Hotel Front Office - Front Desk - Reservations Manager

Kalispel Tribe Careers•Spokane, WA

3d•Onsite

About The Position

To provide day-to-day supervision, direction and leadership to all Front Office team members and supervisors; to represent the position of Front Office Manager when appropriate. Provides the department with leadership, whereby they achieve results in accordance with the objectives, performance and quality standards established by Northern Quest Resort and Casino. Ensure Northern Quest Resort and Casino’s Core Values and Core Purpose are exercised daily.

Requirements

Six years’ related experience and/or training; or equivalent combination of education and experience.
Must be computer literate with working knowledge of Microsoft programs and other computer software.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of guests or team members of an organization.
Ability to calculate figures and amounts such as discounts, interest, and commissions.
Ability to coordinate multiple tasks.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to use and assist in the use of copy machines, fax machines and other related office equipment.
Ability to work with mathematical concepts such as percentages and ratios to practical solutions.
Ability to establish procedures for the effective implementation of the VP of Hospitality’s directives. Prepare complex reports, correspondence, charts, layouts, forms, handbooks, memoranda, and other information and instructions.
Excellent organizational, communication, and leadership skills.
Knowledge of principles and practices of general business administration including personnel practices and employment laws, program budgeting, general accounting, financial analysis, and fiscal management practices.
Skill in effectively communicating information through verbal and written correspondence to team members, managers, clients, guests, and the public, including writing reports, business correspondence, and procedural manuals.
Skill in solving practical problems and dealing with situations where only limited standardization exists.
Skills in assessing operation, program, staffing and fiscal needs.
Skill in identifying and resolving administrative/Guest Hospitality problems under pressure conditions.
Obtain and maintain [License or Work Permit Level].
The physical demands described are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to stand; walk, use hands to finger, handle, or feel. Reach with hands and arms. Talk, hear, taste or smell. The employee is frequently required to climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 40 pounds and occasionally lift and/or move up to 50 to 70 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.
While performing the duties of this job, the employee may be exposed to tobacco smoke, flashing lights, and loud noises as found in a casino setting. The employee is occasionally exposed to moving mechanical parts, repetitive motions, extreme cold or extreme heat. The noise level in the work environment is usually moderate.
The Kalispel Tribe of Indians is an Equal opportunity employer. Consistent with federal law, the Kalispel Tribe of Indians applies Indian preference in employment. It is the policy of the Kalispel Tribe of Indians to give preference in hiring, promotions, and transfers into vacant positions to qualified applicants in the following order: 1) Kalispel Tribal Members; 2) Spouses of an enrolled Kalispel Tribal Member; 3) enrolled members of other Indian Tribes; 4) all other applicants.
The employee is expected to adhere to all company policies.
At-Will Employment: Employment with the Kalispel Tribe of Indians is at-will and can be terminated with or without cause, and with or without notice, at any time, either at the option of the employee or the Kalispel Tribe of Indians.
Drug Testing: The Kalispel Tribe of Indians is a drug free workplace. All applicants are subject to drug testing at the time of hire and at unannounced times during employment.
Background Investigation: All candidates and employees may be subject to a background investigation.

Nice To Haves

Experience in a 150+ room with four star/four diamond hotel is a plus.
Direct experience in organizational development is strongly preferred.

Responsibilities

Ensures compliance with the Kalispel Tribe of Indians Internal Controls and Northern Quest Resort and Casino Policies and Procedures.
Develop policies and procedures to ensure compliance with Tribal, State, Federal and NIGC regulations and ensure an adequate internal control system is in place.
Works directly with the Front Office Manager and the reservation system availability to ensure maximum revenue generation, while not turning rooms away in a low occupancy period.
In conjunction with the Front Office Manager establish recommended applicable rates and other restrictive conditions far in advance to the dates in question.
Monitoring inventory to third-party vendors for rooms sales on the world wide web (GDS).
Work closely with the Director of Loyalty Marketing to host player’s club programs.
Create leisure packages which contain components of resort amenities in conjunction with the Front Office Manager and Revenue Manager.
Responsible for maintaining a consistent, regular good attendance record.
Ensure control/protection of company assets.
Develop Key Performance Indicators (KPI’s) to maximize revenue growth and efficiencies within the Reservation Department.
Supervises PBX /Reservations Supervisors, Group Coordinator, and Front Desk Supervisors.
Staff with the Reservations Department according to call volume and the Front Desk Department according to arrivals and departures ensure the accuracy and timely submittal of the department’s work schedules.
Conduct interviews, reviews, and disciplinary action as necessary.
Works closely with the Direct of Sales, Group Coordinator, and Sales Managers to control group blocks.
Familiar with all yield management principles.
Disseminate special request information to appropriate departments.
Ensure that all new and existing Agents are being supervised by scripted techniques.
Ensure properly trained team members are present to service the guest, and that the necessary timely performance of hotel interrelated functions is expeditiously completed.
Monitors the selling technique of the team members and implements/follows-through with corrective measures.
Design and maintain an Up-Sell Program
Daily and weekly payroll monitoring to ensure maximum productivity and service, while staying within budgetary guidelines.
Completes all dates/prioritized goals and objectives in a timely manner.
Maximizes office productivity through proficient use of appropriate software applications.
Assists in developing office budget and initiates cost reduction programs.
Ensures department presents a friendly, professional, non-rushed approach when answering phones and working with guests.
Assume responsibility for hotel master keys.
At the beginning of the shift, familiarize self with the following: Room situation in the hotel, Staff for day’s arrival/departures, VIP arrivals & departures
Meet with Front Desk Supervisors and discuss: Inventory strategy, VIP/Pre-registration/Tour, Group arrivals/departures, The day’s activities, special projects, and items to be conveyed to the Front Office Team Members
Follow and enforce proper cash handling procedures.
Review Credit Report and act on appropriate accounts.
Ensure that the computer system is monitored and follow through on any corrections necessary with Date Processing and the night audit process.
Adhere to department, AAA and Forbes standards
Create a four-diamond / four-star image and promote goodwill for Northern Quest Resort and Casino.
Ensures all guarantees, advance deposits, cancellations, and waitlists are handled according to Front Office Department procedures.
Deals with guest complaints/requests expeditiously when approached.
Performs daily tours of the areas of responsibility to ensure professional appearance, cleanliness, and saleable presentation is well maintained.
Knowledgeable of all gaming amenities and terminology.
Knowledge of Camas Club procedures.
Knowledgeable packages, rates, and promotions resort wide.
Has full knowledge of the Property Management System and all reports it generates.
Has a full knowledge of the Casino Management System to the extent of user access.
Is knowledgeable of all emergency procedures, fire alarm operations, and can take charge in an emergency, if needed.
Knowledgeable of all federal and local laws as they relate to and govern the operation of the hotel.
Advises the Front Office Manager and protects against any liability possibilities.
Ensures that OSHA regulations are complied with within the department and/or division.
Directly manages 5-7 supervisors in the Front Office areas. Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing team member complaints and resolving problems.