a major hotel operation is required
Must demonstrate the following essential knowledge and skills: Knowledgeable about all Front Office, Front Services, and Harrah’s Standard Operating Procedures
Proficient in understanding and usage of Property Management Systems (LMS preferred)
HotSOS experience 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
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