Front Desk Manager

SUMMARY
The Front Desk Manager oversees the daily operations of the Front Desk to ensure guest satisfaction. They will directly supervise all office personnel and ensure proper completion of all front office duties. The Front Desk Manager will be responsible for upholding Grand Sierra Resort’s high service standard through the training and professional development of all Team Members.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Primary duties and responsibilities include, but are not limited to, the following:
•    Monitor staff behavior, direct breaks and direct job functions to expedite check-in/out and baggage handling procedures. Direct staff in proper job functions and proper guest interaction.
•    Supervise the working of all team members and ensure achievement of all front office objectives according to quality standards.
•    Works with Training Manager to ensure all training materials are up to date and relevant
•    Provides coaching and discipline where applicable
•    Monitors all VIP and special guest arrivals
•    Responsible for all interviewing, hiring and coordination of training of Team Members
•    Builds and maintains proper rapport with all departments regarding guest and Team Member related items.
•    Ensures completion and accuracy of all daily duties and reports.
•    Maintains efficiency in staffing and scheduling for all areas under their direct supervision, creating or approving all posted schedules
•    As needed, will step in to any area under their supervision to act in that capacity to help when busy or low staffed
•    Adjust room rate and occupancy control on a daily basis to maximize room revenue and hotel occupancy.
•    Ensures staff is updated with new communication, including policies and procedures, tournaments, promotions, etc.
•    Maintains appropriate inventory of required supplies and promotional items.
•    Verifies that accurate room status information is maintained and properly communicated
•    Analyze all guest complaints and requests and ensure timely resolution for all.
•    Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development.
•    Conducts regularly scheduled meetings of Front Office personnel
•    Assesses and provides high level of guest satisfaction to ensure guest loyalty.
•    Maintain high standards of courtesy, hospitality, friendliness, and professionalism.
•    Make constant contact with both internal and external guests to provide optimal guest service. This includes contact with various hotel departments to provide/obtain pertinent information needed to ensure proper guest service is provided.
•    Any other duties as assigned within the scope of this position.

KNOWLEDGE/SKILLS/ABILITIES
•    Must be proficient in Microsoft Office Products: Word, Power Point, Publisher, Outlook; expert in Excel. 
•    Ability of complex reading, writing, math, and task completion skills is required.
•    Must have the following skills: clerical, compiling, analyzing, supervising, instructing, following instructions, influencing others, memorization, problem solving, independent judgment, and decision making.
•    Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.
•    Must be a minimum of 21 years of age.

EDUCATION and/or EXPERIENCE
•    Minimum 4 years’ hospitality management experience is required or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

CERTIFICATES AND LICENSES
•    Must be able to maintain appropriate Gaming License & Alcohol Awareness card.
•    Valid driver’s license and must produce acceptable driving record per GSR SOP from DMV annually to present to management to remain in position.

PHYSICAL DEMANDS
•    While performing the duties of this job, the team member is constantly sitting and occasionally standing, walking and reaching overhead during over the duration of their shift.
•    The team member will constantly have repetitive use of both hands. 
•    Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.
•    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.

WORK ENVIRONMENT
•    Work performed indoors, alone and frequently with and around others. Team Member will perform work face-to-face including verbal contact with others on extended shifts around computer equipment.
•    The noise level in the work environment is usually moderate.
•    Team Member may be exposed to secondhand smoke. 
•    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.