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, the manager serves as Manager on Duty. The position also issues Player’s Club cards to new and existing guests accurately and efficiently. All duties are performed 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 reports and administrative work, supports room-package preparation, and participates in personnel supervision and training under the direction of the VIP & Front Desk Manager. The manager cross-trains as a VIP Services Shift Manager and performs the responsibilities of both positions. The work follows a 24-hour schedule and takes place in a fast-paced casino environment where smoking is permitted and noise can range from moderately loud to loud.

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 perform repetitive hand and wrist motions.
Ability to perform light lifting.
Ability to stand and walk for long periods.
Ability to understand and communicate effectively with candidates and employees.
Physical stamina and a suitable mental attitude to work under pressure in a fast-paced casino environment and deal effectively with customers, management, employees, and members of the business community.

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 special assignments such as junket and resort sales room packages.
Under the direction of the VIP & Front Desk Manager, participate 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 support effective operations.
Authorize point redemption transactions for guests using accumulated points to receive a hotel room.
Respond to routine patron requests, including questions about hotel and restaurant service qualifications or 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, 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 comply with 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 all information-security procedures.
Provide exceptional customer service and communicate in a pleasant, friendly, professional 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 complete future training seminars that enhance Four Diamond guest service.
Attend necessary meetings.