Front Desk Manager

Ameristar Casino Hotel Vicksburg•Vicksburg, MS

8h•Onsite

About The Position

Responsible for supervising and managing staff for the Front Desk. Develops, implements and manages operational goals and monitors achievements of performance and profit objectives. Create effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction. Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager. Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. Responsible for the overall achievement of department customer service goals. Responsible for management of daily arrivals and departures in reservation system. Answers inquiries pertaining to hotel policies and services, and resolve occupants’ complaints while supporting all customer service programs. Responsible for posting charges, and settling of folios for individuals and groups, if applicable. Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM. Mains strict confidentiality in all departmental and company matters.

Requirements

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Must be proficient in Microsoft applications (Excel, Access, and Word) and in hotel software.

Responsibilities

Supervising and managing staff for the Front Desk.
Developing, implementing and managing operational goals and monitoring achievements of performance and profit objectives.
Creating effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
Assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.
Supporting, promoting, and demonstrating superior customer service in accordance with department and company standards and programs.
Ensuring customer service standards are followed by all team members and addressing issues as they arise.
Managing daily arrivals and departures in reservation system.
Answering inquiries pertaining to hotel policies and services, and resolving occupants’ complaints while supporting all customer service programs.
Posting charges, and settling of folios for individuals and groups, if applicable.
Ensuring compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM.
Maintaining strict confidentiality in all departmental and company matters.
Staff development and training programs.
Rewards and recognition program to maximize employee engagement.
Evaluating team members within department and delivering constructive feedback to employees in regards to performance.
Determining recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
Determining work procedures and expediting workflow.
Employee performance (disciplining, coaching, counseling).