Front Office Manager

Trump Ruffin Payroll, LLC•Las Vegas, NV

About The Position

The Front Office Manager leads the Front Office Associates in delivering a personalized arrival and departure experience and anticipating guest needs. The role manages the daily Front Office operation, including training, coaching, supervision, and coordination with other departments to provide a high-quality experience for guests and associates. The manager presents a positive image of the Hotel, maintains knowledge of hotel services, and ensures that Trump brand standards, policies, and procedures are followed. The position oversees staffing and scheduling, payroll documentation, cash handling and auditing compliance, expense control, revenue opportunities, and divisional financial goals. It is responsible for hiring, development, performance management, and annual reviews of Front Office associates; resolving guest concerns; maintaining accurate guest preferences and histories; and ensuring appropriate responses to emergencies. The manager also supports other guest-facing areas as needed, collaborates on forecasts and budgets, coordinates with departments to support guest satisfaction, and procures operating supplies, furniture, fixtures, and equipment.

Requirements

High school graduate or equivalent required.
Minimum of 3–5 years of Front Office, Guest Services, and/or Housekeeping management experience for a major resort company in a similar-size operation.
Must be at least 21 years of age.
Must be able to work days, nights, overnights, holidays, and weekends.

Nice To Haves

Four-year college degree preferred.
Additional language ability preferred.

Responsibilities

Ensure Trump brand standards, policies, and procedures are understood and followed by Front Office associates.
Lead, train, coach, develop, and supervise team members; promote empowerment and strong performance.
Coordinate with Bell, Door, Concierge, Front Desk, and Attaché teams to ensure hotel policies and procedures are followed.
Create and manage weekly schedules based on business levels and ensure Front Office coverage at all times.
Ensure payroll is accurately documented and submitted in line with budgeted hours.
Ensure compliance with Finance Department cash-handling and auditing procedures.
Monitor and control Front Office expenses, including labor, supplies, and other divisional expenses, and help meet divisional and hotel financial goals.
Identify opportunities to reduce expenses and increase revenue, and communicate department and hotel goals to the team.
Hire, coach, train, develop, and manage associate performance; complete annual reviews for Front Office associates.
Interact positively with guests and resolve problems to the satisfaction of all parties involved.
Ensure guest preferences are recorded meticulously and guest histories are accurate and maintained for reference across Trump Hotel Collection properties.
Model personal appearance and hygiene standards that reflect a professional image.
Ensure procedures are followed for guest illness or injury, system failures, fire alarms, robbery, security incidents, and other emergencies.
Cover or assist with Attaché, Concierge, Bell Staff, and lobby responsibilities when needed due to absence or heavy volume.
Work with Reservations, Sales, and Front Office to maximize rate, occupancy, and total revenue; assist with business forecasts and the annual divisional budget.
Coordinate with Security, Housekeeping, and Food and Beverage to support high guest satisfaction.
Procure furniture, fixtures, equipment, and operating supplies and equipment.
Understand applicable employee and industrial-relations legislation and adhere to the employee handbook and hotel policies.
Perform other duties as assigned.