Front Desk Shift Mgr

Seneca Gaming Corporation•Niagara Falls, NY

About The Position

The Front Desk Shift Manager assists with daily front desk and bell/door service activities and guides subordinate personnel to ensure courteous hotel and resort services. In the absence of the Director of Hotel Operations and VIP & Front Desk Manager, this employee assumes the role of Manager on Duty. The position also issues Player’s Club cards accurately to new and existing guests and performs duties in accordance with Seneca Gaming Corporation policies and procedures, Internal Control Standards, and objectives. The role oversees front desk and bell stand assignments, addresses guest concerns, handles reservations and guest information, processes reports and administrative work, and coordinates with related departments. The manager participates in personnel activities under the direction of the VIP & Front Desk Manager and must cross-train as a VIP Services Shift Manager. The position operates within a 24-hour schedule and requires completion of company training programs within nine months of employment, as well as future seminars that support Four Diamond guest service.

Requirements

Must be at least 18 years old upon employment.
High school diploma or equivalent required.
Three to five years of Front Desk or equivalent supervisory experience required.
Proficient computer skills.
Strong interpersonal and customer-relations skills to ensure guest satisfaction.
Ability to write routine correspondence and speak effectively to the public, employees, and customers.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interact effectively with customers and employees.
Ability to resolve problems and conflicts diplomatically and tactfully.
Proven leadership ability to guide subordinate personnel and develop short-term developmental goals.
Ability to operate office equipment, including a PC and hotel systems software.
Ability to understand and communicate effectively with candidates and employees.
Ability to maintain physical stamina and a proper mental attitude while working under pressure in a fast-paced casino environment and dealing effectively with customers, management, employees, and members of the business community.
Must meet the attendance guidelines of the job and comply with applicable policies.

Responsibilities

Oversee and assist with daily work assignments of Front Desk and Bell Stand.
Investigate and resolve guest situations, including reservation errors and lost personal belongings.
Prepare and process daily reports and perform other general administrative duties.
Prepare junket and resort sales room packages and perform other special assignments.
Participate, under the direction of the VIP & Front Desk Manager, in interviewing, hiring, training, scheduling, appraising, and supervising directly assigned personnel.
Adhere to Purchasing, HR, and TERO compliance policies.
Perform subordinate duties as necessary.
Communicate and coordinate with related areas to ensure effective operations.
Authorize point redemption transactions for guests who have accumulated points to receive a hotel room.
Respond to routine patron requests, including questions about hotel and restaurant service qualifications and availability.
Book recommended hotel, restaurant, and walk-in reservations.
Enter accurate guest information into the ACSC system.
Issue Seneca Player’s Club cards and explain their uses and benefits to new and existing customers.
Promote positive public and employee relations.
Maintain a clean, safe, and hazard-free work environment within the area of responsibility.
Participate as a panel member on SGC's Board of Review as needed.
Cross-train as a VIP Services Shift Manager and perform the functions and responsibilities of both positions.
Maintain a current understanding of information-security policies and guidelines, including the Seneca Gaming Corporation Acceptable Use Policy, and comply with them.
Provide exceptional customer service and communicate pleasantly, professionally, and in a friendly manner; maintain a professional work environment with supervisors, managers, and staff.
Meet attendance guidelines and comply with regulatory, departmental, and company policies.
Complete required SGC Training programs within nine months of starting employment and attend future training seminars that enhance Four Diamond guest service.
Attend necessary meetings.