Front Desk Shift Mgr

Seneca Gaming Corporation•Salamanca, NY

1d•$19

About The Position

JOB SUMMARY: The Front Desk Agent (primary position) oversees the front desk operations of the hotel, ensuring the highest level of customer service satisfaction to all patrons and guests of the Casino and Hotel while maximizing room revenue and occupancy is called upon to fill the position of the Front Desk Shift Manager (secondary 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. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: 1. Greet, register, and assign rooms to guests of hotel. 2. Compute bills, collect payments, and make change for guests. 3. Issue room keys and escort instructions to bell person. 4. Verify customers' credit, and establish how the customer will pay for the accommodation. 5. Review accounts and charges with guests during the check out process. 6. Keep records of room availability and guests' accounts, manually or using computers. 7. Advise housekeeping staff when rooms have been vacated and are ready for cleaning. 8. Contact housekeeping or maintenance staff when guests report problems. 9. Perform simple bookkeeping activities, such as balancing cash accounts. 10. Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually, or by using computers. 11. Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, etc. 12. Date-stamp, sort, and rack incoming mail and messages. 13. Deposit guests' valuables in hotel safes or safe-deposit boxes. 14. Record guest comments or complaints, referring customers to managers as necessary. 15. Transmit and receive messages, using telephones or telephone switchboards. 16. 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. 17. Provide exceptional customer service to all patrons and communicates in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff. 18. Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies. 19. Must complete all required SGC Training programs within nine (9) months from commencement of employment. 20. Attend all necessary meetings. 21. Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by a 24-hour schedule. ADDITIONAL SECONDARY POSITION DUTIES: 1. Oversees and assists with daily work assignments of Front Desk and Bell Stand. 2. Investigates and resolves guest situations such as reservation errors or lost personal belongings. 3. Prepares and processes daily reports and performs other general administrative duties as appropriate. 4. Performs special assignments such as preparing junket and resort sales room packages. 5. Participates in and under the direction of the Front Desk Manager, interview, hires, trains, schedules, appraises and supervises all directly assigned personnel. 6. Adheres to all Purchasing, HR, and TERO compliance policies. 7. Performs subordinate duties as necessary. 8. Communicate and coordinate with related areas as needed to ensure effective operations. 9. Promote positive public/employee relations at all times. 10. Maintain a clean, safe, hazard-free work environment within area of responsibility. 11. Participate as a panel member on SGC's Board of Review as needed.

Requirements

Must be 18 years of age or older upon employment.
High school diploma or equivalent required.
Must have excellent customer service skills.
Minimum of six (6) months of Front Desk experience required.
Must have proficient computer skills.
Must possess excellent communication skills.
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 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.
Must be able to stand and walk for long periods.
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.

Responsibilities

Greet, register, and assign rooms to guests of hotel.
Compute bills, collect payments, and make change for guests.
Issue room keys and escort instructions to bell person.
Verify customers' credit, and establish how the customer will pay for the accommodation.
Review accounts and charges with guests during the check out process.
Keep records of room availability and guests' accounts, manually or using computers.
Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
Contact housekeeping or maintenance staff when guests report problems.
Perform simple bookkeeping activities, such as balancing cash accounts.
Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually, or by using computers.
Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, etc.
Date-stamp, sort, and rack incoming mail and messages.
Deposit guests' valuables in hotel safes or safe-deposit boxes.
Record guest comments or complaints, referring customers to managers as necessary.
Transmit and receive messages, using telephones or telephone switchboards.
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 communicates 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.
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.
Oversees and assists with daily work assignments of Front Desk and Bell Stand.
Investigates and resolves guest situations such as reservation errors or lost personal belongings.
Prepares and processes daily reports and performs other general administrative duties as appropriate.
Performs special assignments such as preparing junket and resort sales room packages.
Participates in and under the direction of the Front Desk Manager, interview, hires, trains, schedules, appraises and supervises all directly assigned personnel.
Adheres to all Purchasing, HR, and TERO compliance policies.
Performs subordinate duties as necessary.
Communicate and coordinate with related areas as needed to ensure effective operations.
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.