Position Overview:

The Front Office Lead is responsible for the operation and supervision of Front Desk, and Bell Station during an assigned shift, ensuring superior service to all patrons and guests of the Hotel/Casino. The Front Desk Lead will assist the staff as necessary to facilitate the handling of guest interactions efficiently and professionally. All duties are to be performed within the guidelines of the Mount Airy Casino Resort policies and procedures, Internal Control standards and Pennsylvania Gaming Control Board regulations.

Essential Job Functions:

• Supervises the daily operation of Front Desk and Bell Station, during as assigned shift.
• Promotes positive guest, employee and public relations at all times.
• Responsible for the quality, consistency and presentation of all products and services delivered to guests.
• Always possesses current knowledge of rooms inventory during assigned shift and coordinates and communicates with Guest Reservations/Marketing areas to achieve yielded maximum occupancy levels and average daily rates.
• Responsible for the coordination of room assignments and ensures all rooms assigned are a clean and vacant status.
• Communicates and coordinates with all related areas to ensure timely check ins and maximum occupancy.
• Performs routine room inspections to ensure adherence to standards and quality products.
• Maintains knowledge of property, hotel, events and promotions to assist with guest inquiries.
• Complies with and enforces departmental policies, procedures and standards, including comp and revenue controls where appropriate. Makes recommendations and implements new policies and procedures.
• Prepares and processes daily reports and handles any exceptions or variances according to established policies and procedures.
• Handles employee training and schedules employees to meet business demands.
• Evaluates and addresses employee job performance, providing praise, motivation and counseling appropriately.
• Investigates, resolves and responds to all guest concerns and issues in a timely and courteous manner. Acts as a liaison between guests and any affected department to resolve any concerns or issues. Implements service recovery actions to remedy service failures. Provides written reports when necessary.
• Works to accommodate guest requests appropriately, timely and efficiently.
• Effectively communicates all job/property related and pertinent information to superiors and subordinates.
• Maintains supplies and keeps areas of responsibility fully stocked. Adheres to established budget for operating expenses.
• Maintains a clean, safe, hazard free and harassment free work environment within the areas of responsibility.
• Assists in other projects and handles job tasks as deemed appropriate.
• Attends meetings as necessary.
• Meets attendance guidelines and adheres to regulatory, departmental and company policies.

Essential Requirements:

• Must be able to perform each of the essential functions and responsibilities satisfactorily.
• Must be a minimum 18 years of age or older upon employment.
• High School Diploma or equivalent required.
• One to two years of Hospitality/Front Office experience required or an equivalent combination of education and experience. Casino/Front Office supervisory experience preferred.
• Proficient computer/PC skills, including Microsoft Office.
• Possesses excellent customer service, organizational, communication and multi-tasking skills.
• Strong interpersonal, motivational and leadership qualities.
• Flexible to work any scheduled shifts and/or days, including weekends and holidays.
• Ability to perform basic calculations and understand, analyze, interpret and communicate guest or operational data and information to achieve objectives.
• Must be able to be approved for and maintain a valid Pennsylvania Gaming License, if necessary.

ADA Requirements:

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described are representative of those an employee encounters while performing the essentials functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

• Must be able to stand, walk and move through all property areas. Must be able to stand or sit for long periods.
• Maintain physical stamina and proper mental state of mind to work under pressure in a fast paced environment and effectively deal with guests, management, employees and members of the business community.
• Adequate manual dexterity to operate office equipment and engage in light lifting.

Other Skills/Abilities:

• Must be able to obtain and maintain a Gaming License as required by the Pennsylvania Gaming Control Board.
• Must be able to handle exposure to areas where smoking is permitted.
• Must be able to speak, read, write and understand English. Must have oral and aural acuity and ability to respond to cues.

Employment is contingent upon a favorable outcome of a background investigation and drug screening.

The Mount Airy Casino Resort is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation.

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing need of the organization.