Front Desk Manager

Fortune Bay Resort Casino•Tower, MN

About The Position

The Front Desk Manager is responsible for overseeing the operation of the Resort Front Desk in an attentive, friendly, efficient, and courteous manner, providing all guests with quality service prior to and throughout their stay while maximizing room revenue and occupancy. Manages fast-paced, high-volume Hotel Front Office operation, including front desk to ensure hospitality guest service standards are achieved in the registration and check-out of hotel guests and the provision of services for other areas. The incumbent uses and maintains multiple computer systems on a daily basis. The objective is guest retention and repeat hotel stays.

Requirements

None required.

Nice To Haves

Post-secondary education with a minimum of 3 years hotel front desk experience in a managerial or supervisory role.
Strong leadership, communication, and managerial skills.
Available to work all shifts and days including weekends if needed.
Able to pass a criminal background check and drug screening.
Strong mathematical background and the ability to analyze and interpret large amounts of data/information.

Responsibilities

Manage the staff at the Front Desk.
Maintain a warm and friendly demeanor.
Monitor employee activities to ensure that standards are being met, staff is being supported, and guest needs are being met.
Review and monitor schedules of staff.
Establish and maintain attentive, friendly, courteous, and efficient hospitality at the Front Desk.
Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations in an attentive courteous and efficient manner. Follow up to ensure guest satisfaction.
Assist to motivate, coach counsel, and discipline Front Desk personnel based on Fortune Bay Resort Casino progressive discipline procedures.
Administer annual Front Desk employee performance appraisals.
Assist with development of employee morale and ensure training of Front Desk personnel.
Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report, and maintain close observation of daily house count.
Review Front Desk staff's worked hours for payroll compilation and submit to accounting on a timely basis.
Assist with preparation of employee schedule according to business forecast payroll budget guidelines and productivity requirements.
Maintain Fortune Bay Resort Casino Resort Front Desk S.O.P.'s.
Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
Work closely with accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies etc.
Greet and welcome all guests approaching the Front Desk.
Ensure implementation of all Fortune Bay Resort Casino policies and procedures.
Attend monthly all-employee team meetings and any other functions required by management.
Be aware of all rates packages and promotions currently underway.
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers, and other employees.
Develop and implement monthly promotions for the Resort Front Desk.
Maintain required parts of all front office and stationary supplies.
Review daily Front Office work and activity reports generated by Night Audit.
Coordinate arrivals, departures, and billing requirements. Block rooms for arrivals and ensure any discrepancies are resolved. Review daily arrivals to ensure proper handling of special requests from guests, return guests, and groups.
Oversee bus groups from scheduling visits, ensuring blocks created, inventory of rooms are in the block, and inputting bus group manifest lists of guests.
Utilize a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests, monitor valet parking, parking revenue and manage guest requests.
Perform other duties as required.