Front Office Manager

Departmental Leadership:

• Informs all Front Office/Valet/Call Center staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Checks accommodations, making sure any special requests are carried out accordingly greet guests upon arrival and ensure escort to accommodations if appropriate.




• Maintains a professional and high-quality service-oriented environment at all times.




• Undertakes full responsibility for managing operating expenses and purchasing for all departments




• Sets Front Office/Valet/Call Center Budget, monitors Profit & Loss and cash handling throughout the year.




• Supervises Upsell program at the Front Office and works as part of the Yield Management team to try and maximize revenue for the hotel.




• Acts as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.




• Works closely with the Housekeeping Department to improve guest services and foster cross departmental communication.

Personnel & Administrative Tasks:

• Manages and monitors activities of all employees in the Front Office/Valet/Call Center departments making sure they adhere to the standards of excellence and to the guidelines set in Department SOPs, hotel policies and procedures, coaching, training and correcting where needed.




• Undertakes full responsibility for Scheduling and Payroll of the department.




• Coordinates daily activities with hotel management team on a daily basis.




• Holds monthly department meetings keeping staff informed of all activities in the hotel, reinforcing Standards of Excellence and promoting a strong team atmosphere and culture.




• Always aware and able to enforce all fire-life-safety procedures.




• Remains current in all updates with regards to new procedures and training.




• Ensures staff is fully trained in emergency procedures.




• Occasionally performs other duties as assigned.

Accountability and Supervision:

Responsibilities include interviewing and hiring; planning, assigning and directing work; appraising performance; rewarding and disciplining; addressing complaints and resolving problems; provide feedback to management as to operating policies, procedures and suggestions on how to make the Hotel Department run more efficiently and cost-effectively.

• High school diploma required.




• Minimum three (3) to five (5) years experience in similar position with two (2) years hotel managerial experience required.




• Previous Front Office experience in supervisory/management capacity in a luxury Resort and Casino required. Previous customer service and general computer experience required.




• Bachelor’s degree in hotel or business administration is preferred.




• Casino Hotel experience preferred.




• LMS knowledge preferred.




• Experience managing multiple departments preferred.