Front Desk Manager

REPORTS TO:

Hotel Rooms Director

SCOPE OF POSITION:

Responsible for the operation of the Hotel Front Desk Department.  Ensures guest satisfaction is met while managing all areas of the hotel according to FireKeepers Casino Hotel standards.  Ensures the Front Desk team is fun, friendly, vibrant, upscale while maintaining a safe environment for guests and Team Members. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following is a list of the main duties and responsibilities. However, other duties may be assigned as deemed necessary by management. All duties must be performed in accordance with Tribal, Federal, and other applicable requirements, organizational specific policies, procedures and practices.

Maintains guest service as the driving philosophy of the hotel.

Personally, demonstrates a commitment to guest service in responding promptly to guest needs.

Resolves problems in an efficient and effective manner.

Creates and maintains an environment promoting empowerment of all hotel Team Members to deliver guest service by encouraging and rewarding responsive guest assistance.

Meets or exceeds hotel guest satisfaction measures.

Acts as Manager on Duty for hotel while managing front desk operations.

Ensures front desk Team Members are trained in all front desk operations, including check-in/check-out procedures, managing reservations, communication and coordination with housekeeping and facilities departments, telephone procedures, hotel amenities, computer systems, casino and marketing information, safety/security procedures, and bell staff and coat check operations.

Ensures front desk Team Members are trained in and follow financial control procedures i.e., cash handling, billing, and auditing.

In conjunction with marketing, supports initiatives or programs related to guest service, while following yield management and reservation policies and procedures to maximize revenue.

Manages departmental expenses and labor to achieve budgeted key performance indicators.

Cultivate working relationships with Housekeeping, Marketing, Catering Sales and Finance departments.

Demonstrates ability to work in a culturally sensitive environment.

Ability to manage stress and maintain composure under pressure.

Maintains the highest level of confidentiality.

Responsible for maintaining a consistent, regular attendance record as outlined in the FireKeepers Casino Hotel Attendance Policy. 

Business demand may require working extended hours or any shift or combination of both. Outstanding example of and a credit to FireKeepers Casino Hotel.

SUPERVISORY RESPONSIBILITIES:                                  

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include maintaining sufficient staffing levels; interviewing, hiring, and training Team Members; planning, assigning, and directing work; appraising performance; rewarding and disciplining Team Members; addressing complaints and resolving problems. Directly supervises the management of the assigned departments to include Front Desk Supervisors, Front Desk Agents, Night Auditors, and Guest Services Representatives.  Indirectly supervises all Team Members in the assigned departments that provide core support services to the property.

MINIMUM REQUIRED QUALIFICATIONS 

An applicant’s education, training and experience must be sufficient to demonstrate that the applicant possesses the ability to successfully perform each of the essential duties and responsibilities satisfactorily.  FireKeepers reserves the right to verify the sufficiency of a candidate’s education, training and competencies through the interview process, testing and methods.

The requirements listed below are generally representative of the education, experience, and skills and/or abilities required to enable one to successfully perform the essential duties and responsibilities:

Able to perform the essential functions of this job without accommodation.

 Able to perform the essential functions of this job with FKCH-approved accommodations (supporting documentation required as pursuant to Tribal Code).

Proficiency in both written and verbal English communication is required.

 High School diploma or GED.  Two years front office supervisory experience in a hotel; Relevant experience in a service-related industry may be considered in lieu of front office supervisory experience.  Must have previous experience with computerized property management system. 

GENERAL OR PREFERRED QUALIFICATIONS

Experience in a 200-room hotel, or larger, with AAA Four Diamond Designation or better.  Proficient at Windows applications, including but not limited to: Word, Excel, Outlook, and PowerPoint.  Knowledge of Property Management System and Key Control Point of Sale Processing systems.  Previous experience developing and implementing policies and procedures.

Successful completion of any of the FireKeepers Casino Hotel Training programs.

At least a year working within a Tribal Casino or directly with a Tribal Community.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals.  Ability to write routine reports

and correspondence.  Ability to speak effectively before groups of customers or Team Members.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimal, and work with mathematical such as probability and statistical inference. 

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL & ENVIRONMENTAL DEMANDS:

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, a Team Member is regularly required to talk or to hear. The Team Member is also regularly required to stand, walk, sit, and use hands to handle or feel objects, tools or controls. A Team Member is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. 

Work is performed throughout all areas of the facility where the noise level varies from quiet to loud depending upon business. 

INDIAN PREFERENCE

Indian preference will be applied in the selection of qualified applicants in accordance with the NHBP Indian Preference in Employment Code, which affords employment preferences to NHBP Tribal citizens, parents or spouses of NHBP citizens and other Native Americans. For purposes of this preference, NHBP law defines "Native American" as: (a) an enrolled member of any other federally-recognized Indian tribes; (b) an enrolled member of a Canadian Indian tribe or First Nation; or (c) an enrolled member of the Grand River Band of Ottawa Indians or the Burt Lake Band of Ottawa/Chippewa Indians.

FireKeepers Casino Hotel reserves the right to make changes to the above job description as necessary.