Hotel Front Desk Manager is responsible for directing and administering Front Desk operations in the Hotel's continuing effort to deliver Best in Class guest service and financial profitability through the managing of all daily Front Desk operations. The Hotel Front Desk Manager is responsible for upholding the highest of guest service standards, and consistently delivering results that contribute to the overall success of the Hotel. Responsibilities include consistently improving business revenues, improving business effectiveness and efficiencies, and improving the value of the Hotel’s products and services to its guests and clients. The Hotel Front Desk Manager takes on the leadership responsibility of guiding and mentoring Front Desk team members and assisting with escalated Department and guest concerns. Areas of focus for the Hotel Front Desk Manager include Productivity, Customer and Client Relations, Professionalism, Revenue Management, Financial Management, People Management, Leadership, Quality Management, Communication, and Safety and Security.

SPECIFIC DUTIES AND RESPONSIBILITIES

• Manages all Front Desk Department operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting, and forecasting.
• Enforces Front Desk cash handling, check cashing and credit policies as applicable. Monitors and assesses service and satisfaction trends, evaluates and addresses issues and makes improvements accordingly.
• Ensures compliance with property standards, including all health and safety regulations, policies, and procedures. 
• Reviews daily department work and activity reports generated by Night Audit.
• Completes and/or assists in the completion of audit procedures, as needed.
• Oversees inventory of Front Desk products. 
• Recruits, interviews, and trains team members.
• Monitors and develops team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and rewards.
• Schedules Front Desk team members. 
• Develops, implements, and enforces policies and procedures.
• Creates meeting agendas and facilitates team meetings; ensuring team members are informed of upcoming events, VIP items, hotel and Casino products, services, facilities, events, pricing and policies, knowledge of the local area and events, and any other important information. 
• Meets and greets guests and responds to guest inquiries, requests, and issues in a timely, friendly, and efficient manner; partnering with the necessary departments to resolve guest concerns.
• Initiates and implements up-selling techniques to promote Casino and hotel services and other applicable facilities to maximize room occupancy and overall revenue. 
• Performs other duties as assigned to support efficient operation of Department. 
• Carries out supervisory responsibilities in accordance with the enterprise’s policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 
• Other duties as assigned.

REGULATORY AND COMPLIANCE RESPONSIBILITIES:

In addition to the other duties described herein, each Team Member has the following responsibilities related to compliance with laws and regulations.

• Attend required training sessions offered by the Company.
• Obtain and retain required license(s).
• Perform the duties described in compliance with local laws and regulations.

• Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
• Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Team Member’s department.
• Have knowledge of the Property’s programs to address problem gaming.
• Report any acts of wrongdoing of which the Team Member may have knowledge.

EDUCATION, TRAINING, AND EXPERIENCE:

• High school diploma or GED required. Associate degree or higher preferred. 
• 4-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major preferred.
• 4-years’ experience in the guest services, front desk, or related professional area required.
• 2 years’ management experience in a Hospitality Front Desk/Guest Service department required. 
• Experience in a luxury hotel and/or resort preferred.
• Ability to handle computer systems (related to schedule, payroll, purchase, guest lists, guest activities report etc.).
• Ability to multi-task in a high volume and fast-paced environment.
• Strong communication and interpersonal skills.
• Excellent technical skills to include MS Office, PMS system, Delphi and Oracle.
• Experience with department budgeting and forecasting, Cost of Sales, Direct Expenses, labor productivities.

Certificates, Licenses, and Registrations: Virginia Racing Commission License

Valid Driver’s License with a minimum of three (3) years driving experience.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee 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 job, the employee is frequently required to sit or stand; walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee may also be required to lift, push, and pull up to 25lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud. The employee is subjected to circulate throughout the assigned areas, including the smoking area, actively observing players and functioning of machines.

A review of this description has excluded the marginal functions of this job which are incidental to the performance of fundamental job duties. All duties or requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be expected to follow any other job-related instruction and to perform any other job-related duties requested by their supervisor. This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.