Front Desk Shift Manager

Seneca Gaming Corporation•Niagara Falls, NY

10h•Onsite

About The Position

The Front Desk Shift Manager assists with daily front desk and bell/door service activities and provides guidance to subordinate personnel to ensure courteous hotel/resort services. In the absence of the Director of Hotel Operations and VIP & Front Desk Manager, the incumbent assumes the position of “Manager on Duty”. The Front Desk Shift Manager shall efficiently and accurately issue Player’s Club cards to new and existing guests. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives.

Requirements

Must be 18 years of age or older upon employment.
High school diploma or equivalent required.
Three (3) to five (5) years of Front Desk (or equivalent) supervisory experience required.
Must have proficient computer skills.
Must possess a high degree of interpersonal and customer relation skills necessary to ensure total guest satisfaction.
Ability to write routine correspondence and to speak effectively to the public, employees and customers.
Ability to define problems, collect data, establish facts and draw valid conclusions.
Must have the ability to deal effectively and interact well with the customers and employees.
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
Must possess proven leadership ability necessary to provide guidance to subordinate personnel and develop short-term developmental goals.
Must be capable of operating office equipment including, but not limited to, PC and hotel systems software. Requires repetitive motion of hands and wrists.
Light lifting.
Required to stand and walk for long periods.
Must be able to effectively understand and communicate to candidates and employees.
Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations.

Nice To Haves

In the absence of fully qualified candidates, some requirements may be waived.

Responsibilities

Oversee and assist with daily work assignments of Front Desk and Bell Stand.
Investigate and resolve guest situations such as reservation errors or lost personal belongings.
Prepare and process daily reports and performs other general administrative duties as appropriate.
Perform special assignments such as preparing junket and resort sales room packages.
Participate in and under the direction of the VIP & Front Desk Manager, interview, hire, train, and schedule, appraise and supervise all directly assigned personnel.
Adhere to all Purchasing, HR, and TERO compliance policies.
Perform subordinate duties as necessary.
Communicate and coordinate with related areas as needed to ensure effective operations.
Authorize point redemption transactions for guests who have accumulated points to receive a hotel room.
Respond to routine patron requests, such as qualifications for hotel and restaurant services or availability.
Book recommended hotel, restaurant, and walk in reservations.
Enter correct and accurate guest information into the ACSC system.
Issue Seneca Player’s Club cards and relay the cards uses and benefits to new and existing customers.
Promote positive public/employee relations at all times.
Maintain a clean, safe, hazard-free work environment within area of responsibility.
Participate as a panel member on SGC's Board of Review as needed.
Must cross train as a VIP Services Shift Manager and adhere to the functions and responsibilities of both positions.
Maintain a current understanding of all policy and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy. Understand and comply with all information security policies and procedures at all times.
Provide exceptional customer service to all patrons and communicate in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff.
Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.
Must complete all required SGC Training programs within nine (9) months from commencement of employment. Must complete all future training seminars which enhance Four Diamond guest service.
Attend all necessary meetings.
Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by a 24-hour schedule.