FRONT OFFICE MANAGER

Chukchansi Gold Resort & Casino•Coarsegold, CA

6d•Onsite

About The Position

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. This role optimizes financial performance while achieving resort occupancy and revenue goals. The Front Office Manager inspires, trains, and develops team members, encouraging them to be autonomous and use good judgment. They create, develop, and implement effective strategies for the Front Desk, Central Services/PBX, and Bell Service to ensure maximum guest service and satisfaction, and identify opportunities for process and service improvements. The position achieves budgeted revenues and expenses, maximizes profitability related to guest services, and develops financial and operational plans that correspond to the overall objectives of the Hotel. They manage room inventory to maintain the highest possible room occupancy and average daily rate, and facilitate the flow of information by organizing and presiding over regularly scheduled meetings. Responsibilities include maintaining procedures for credit control, handling financial transactions, security of monies, guest security, and emergency response systems. The role involves resolving guest complaints, implementing and maintaining an effective service recovery program, and accurately recording and measuring revenue, expenses, and KPIs. The Front Office Manager develops and maintains effective working relationships with all team members, maintains adequate staffing levels through interviewing, hiring, training, and performance management, and maintains a professional appearance and demeanor. They may also usher at special events as requested by management and perform any reasonable request made by management.

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

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.
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.
Directly supervises the activities of all Team Members who work in the Front Desk, Central Services/PBX, and Bell Services teams.
Executes supervisory responsibilities in accordance with CGRC’s policies, procedures, and applicable ordinances and laws.
Responsibilities include interviewing, hiring, and training Team Members; planning, assigning, and directing work; appraising performance; rewarding and coaching Team Members; addressing complaints and resolving problems.
Maintains a high level of professionalism, diplomacy, confidentiality, and leadership by example while at work and off duty.