Hotel Front Office Manager

Shift: Varies Job Announcement Number: YLC-24-030 Division: Employment Status: Full-Time Regular Starting Salary: DOE Department: Hotel JOB DESCRIPTION: We are looking for individuals whom exemplify compassion and genuine care of others, team players who will display faith in each other and honor commitments.
Smiley faces with dedication and voluntary accountability, are going to be an integral part of a great success.
We cherish problem solvers, who take personal responsibility in delivering exceptional guest experience.
We welcome those who want to be in a team environment, where values and principles are always upheld and exemplified.
JOB SUMMARY: Responsible for the successful overall coordination and direction of all activities related to the Front Desk and Reservations of the Hotel, ensuring smooth and efficient operations and in accordance with the Company’s policies.
SPECIFIC DUTIES PERFORMED: This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class.
It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.
Ensure and maintain compliance with all ordinances, laws and other communicated expectations including but not limited to: NIGC Regulations, Yakama Gaming Ordinance, State Gaming Compact, Tribal Internal Controls and other communications from regulatory personnel.
Provides direction and oversees the daily operation of all hotel activities including: front desk and reservations.
Establishes policy and procedures, service and quality standards.
Partakes and contributes in strategic planning, budgeting and development.
Performs proper recruiting, selecting, hiring, training, coaching, counseling, recognition and retention of all team members in the department.
Regularly assists in revising and analyzing the effectiveness of the Hotel operation, preparing plans and programs for the attainment of approved objectives.
Ensures that decision-making process appropriately weigh the fiscal return on action, guest experience and loyalty, and environmental impact: both short-term and long-term as they are interrelated to overall vision and strategy.
Oversee the performance of the hotel front office and back office operations.
Participate and collaborate with Reservations Lead in deploying inventory restrictions and pricing strategies designed to optimize revenue and occupancy.
Participate, collaborate and assist Patron Services by accessing the read only portion of the system to provide guests with current point status for hotel related redemptions.
Implements financial and operation plans that correspond to the overall vision and strategy.
Contributes to weekly, monthly and quarterly occupancy and revenue forecasts.
Reviews the performance, productivity and efficiency of team members including, but not limited to, periodic evaluations.
Handles guest complaints and supports all guest service programs.
Understands and adheres to regulatory, department, and company policies and procedures.
Effectively and efficiently manage expenses, labor costs and staffing objectives while achieving highest guest satisfaction.
Develop, maintain and manage training programs, guide and support front office team members in daily responsibilities.
Exhibits passion for the hospitality and gaming experience of our guests.
Takes personal responsibility for delivering an excellent guest experience.
Knows the overall property, the gaming offerings, and their locations.
Ensure all promotions are in compliance with regulatory requirements.
Ensure that all vendors are licensed in compliance with licensing requirements of TGA.
Builds relationships inside and outside of their department / team to improve ways of working and provide a great guest experience.
Models for the team, a strong work ethic and is visible, available and present for the guest and their team.
Identifies ways to improve workflows and processes to work smarter and increase efficiency.
Proactively shares guest feedback with executive management and peers in the spirit of continuous improvement.
Seeks to share and improve processes and workflows based on guest feedback.
Finds ways to make good use of their strengths and talents.
Embraces “Keys to Success” initiative to provide upward mobility to Yakama Tribal Members.
Revised 03/2022 JOB REQUIREMENTS: SUPERVISION EXCERCISED: Front Office Shift Manager and Reservation Lead.
LICENSE REQUIRED: Must obtain and hold a Class III gaming license while employed and complete an annual background check with TGA.
EXTENT OF JOB AUTHORITY: Interacts effectively with the guests and fellow team members.
Provides excellent guest service at all times.
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.
Delivers upon established goals and objectives.
MINIMUM EDUCATION REQUIRED FOR POSITION: High School Diploma or GED required.
Bachelor's degree (B.
A.
) from four-year College or University; or three to four years related experience and/or training; or equivalent combination of education and experience.
PHYSICAL REQUIREMENTS: Required to regularly talk or hear.
Frequently required to stand, walk, use hands to handle or feel and reach with hands and arms.
Occasionally required to sit, climb or balance, stoop, kneel, crouch or crawl.
Frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
Manual and finger dexterity for operation of personal computer and routine paperwork.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Required to monitor team member performance often through visual inspection.
Expected to distinguish among varying levels of cleanliness and colors.
SPECIFIC SKILLS/KNOWLEDGE/EXPERIENCE REQUIRED FOR POSITION: Team member must have specific hospitality experience.
Excellent working knowledge and experience with set up and management of a Property Management System is required.
Effective application of emotional intelligence while remaining calm and collected under extreme pressure.
Strong interpersonal spirit with a hands-on approach.
Excellent time management, organizational and interpersonal skills.
Strong communication skills and attention to detail are critical for success.
Previous management experience is required, must be able to carry out responsibilities in accordance with the organization’s policies, procedures and applicable laws.
Excellent in interviewing, hiring, and training team members; planning, assigning, and directing work, appraising performance, rewarding and disciplining team members, addressing complaints and resolving problems.
Must know correct business English, including grammar, spelling, punctuation and vocabulary.