Front Office Assistant Manager

Boyd Gaming•Biloxi, MS

166d•Onsite

About The Position

Boyd Gaming Corporation is a successful casino entertainment company in the United States. We are seeking a Front Office Assistant Manager to supervise various front office operations, including Front Desk Clerks, Rooms Controllers, Concierge, Reservations, PBX, and Arcade. This role involves managing scheduling, payroll, team member files, up-sell programs, rate/inventory management, and guest/associate relations. The ideal candidate will ensure hotel occupancy is maximized by processing reservations, attending meetings, giving shift briefings, and ensuring proper bank out procedures are followed. This position requires monitoring reservations, ensuring correct billing, and maintaining timely guest processing. A key aspect of this role is ensuring associates adhere to communication standards, such as answering phones within 3 rings and keeping abandonment rates low. The Assistant Manager will set a positive and professional tone for the office, ensuring staff maintains high standards and follows company policies and procedures. This role requires constant knowledge and use of hotel, player, and flight systems, as well as airport policies and procedures. The Assistant Manager will be responsible for coaching, training, and counseling associates, updating their files, and creating a fun and exciting environment focused on service excellence. Demonstrating a positive and enthusiastic demeanor, ensuring staff adherence to all company policies, and following Signature steps are crucial. Maintaining good working relationships with casino and hotel staff, staying knowledgeable about community and special events, and overseeing the entire Hotel Front Office are also key responsibilities. The role involves reviewing office budgets, supplies, and financial statements, as well as training and empowering staff to resolve guest issues promptly and efficiently. Additionally, the Assistant Manager will frequently assist management with budget reports, evaluate office progress, and communicate guest needs to relevant departments. The role also includes enrolling group data into the computer and handling invoices, check requests, and contracts. Occasional assistance with guest envelope assembly and distribution may be required.

Requirements

High school diploma or equivalent.
Two years related experience in hotel operations required.
Strong organizational skills with the ability to use a computer and grasp numerous computer programs.
Must have superior customer service skills, excellent written and oral communication with the ability to effectively communicate and present departmental goals and results.
Guest service experience required.

Responsibilities

Supervise Front Desk Clerks, Rooms Controllers, Concierge, Reservations, PBX and Arcade.
Handle scheduling, payroll, variances, Team Member files, up sell program, rate/inventory management and guest/associate relations.
Process non-guaranteed, casino and other general reservations to ensure hotel occupancy is maximized.
Attend meetings and give shift briefings daily.
Ensure manager’s bank is counted and bank out procedures are followed.
Monitor reservations and ensure billing is set up correctly and guests are processed in a timely manner.
Ensure all associates are logged in answering the phone with in 3 rings, and abandonment rate is kept at 3% or lower.
Set the example and tone for the office with a friendly, courteous, and professional manner while utilizing IP direction skills.
Ensure staff keeps standards high and maintain IP policy and procedures.
Utilize constant knowledge and use of the hotel, player system and flight system.
Maintain constant knowledge of airport policies and procedures.
Constantly coach, train and counsel associates on policy and procedures and update associate files.
Constantly create and ensure a fun-filled and exciting environment where the flawless delivery and execution of service excellence is paramount.
Constantly demonstrate a positive and enthusiastic demeanor to guests.
Constantly ensure staff adheres to all company policies and procedures.
Constantly ensure Signature steps are being followed.
Constantly maintain a good working relationship with the entire casino and hotel staff.
Constantly maintain knowledge of Hotel, Community and Special Events to provide guests with superior service.
Constantly oversee the entire Hotel Front Office (Front desk clerks, concierge, room’s controller, PBX, reservations and arcade).
Constantly review office budget, supplies and financial statements.
Constantly train and empower all staff to service guest’s problems/complaints and ensure they are resolved in a prompt, courteous and efficient manner.
Frequently assist management to develop and maintain budget reports, evaluate monthly progress of the air office in relation to budgets and make changes as necessary.
Frequently communicate needs of guests to front desk, transportation, room service, special events, hosts and credit department as needed.
Frequently enroll group data into computer.
Frequently handle invoices, check requests and contracts.
Occasionally assist in the assembly and distribution of envelopes for guests.
Occasionally monitor rates and inventory to ensure hotel is being properly yielded to maximize occupancy, rate and ensure the casino has rooms for their players.