Hotel-Front Office Manager

Ko-Kwel Casino Resort Medford•Medford, OR

10d•Onsite

About The Position

Responsible for the successful and consistent administration and operations of the Hotel Front Office while leading a warm, welcoming, and guest-focused culture that captures the easygoing spirit of Compass by Margaritaville. As a key ambassador of our Compass experience, this role helps create the friendly energy guests feel the moment they arrive, creating a sense of escape, warmth and genuine connection, while shaping a team environment where employees feel supported, motivated, and excited to deliver exceptional hospitality every day.

Requirements

High school graduate or equivalent with some formal hotel or hospitality training preferred.
Minimum two (2) years Hotel Front Office management experience to include supervision of front desk operations with a pattern of growth in job responsibilities. A combination of education and related work experience may be considered.
Minimum three (3) years of hospitality experience in a casino-hotel environment.
Computer experience essential, including all windows applications.
Good organization and administration skills required.
Able to work in a team environment.
Strong oral and written communications skills demonstrating professionalism.
Ability to work without supervision, to organize and track multiple projects with large amounts of detail necessary.
Ability to meet deadlines, and work well in pressure situations.
Must have excellent public relation skills with the ability to navigate guest issues successfully.
Proven ability to handle non-routine situations with tact and discretion.
Comfortable communicating clearly and positively with both guests and teammates.

Nice To Haves

A degree in hospitality management desirable.
Prefer individual that is proficient in any Property Management software.
Fluent within data base programs preferred.

Responsibilities

Make sure the space stays safe, clean, and friendly for both guests and the rest of the team; speak up and report any safety concerns to the Safety Committee.
Schedules and delegates work to the Front Desk staff.
Responsible for the development, coaching, and ongoing training of employees.
Ensures Front Office operations consistently meet Compass by Margaritaville brand standards, service expectations, and guest experience guidelines.
Partners closely with leaders across the resort to ensure Compass by Margaritaville operations align with and support broader property goals, guest expectations, and service standards.
Follows up with Group Sales & Marketing on guest history, group block pick-ups, and cut-off dates to support seamless group experiences.
Works closely with the Casino players club to promote outstanding service standards for gaming guests.
Remains current on marketing events, room rates, and room availability to help maximize hotel results.
Stays informed on credit policies and ensures staff are properly trained to follow them.
Responsible for maintaining and continually enhancing the Hotel Emergency Manual.
Resolves guest concerns, complaints, and suggestions with a warm, solutions-oriented approach to ensure superior service.
Prepares for and participates in interviews, training programs, new hire orientations, management meetings, and other assigned projects or committees.
Accurately prepares hotel occupancy forecasts.
Ensures all management directions and guest special requests are clearly noted in the Property Management System for timely action by the appropriate hotel department prior to check-in.
Prepares weekly and monthly reports in accordance with required quality standards and established deadlines.
Responsible for creating, implementing, and achieving departmental budgets for the Front Office by using daily wage management techniques, payroll management tools, and appropriate staffing adjustments based on business needs.
Available to work during major events, holidays, weekends, and special functions as needed.
Responsible for upholding and promoting the service standards of Ko-Kwel Casino Resort.
Jump in where needed to support the team and keep things running smoothly. (Other duties as assigned)