FRONT OFFICE MANAGER

Chukchansi Gold Resort & Casino • Coarsegold, CA

22d

About The Position

SUMMARY: Manages all activities related to Front Desk, Central Services/PBX, and Bell Services of the Hotel, ensuring efficient operations in accordance with CGRC’s policies, procedures, and CGRC’s commitment to providing guests with an exceptional experience.

Requirements

• High School diploma or GED required.
• Bachelor’s Degree in Business or Hospitality related field or equivalent work experience.
• Minimum of three to five years prior hotel experience, preferably in Front Office and/or Reservation Operations with progressive line level and supervisory experience required.
• Proficiency in MS Office programs is a must.
• Must possess effective communication and organizational skills.
• Must be able to multitask effectively.
• Must be able to work with little to no direct supervision.
• Strong entrepreneurial spirit with a hands-on approach is required.
• Highly motivated, energetic, and work-quality oriented individual with demonstrated initiative for achievement with little direction is required.
• Excellent time management, communication, organizational, and interpersonal skills are required.
• Experience having worked in front office and/or front desk, night audit, reservations, and/or concierge is required.
• Must be able to work days, mid-shift, evenings, nights, weekends, and holidays.
• Must have knowledge of Front Office Front Services training techniques.
• Ability to read and understand financial reports, policy and procedure manuals, and technical instructions.
• Ability to respond to common inquiries or complaints from guests, regulatory agencies, or members of the business community.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, decimals, and percentages.
• Ability to apply common sense reasoning to a variety of situations.

Nice To Haves

• Knowledge of Property Management Systems/PMS (currently Opera) is a plus.

Responsibilities

• Interacts effectively with the public and Team Members.
• Perform excellent customer service at all time.
• Optimizes financial performance while achieving resort occupancy and revenue goals.
• Inspires, trains, and develops team members while encouraging, equipping, and empowering them to be autonomous and to use good judgment and common sense.
• Creates, develops and implements effective strategies of organization for the Front Desk, Central Services/PBX, and Bell Service, ensuring maximum guest service and satisfaction.
• Identifies opportunities for process and service improvements to achieve service delivery efficiencies.
• Achieves budgeted revenues and expenses, and maximizes profitability related to guest services.
• Develops financial and operational plans that correspond to the overall objectives of the Hotel.
• Manages room inventory to maintain highest possible room occupancy and average daily rate.
• Facilitates the flow of information throughout the property by organizing and presiding over regularly scheduled meetings with the Front Desk, Central Services/PBX, and Bell Service Team Members.
• Maintains procedures for credit control, handling of financial transactions, security of monies, guest security, and emergency response systems.
• Manages, guides, and supports Team Members in their daily responsibilities.
• Resolves guest complaints to the benefit of the guest and the organization.
• Implements and maintains an effective service recovery program while teaching Team Members how to resolve and de-escalate guest issues.
• Accurately records and measures revenue, expenses, and KPIs and prepares various departmental reports.
• Develops and maintains an effective working relationship with all team members.
• Maintains adequate staffing levels by interviewing, selecting, training, scheduling, evaluating, assisting with career development, promoting, and separating Team Members as appropriate.
• Maintains a professional appearance, conduct, and demeanor reflective of the hotel image.
• Ushers at special events as requested by management.
• Performs any reasonable request made by management.

Benefits

• competitive wages
• employee perks
• $43,000-$58,000 in benefits alone, including medical, vision, 401K with employer match and immediate vesting, life insurance, meals, reduced workday hours, paid time off and more
• free and discounted meals in the Team Dining Room
• paid time off
• holidays gifts and raffles
• discounts for Costco memberships, the Monterey Bay Aquarium, Six Flags, Verizon Wireless and Chukchansi Park

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees