hotel front office manager

Embassy Suites by Hilton Akron Canton Airport

<div>
 
 Join Our Team, Embassy Suites Akron Canton Airport!
 
 
 
 
 
 The Embassy Suites Akron Canton Airport seeks a top-performing Hotel Front Office Manager, Hotel Front Desk Manager, or Hotel Guest Services Manager.
 
 
 
 
 
 
 About Us:
 
 
 
 Join Our Award-Winning Team at Embassy Suites Akron Canton Airport!
 
 
 
 
 
 Located just off I-77 in North Canton, and only two miles from Akron-Canton Airport, our hotel is a market leader with a reputation for excellence. We're proud to be an award-winning, full-service Hilton property with accolades from Hilton, TripAdvisor, and even recognition as Hotel of the Year. With popular destinations like Belden Village Mall and the Pro Football Hall of Fame just a few miles away, our location offers both convenience and opportunity. We're looking for passionate individuals to join our great team, where unlimited growth potential awaits.
 
 
 
 
 Embassy Suites Akron Canton Airport is seeking a dedicated and experienced Hotel Front Office Manager, Front Desk Manager, or Guest Service Manager to join our team. As the Hotel Front Office Manager, Hotel Front Desk Manager, or Hotel Guest Services Manager, you will oversee all front office operations and customer service, ensuring a seamless experience for guests from the moment they arrive until their departure. As the first point of contact for visitors, the Hotel Front Desk Manager, Front Office Manager, or Guest Service Manager will embody the spirit of hospitality and create a welcoming environment, providing excellent customer service that exceeds our guests' expectations. The Hotel Front Office Manager, Hotel Front Desk Manager, or Hotel Guest Service Manager will lead and guide a diverse team of front desk agents, front office agents, or guest service agents, fostering a culture of teamwork, accountability, and professionalism. The Hotel Front Desk Manager, Hotel Front Office Manager, or Hotel Guest Service Manager will manage reservations, handle guest inquiries and complaints, and coordinate with other departments to ensure smooth operations. This role also includes developing and implementing operational strategies that enhance guest satisfaction and optimize front-office efficiency. If you thrive in a fast-paced environment and possess a passion for hospitality or customer service, we encourage you to apply and become a vital part of our mission to deliver exceptional guest experiences.
 
 
 
 
 
 What&rsquo;s In It for You?
 
 
 
 Comprehensive Benefits: Medical, Dental, Vision
 
 BENEFITS BEGIN DAY ONE
 
 !
 
 
 Financial Perks: 401(k) with Company Match, Same Day Pay, and Flexible Spending Accounts
 
 
 Time Off: Vacation, Personal Days, and Holiday Pay
 
 
 Exclusive Discounts: Hotel, Food, and Beverage Savings for Personal Travel
 
 
 Professional Growth: Online Training Courses
 
 
 Additional Support: Employee Assistance Program, Jury Duty Leave, Bereavement Leave, and More
 
 
 
 
 
 Key Responsibilities for the Hotel Front Office Manager, Hotel Front Desk Manager, or Hotel Guest Service Manager include:
 
 
 <ul>
 <li>
 Maintains day-to-day operations of the Front Desk.
 </li>
 <li>
 Establishes and maintains appropriate service standards for all Front Office areas.
 </li>
 <li>
 Maintains proper cash handling procedures and appropriate over and short documentation.
 </li>
 <li>
 Adheres to all hotel policies about hiring, disciplinary actions, and required training documentation.
 </li>
 <li>
 Working Front Office Manager covering all short-staffed shifts, including audits.
 </li>
 <li>
 What We Are Looking For in a Hotel Front Office, Hotel Front Desk, or Hotel Guest Service Manager:
 </li>
 <li>
 Strong interpersonal skills and possession of a full understanding of professional business ethics and customer service excellence.
 </li>
 <li>
 Excellent oral and written communication skills.
 </li>
 <li>
 Excellent organization skills, manages time well, correctly prioritizes, and is flexible.
 </li>
 </ul>
 
 
 Why Commonwealth Hotels?
 
 
 
 Founded in 1986, Commonwealth Hotels is a leading hospitality management company known for our exceptional guest and associate satisfaction, market premiums, and superior ROI. We believe in fostering a world-class culture where great people deliver extraordinary results.
 
 
 
 
 
 
 Explore Our Hotel:
 
 
 
 https://www.hilton.com/en/locations/usa/ohio/akron/embassy-suites/
 
 
 
 
 
 At Commonwealth Hotels, we value diversity and are proud to be an Equal Opportunity Employer. Employment decisions are based on qualifications, merit, and business needs.
 
 
 
 
 
 Join us in shaping the future of hospitality in Akron, Canton, Ohio
 
 
 Apply today!
 
</div>

Front Office Manager

Hilton

<div>Assistant Front Office Manager
An Assistant Front Office Manager assists in supervising the Front Office Team to ensure that Team Members are prepared and well-informed to deliver Guests an exceptional experience from check-in through check-out. 
 
 
What will I be doing? 
As Assistant Front Office Manager, you will assist in supervising the Front Office Team to ensure that Team Members are prepared and well-informed to deliver Guests an exceptional experience from check-in through check-out. An Assistant Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:<ul>
<li>Assist the Front Office Manager to oversee the entire Front Office operation to maintain high standards</li>
<li>Assist the Front Office Manager to evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement</li>
<li>Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme</li>
<li>Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities</li>
<li>Assist the Front Office Manager with setting departmental objectives, work schedules, budgets, policies, and procedures</li>
<li>Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork</li>
<li>Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices</li>
<li>Maintain good communication and working relationships with all hotel departments</li>
<li>Monitor staffing levels to meet cover business demands</li>
<li>Conduct monthly communication meetings, in the absence of the Front Office Manager, and produce minutes</li>
<li>Assist the Front Office Manager with staff performance issues in compliance with company policies and procedures</li>
<li>Assist the Front Office Manager with recruiting, managing, training and developing the Front Office team</li>
<li>Act in accordance with policies and procedures when working with front of house equipment and property management systems</li></ul>
What are we looking for? 
Assistant Front Office Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:<ul><li>
Previous supervisory experience in Front Office within the hotel/leisure/retail</li><li>
High level of IT proficiency</li><li>
High level of commercial awareness and sales capabilities</li><li>
Excellent leadership, interpersonal and communication skills</li><li>
Accountable and resilient</li><li>
Commitment to delivering a high level of customer servic
</li><li>Flexibility to respond to a variety of work situations</li><li>
Ability to work on your own and as part of a team</li></ul> 
What will it be like to work for Hilton? 
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision &ldquo;to fill the earth with the light and warmth of hospitality&rdquo; unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!</div>

Assistant Front Office Manager

Sonesta

<div></div><div><div><div><div><div><div>We&rsquo;re Sonesta International Hotels. 
The 8th largest hotel company in the U.S.&mdash;and growing fast.
An epic blend of full-service and focused hotels in major cities, Sonesta&rsquo;s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.
Together We Thrive&mdash;bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.
Job Description Summary
The Front Office Manager sets the tone for Sonesta&rsquo;s Culture of Caring. We expect leaders to focus on creating amazing moments for guests and team members and dig deep to find ways to create success for their team. Sonesta managers are guest-focused (both internal and external), achievement-oriented leaders. 
 
The Front Office Manager manages the daily operations of the Front Office staff. The role&rsquo;s primary responsibilities are to provide leadership, drive results, promote and implement property-wide strategies that will increase guest satisfaction, reduce employee turnover, maintain revenue and payroll budgets, and meet or exceed productivity goals.
Job Description
Principle duties and responsibilities (Essential Functions) include:
Operational/Functional:<ul><li>
Manage day-to-day operations to ensure quality and standards meet the expectations of the guests and employees including check-in/checkout processes.</li><li>
Promote teamwork and quality service through daily communication and coordination with other departments (including housekeeping and maintenance).</li><li>
Personally ensure VIPs receive a superb experience including room inspections and greeting upon arrival.</li><li>
Review resumes for arriving groups; organize and coordinates master accounts and group special requests.</li><li>
Maintain an appropriate inventory of supplies and operating equipment including ordering and receiving.</li><li>
Ensure all Sonesta safety and sanitation standards are adhered to.</li><li>
Respond to guest complaints and ensure proper follow-up is completed.</li><li>
Serve as &ldquo;Manager on Duty&rdquo; as required and respond to emergency situations as needed.<ul><li>
Maintain high standards of personal appearance and grooming.</li></ul></li></ul>
Strategy and Planning:
<ul><li>Prepare weekly work schedules in accordance with staffing guidelines and labor forecast and adjust schedules throughout the week to meet business demands.</li><li>
Analyze guest satisfaction data to develop and implement plans to achieve established goals related to guest satisfaction scores.</li><li>
Coordinate projects that require floor condensing and room inventory changes.</li></ul>
Financial Management:<ul><li>
Achieve budgeted revenues, control labor costs &amp; expenses, and maximize profitability within all areas of the Front Office.</li><li>
Manage staffing levels to ensure that guest service, operational needs and financial objectives are met.</li><li>
Maintain procedures for security of monies, credit and financial transactions, and guest security.</li><li>
Actively participate and advise in the budget and forecasting processes which support the overall objectives of the hotel.</li></ul>
Managing your Team:<ul><li>
Attract, hire, and motivate your team.</li><li>
Ensure all staff is properly trained on systems, hotel policies, security and cash handling procedures, service standards, local laws and have the tools and equipment needed to effectively carry out their job functions.</li><li>
Conduct pre-shift meetings with staff and review all information pertinent to the day&rsquo;s business.</li><li>
Monitor, measure, and recognize performance of employees, including promotion recommendations.</li><li>
Coach team by providing specific feedback to improve knowledge, skills and performance.</li><li>
Ensure employees are treated fairly and equitably. Handle employee issues in a professional and timely manner.</li></ul>
Leading with Passion:<ul><li>
Utilize and collaborate with resources across different departments and corporate office.</li><li>
Motivate employees to perform to their highest standard and establish a trusting environment to enrich the culture.</li><li>
Focus on the mission and well-being of the departments, hotel and company.</li><li>
Lead by example and operate with integrity and respect.</li><li>
Inspire your team to embrace and demonstrate Sonesta&rsquo;s core values and guest service standards.</li></ul>
Qualifications and Skills
A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competence.<ul><li>
Excellent verbal and written communication skills.</li><li>
Excellent interpersonal and customer service skills.</li><li>
Excellent organizational skills and attention to detail.</li><li>
Track record of delivering exceptional guest and client experience.</li><li>
Strong analytical and problem-solving skills.</li><li>
Strong supervisory and leadership skills.</li><li>
Extensive knowledge of hotel and hospitality industry.</li><li>
Proficient with Microsoft Word, Excel and PowerPoint.</li></ul>
Education and Experience
<ul><li>High school graduate, some college or equivalent.</li><li>
A 4-year college degree and at least 1 year of related experience is preferred.</li><li>
Supervisory experience required.</li><li>
You must have a minimum of 2 years&rsquo; experience as a Front Desk Manager.</li><li>
Experience in a hotel or a hospitality-related field preferred.</li><li>
Understanding of and previous experience in a union environment a plus.</li></ul>
Work Environment
<ul><li>The person in this role works mostly in a service environment, with some office time reserved for administrative tasks.</li></ul>
Physical Demands
<ul><li>Must be able to exert more than 100 pounds of force occasionally, and/or more than 50 pounds of force frequently and/or in excess of 20 pounds constantly to lift, carry, push, pull, or otherwise move objects.</li><li>
Frequent bending, kneeling, climbing, stooping and reaching throughout the facility.</li><li>
Ability to stand during the entire shift.</li></ul>
Expected Hours of Work
<ul><li>Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.</li><li>
Must be flexible to work various days and various shifts of the week to include weekends, holidays, days, nights and overnight.</li><li>
Regular attendance in conformance with the standards which have been established by the hotel from time to time is essential to the successful performance of this position.</li><li>
Ten-to-twelve-hour shifts are sometimes required.</li></ul>
Travel:<ul><li>
No travel required.</li></ul>
Additional Job Information/Anticipated
Pay Range
$81,990 - $91,100 Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills, and job specific/overall experience.
Benefits
Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:<ul><li>
Medical, Dental and Vision Insurance</li><li>
Health Savings Account with Company Match</li><li>
401(k) Retirement Plan with Company Match</li><li>
Paid Vacation and Sick Days</li><li>
Sonesta Hotel Discounts</li><li>
Educational Assistance</li><li>
Paid Parental Leave</li><li>
Company Paid Life Insurance</li><li>
Company Paid Short Term and Long Term Disability Insurance</li><li>
Various Employee Perks and Discounts</li><li>
Hospital Indemnity</li><li>
Critical Illness Insurance</li><li>
Accident Insurance</li></ul>
Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.</div></div></div></div></div></div>

Alps Group of Hotels

The Hotel Front Office Manager is responsible for overseeing all aspects of front desk operations at a hotel. This role involves managing guest services, supervising front desk staff, and ensuring a seamless check-in/check-out experience for guests. The manager also acts as the point of contact for guest complaints and inquiries, ensures efficient room allocation, and collaborates with other hotel departments to maintain high levels of customer satisfaction.Essential Functions/Major Responsibilities: Guest Services Management:&middot; Ensure smooth check-in and check-out processes.&middot; Handle guest complaints or concerns professionally and efficiently.&middot; Provide information about the hotel, its services, and local attractions.&middot; Ensure guest requests (e.g., room service, wake-up calls) are promptly fulfilled.&middot; Maintain a high level of guest satisfaction and ensure repeat business.Staff Supervision:&middot; Manage, train, and supervise front desk staff.&middot; Schedule shifts and ensure adequate staffing levels to handle peak periods.&middot; Conduct performance evaluations and provide coaching and feedback.Operational Management:&middot; Ensure the front desk is well-stocked with necessary supplies.&middot; Oversee room reservations, cancellations, and room assignments to maximize occupancy.&middot; Maintain accurate guest billing, ensuring all charges are correctly applied and processed.&middot; Collaborate with housekeeping and maintenance teams to ensure rooms are ready for guests.Financial Duties:&middot; Handle cash and payment transactions, including credit card processing.&middot; Ensure adherence to hotel pricing strategies and rates.&middot; Oversee the daily revenue report and ensure all financial transactions are recorded.Problem Solving and Conflict Resolution:&middot; Address guest complaints and resolve issues in a timely and effective manner.&middot; Manage emergencies and ensure guest safety during critical situations.Collaboration:&middot; Work closely with sales, marketing, and event management teams to support promotions and bookings.&middot; Liaise with other departments (housekeeping &amp; maintenance) to ensure seamless operations.Qualifications:Education: High School or GED &ndash; bachelor&rsquo;s degree in hospitality preferredExperience: A minimum of 2 years of experience as a front desk manager or similar.Skills/Technical Requirements:<ul><li>Basic accounting skills.</li><li>Great interpersonal and communication skills.</li><li>Good understanding of procedures and practices in the hospitality industry.</li><li>Must be detail-oriented with excellent analytical problem-solving skills.</li><li>Good management skills.</li><li>Good leadership and training abilities.</li><li>The ability to provide exceptional customer service.</li><li>Great computer skills and the ability to learn new skills quickly.</li><li>A professional appearance.</li></ul>Work Environment/Physical Demands: <ul><li>Office/Cubical</li><li>Ability to sit and stand for extended periods of time</li><li>Requires performance of repetitive tasks</li><li>May occasionally lift objects over 25 pounds</li><li>Specific vision abilities, close vision, distance vision and ability to adjust focus.</li></ul>Work Location: In personJob Type: ExemptPhysical Demands &amp; Work Environment<ul><li>The role requires periods of standing, sitting, and moving throughout the property.</li><li>Must be able to lift and/or move up to 15 pounds frequently, and up to 25 pounds occasionally.</li><li>Vision abilities required include close vision, distance vision, and the ability to adjust focus.</li><li>Moderate noise levels and exposure to variable temperatures or conditions (e.g., kitchen environments) may occur.</li><li>Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.</li></ul>Pay: $75,000.00 per yearBenefits:<ul><li>Dental insurance</li><li>Employee discount</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Work Location: In person

Springhill Suites Front Office Manager

Four Seasons Hotels and Resorts

<div>
 
 About Four Seasons
 
 
 
 Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
 
 
 At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
 
 
 
 About the location:
 
 
 
 Poolside paradise meets city sleek under the Miami sun. Above the trendy Brickell Avenue &ndash; find the best of both big city adventure and a tropical getaway &ndash; arrive at our lifestyle-inspired lobby, savour the fun and flavourful dining experiences, and spend the day with a swim or sway in a hammock within our two-acre sun-kissed sanctuary. It&rsquo;s all set against the Miami skyline overlooking the city&rsquo;s fashionable art, dining, and entertainment scenes just minutes from our doorstep.
 
 
 Four Seasons Hotel Miami is looking for
 
 Front Desk Manager
 
 who shares a passion for excellence and who infuses enthusiasm into everything they do. Our employees have the opportunity to shape our guests experience by providing exceptional knowledge and service in support of our world-renowned organization.
 
 
 
 Four Seasons Hotel Miami
 
 
 
 Four Seasons Hotel Miami is an urban oasis nestled in the residential side of Brickell surrounded by Miami&rsquo;s favorite neighborhoods. The Hotel offers a relaxing two-acre pool terrace, Equinox Fitness Center &amp; Spa, multi-million dollar art collection, an award winning steakhouse - EDGE Steak &amp; Bar, and connects guests to Miami&rsquo;s most alluring and vibrant destinations recommended by in-house experts.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 The ability to direct and control the activities of the Front Office, Telephone, Concierge, Departments in order to ensure adherence to Four Seasons standards, policies and procedures.
 </li>
 <li>
 The ability to ensure a smooth operation of registration and cashiering functions of the Front Office.
 </li>
 <li>
 The ability to direct all activities of the Assistant Managers and Night Manager to ensure communication and follow-up on any problems, guest requests, special requirements, etc.
 </li>
 <li>
 The ability to interview and hire new employees and ensure they are correctly trained and take corrective action as required.
 </li>
 <li>
 The ability to discipline staff in accordance with Four Seasons policy and conduct performance reviews as scheduled.
 </li>
 <li>
 The ability to review daily arrivals, VIPs, special request, group needs, room assignments and coordinates with Housekeeping Department the needs of guests.
 </li>
 <li>
 The ability to escort VIP and return guests to their rooms.
 </li>
 <li>
 The ability to keep the Rooms Division Manager informed of all activities of Front Office, Telephone, Concierge Departments.
 </li>
 <li>
 The ability to handle guest complaints and keep management informed as necessary.
 </li>
 <li>
 The ability to work with the Reservations Manager on room availability and selling strategy to maximize occupancy, revenue and rate.
 </li>
 <li>
 The ability to work with the Credit Manager to ensure credit procedures are followed and any problems are resolved.
 </li>
 <li>
 The ability to keep all personnel informed of information, policies and procedures relative to their areas and the hotel in general.
 </li>
 <li>
 The ability to ensure maximization of revenues and control of expenses in all areas under control.
 </li>
 <li>
 The ability to assist the Rooms Division Manager as required in forecasting and budgeting of revenues and expenses for all areas under control.
 </li>
 <li>
 The ability to respond properly in any hotel emergency or safety situation.
 </li>
 <li>
 The ability to perform other tasks or projects as assigned by hotel management and staff.
 
 
 </li>
 </ul>
 
 Preferred Qualifications And Skills
 
 
 
 <ul>
 <li>
 College degree.
 </li>
 <li>
 Five years hotel experience including rooms and food and beverage.
 </li>
 <li>
 Computer experience.
 </li>
 <li>
 Reading, writing and oral proficiency in the English language.
 </li>
 <li>
 Three years department head in Rooms Division.
 </li>
 <li>
 Strong supervisory and managerial skills.
 
 
 </li>
 </ul>
 
 Benefits Four Season Employees Enjoy
 
 
 
 <ul>
 <li>
 Energizing Employee Culture where you are encouraged to be your true self!
 </li>
 <li>
 Comprehensive learning and development programs to help you master your craft.
 </li>
 <li>
 Inclusive and diverse employee engagement events all year-round.
 </li>
 <li>
 Exclusive discount and travel programs with Four Seasons
 </li>
 <li>
 Competitive wages and benefits (Medical, Dental, Vision and Retirement Plan)
 </li>
 <li>
 And so much more!
 
 
 </li>
 </ul>
 
 About Us
 
 
 
 <ul>
 <li>
 https://www.youtube.com/watch?v=lzq78MIkT2s&amp;t=3s
 </li>
 <li>
 https://www.instagram.com/fsmiami/?hl=en
 </li>
 <li>
 https://www.instagram.com/edgemiami/?hl=en
 </li>
 <li>
 https://www.fourseasons.com/miami
 </li>
 <li>
 https://twitter.com/fsmiami?lang=en
 
 
 </li>
 </ul>
 
 Visa Requirements
 
 
 
 US work authorization is required.
 
 
 Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
</div>

Kalispel Tribe of Indians

Summary of Functions
 To provide day-to-day supervision, direction and leadership to all Front Office team members and supervisors; to represent the position of Front Office Manager when appropriate. Provides the department with leadership, whereby they achieve results in accordance with the objectives, performance and quality standards established by Northern Quest Resort and Casino. Ensure Northern Quest Resort and Casino’s Core Values and Core Purpose are exercised daily.
 Essential Duties and Responsibilities
 <ul>
<li>Ensures compliance with the Kalispel Tribe of Indians Internal Controls and Northern Quest Resort and Casino Policies and Procedures.</li>
<li>Develop policies and procedures to ensure compliance with Tribal, State, Federal and NIGC regulations and ensure an adequate internal control system is in place.</li>
<li>Works directly with the Front Office Manager and the reservation system availability to ensure maximum revenue generation, while not turning rooms away in a low occupancy period.</li>
<li>In conjunction with the Front Office Manager establish recommended applicable rates and other restrictive conditions far in advance to the dates in question.</li>
<li>Monitoring inventory to third-party vendors for rooms sales on the world wide web (GDS).</li>
<li>Work closely with the Director of Loyalty Marketing to host player’s club programs.</li>
<li>Create leisure packages which contain components of resort amenities in conjunction with the Front Office Manager and Revenue Manager.</li>
<li>Responsible for maintaining a consistent, regular good attendance record.</li>
<li>Ensure control/protection of company assets.</li>
<li>Develop Key Performance Indicators (KPI’s) to maximize revenue growth and efficiencies within the Reservation Department.</li>
<li>Supervises PBX /Reservations Supervisors, Group Coordinator, and Front Desk Supervisors.</li>
<li>Staff with the Reservations Department according to call volume and the Front Desk Department according to arrivals and departures ensure the accuracy and timely submittal of the department’s work schedules.</li>
<li>Conduct interviews, reviews, and disciplinary action as necessary.</li>
<li>Works closely with the Direct of Sales, Group Coordinator, and Sales Managers to control group blocks.</li>
<li>Familiar with all yield management principles.</li>
<li>Disseminate special request information to appropriate departments.</li>
<li>Ensure that all new and existing Agents are being supervised by scripted techniques.</li>
<li>Ensure properly trained team members are present to service the guest, and that the necessary timely performance of hotel interrelated functions is expeditiously completed.</li>
<li>Monitors the selling technique of the team members and implements/follows-through with corrective measures.</li>
<li>Design and maintain an Up-Sell Program</li>
<li>Daily and weekly payroll monitoring to ensure maximum productivity and service, while staying within budgetary guidelines.</li>
<li>Completes all dates/prioritized goals and objectives in a timely manner.</li>
<li>Maximizes office productivity through proficient use of appropriate software applications.</li>
<li>Assists in developing office budget and initiates cost reduction programs.</li>
<li>The Ensures department presents a friendly, professional, non-rushed approach when answering phones and working with guests.</li>
<li>Assume responsibility for hotel master keys.</li>
<li>At the beginning of the shift, familiarize self with the following:</li>
<li>Room situation in the hotel</li>
<li>Staff for day’s arrival/departures</li>
<li>VIP arrivals & departures</li>
<li>Meet with Front Desk Supervisors and discuss:</li>
<li>Inventory strategy</li>
<li>VIP/Pre-registration/Tour</li>
<li>Group arrivals/departures</li>
<li>The day’s activities, special projects, and items to be conveyed to the Front Office Team Members</li>
<li>Follow and enforce proper cash handling procedures.</li>
<li>Review Credit Report and act on appropriate accounts.</li>
<li>Ensure that the computer system is monitored and follow through on any corrections necessary with Date Processing and the night audit process.</li>
<li>Adhere to department, AAA and Forbes standards</li>
<li>Create a four-diamond / four-star image and promote goodwill for Northern Quest Resort and Casino.</li>
<li>Ensures all guarantees, advance deposits, cancellations, and waitlists are handled according to Front Office Department procedures.</li>
<li>Deals with guest complaints/requests expeditiously when approached.</li>
<li>Performs daily tours of the areas of responsibility to ensure professional appearance, cleanliness, and saleable presentation is well maintained.</li>
<li>Knowledgeable of all gaming amenities and terminology.</li>
<li>Knowledge of Camas Club procedures.</li>
<li>Knowledgeable packages, rates, and promotions resort wide.</li>
<li>Has full knowledge of the Property Management System and all reports it generates.</li>
<li>Has a full knowledge of the Casino Management System to the extent of user access.</li>
<li>Is knowledgeable of all emergency procedures, fire alarm operations, and can take charge in an emergency, if needed.</li>
<li>Knowledgeable of all federal and local laws as they relate to and govern the operation of the hotel.</li>
<li>Advises the Front Office Manager and protects against any liability possibilities.</li>
<li>Ensures that OSHA regulations are complied with within the department and/or division.</li>
<li>Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed.</li>
<li>This job description does not list all of the duties of this position. You may be instructed by the Front Office Manager or senior Management to perform other duties as assigned.</li>
</ul>
Supervisory Responsibilities
 Directly manages 5-7 supervisors in the Front Office areas. Carry 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 team member complaints and resolving problems.
 Experience
 <ul>
<li>Six years’ related experience and/or training; or equivalent combination of education and experience.</li>
<li>Experience in a 150+ room with four star/four diamond hotel is a plus.</li>
</ul>
Skills & Abilities
 <ul>
<li>Must be computer literate with working knowledge of Microsoft programs and other computer software.</li>
<li>Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.</li>
<li>Ability to write routine reports and correspondence.</li>
<li>Ability to speak effectively before groups of guests or team members of an organization.</li>
<li>Ability to calculate figures and amounts such as discounts, interest, and commissions.</li>
<li>Ability to coordinate multiple tasks.</li>
<li>Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.</li>
<li>The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.</li>
<li>Ability to use and assist in the use of copy machines, fax machines and other related office equipment.</li>
<li>Ability to work with mathematical concepts such as percentages and ratios to practical solutions.</li>
<li>Ability to establish procedures for the effective implementation of the VP of Hospitality’s directives. Prepare complex reports, correspondence, charts, layouts, forms, handbooks, memoranda, and other information and instructions.</li>
<li>Direct experience in organizational development is strongly preferred.</li>
<li>Excellent organizational, communication, and leadership skills.</li>
<li>Knowledge of principles and practices of general business administration including personnel practices and employment laws, program budgeting, general accounting, financial analysis, and fiscal management practices.</li>
<li>Skill in effectively communicating information through verbal and written correspondence to team members, managers, clients, guests, and the public, including writing reports, business correspondence, and procedural manuals.</li>
<li>Skill in solving practical problems and dealing with situations where only limited standardization exists.</li>
<li>Skills in assessing operation, program, staffing and fiscal needs.</li>
<li>Skill in identifying and resolving administrative/Guest Hospitality problems under pressure conditions.</li>
</ul>
Education
 <ul>
<li>Bachelor’s degree (B.A.) from a four-year college or university in a related field preferred.</li>
</ul>
Other Requirements
 <ul>
<li>Obtain and maintain [License or Work Permit Level].</li>
<li>Flexible availability, including nights, weekends, and holidays as required.</li>
</ul>
Physical Demands
 The physical demands described are representative of those that must be met by an employee to successfully perform the essential function 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 regularly required to stand; walk, use hands to finger, handle, or feel. Reach with hands and arms. Talk, hear, taste or smell. The employee is frequently required to climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 40 pounds and occasionally lift and/or move up to 50 to 70 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.
 Work Environment
 The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
 While performing the duties of this job, the employee may be exposed to tobacco smoke, flashing lights, and loud noises as found in a casino setting. The employee is occasionally exposed to moving mechanical parts, repetitive motions, extreme cold or extreme heat. The noise level in the work environment is usually moderate.
 Hiring Preference
 The Kalispel Tribe of Indians is an Equal opportunity employer. Consistent with federal law, the Kalispel Tribe of Indians applies Indian preference in employment. It is the policy of the Kalispel Tribe of Indians to give preference in hiring, promotions, and transfers into vacant positions to qualified applicants in the following order: 1) Kalispel Tribal Members; 2) Spouses of an enrolled Kalispel Tribal Member; 3) enrolled members of other Indian Tribes; 4) all other applicants.
 General Sign-off & Disclaimers
 The employee is expected to adhere to all company policies.
 At-Will Employment: Employment with the Kalispel Tribe of Indians is at-will and can be terminated with or without cause, and with or without notice, at any time, either at the option of the employee or the Kalispel Tribe of Indians.
 Drug Testing: The Kalispel Tribe of Indians is a drug free workplace. All applicants are subject to drug testing at the time of hire and at unannounced times during employment.
 Background Investigation: All candidates and employees may be subject to a background investigation.
 This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
 
Equal Opportunity Employer
 This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Hotel Front Office - Front Desk - Reservations Manager

The Pueblo of Sandia

<div><div><div>Position Summary</div><div><div> 
The Assistant Front Office Manager assists the Front Office Manage with the daily operation, and supervision of the Front Office Supervisors and Agents, PBX and Reservations. This hands-on position handles the requests and transactions of the hotel guests and management, and coordinates with the other departments as necessary. The incumbent must utilize available resources to provide excellent Guest Satisfaction.
Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provide opportunities for qualified team members, and contribute towards the ongoing success at Pueblo of Sandia today and in the future. 
</div></div> 
<div>Essential Duties &amp; Responsibilities</div><div><div> 
<ul><li>
Makes sure that all employees in the front desk department provide our guests with friendly, courteous and timely service.</li><li>
Enforce departmental service standards for Front Desk Agents, Door Attendants, and Bell Staff.
</li><li>Oversee that all staff in the department are fully trained in technical, customer service and sales skills.
</li><li>Conducts performance evaluations and document coaching, training and discipline of employees in a timely manner when necessary.
</li><li>Supervise the daily operations of the Front Desk Agents, Reservations Agents, and PBX staff to comply with SOPs, maximize revenues and motivate employees to ensure an optimal level of quality service and hospitality are provided to the hotel and casino guests.</li><li>
Resolves all guest complaints maintaining a satisfactory impression. Anticipates potential problems by reviewing and monitoring complaints, operational issues business flow and agent performance to ensure high levels customer satisfaction.</li><li>
Prepares work schedules and assigns personnel to meet demands. Assures that payroll costs conform to budget by scheduling and monitoring staffing levels to ensure that the department is staffed appropriately for business demand without any overtime.
</li><li>Assists the Front Office Manager develop, manage and monitor department budget.
</li><li>Communicates with Housekeeping to coordinate timely room readiness and room projects.
</li><li>In conjunction with Resort marketing, ensures that casino requests are handled with priority.
</li><li>Coordinates with Reservations, Hotel Sales and Convention Services regarding room blocks.</li><li>
Coordinates with Reservations, Transportation, and Valet Parking to ensure smooth arrival and departure for guests.
</li><li>Communicate closely with the Front Office Supervisors, Executive Housekeeper, Convention Services Manager, Night Audit/ Accounting Department and Lead Concierge to ensure follow-up on any special problems, guest requests, etc.
</li><li>Review daily arrivals to ensure proper handling of VIPs and Return Guests, groups, etc., and to escort VIPs to their rooms.
</li><li>Ensure adherence to all credit procedures in the Front Office; review high-balance report and follow up on credit problems with Financial Accounting Controller.
</li><li>Communicates any variances in a timely manner to the Front Office Manager.</li><li>
Creates an environment of teamwork through strong communication, guidance, and appreciation.</li></ul>
Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned scheduled each day in accordance with the Attendance Policy for Pueblo Sandia. 
<ul><li>
</li></ul></div></div> 
<div>Additional Responsibilities</div><div> 
<ul><li>
Provides immediate supervision to non-exempt and potentially exempt Team Members and serves in a role where reporting Team Members gain support, feedback, and guidance in their performance of all duties.
</li><li>Sets business parameters and delegates day-to-day tasks to achieve operational objectives. Ensures policy, procedures and practices are followed.
</li><li>Creates an environment of teamwork, through communicating common goals, and show appreciation for Team Members contributions and on-going support.
</li><li>Supports leadership in lower-level management responsibilities and administrative duties to include mentorship, training, counseling, scheduling, etc.
</li>Attends to Human Resources needs and may interview qualified candidates and recommends the selection of a qualified candidate as directed by leadership. 
<li>
</li></ul></div> 
<div>Key Performance Indicators</div><div> 
This position has Key Performance Indicators (KPI&rsquo;s) identified as a measurement of success. KPI&rsquo;s will be shared to all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI&rsquo;s as part of the performance review process. 
</div> 
<div>Knowledge, Skills, and Abilities 
</div> 
<div><ul><li>Knowledge of room management systems software.</li><li>
Must have excellent customer service skills.</li><li>
Must have excellent written and oral communication skills.</li><li>
Ability to analyze and solve problems.
</li><li>Effective supervisory skills.</li><li>
Organization/planning skills.</li><li>
Ability to maintain a flexible work schedule.</li><li>
Sound administrative and business management skills.
</li><li>Proven ability to recruit, train, and motivate personnel to balance staffing strength with profitability and growth.
</li><li>Knowledge of organizational structure, workflow, and operating procedures.
</li><li>Ability to create and implement guest service standards and procedures.
</li><li>Ability to proficiently use Microsoft Office programs.
</li><li>Knowledge of applicable Federal, State and local laws.
</li><li>Strong analytical, numerical and reasoning abilities.</li></ul></div> 
</div><div><div>
Education and Experience 
</div> 
<div><div>Required:<ul><li>
Associate&rsquo;s degree in Hotel Management or related field and three (3) years of front desk/office experience including two (2) years of supervisory responsibility. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling five (5) years may substitute for the required education and experience.</li><li>
High School diploma or GED equivalent required.</li></ul>
Note: Relevant work experience or education may be substituted to satisfy education and/or work experience. 
</div></div> 
<div>License/Certifications/Registrations</div><div> 
<ul><li>
Must be able to successfully pass a stringent background investigation.</li><li>
Will require a pre-employment and random drug screening.</li></ul></div></div><div></div> 
<div><div><div>Physical Requirements/Working Conditions
The following selected physical activities are required to perform the essential functions of this position</div></div><div> 
Physical Requirement 
Description</div><div> 
Balancing 
Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.</div><div> 
Crouching 
Bending the body downward and forward by bending leg and spine.</div><div> 
Feeling 
Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.</div><div><div> 
Finger Dexterity 
</div>Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.</div><div> 
Grasping 
Applying pressure to an object with the fingers and palm.</div><div> 
Hearing 
Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.</div><div> 
Kneeling 
Bending legs at knee to come to a rest on knee or knees.</div><div> 
Lifting 
Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles. (up to 20 lbs.)</div><div> 
Pulling 
Using upper extremities to exert force to draw, haul, or tug objects in a sustained motion. (Up to 20 lbs.)</div><div> 
Pushing 
Using upper extremities to press against something with steady force to thrust forward, downward, or outward. (Up to 20 lbs.)</div><div> 
Reaching 
Extending hand(s) and arm(s) in any direction.</div><div> 
Seeing 
The ability to perceive the nature of objects by the eye.</div><div> 
Walking 
Job requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations. 
</div> 
<div>Seeing 
The ability to perceive the nature of objects by the eye.</div><div> 
Sitting 
Particularly for sustained periods of time.</div><div> 
Standing 
Particularly for sustained periods of time.</div><div> 
Stooping 
Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.</div><div> 
Talking 
Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.</div><div> 
List Working Conditions Required:<div> 
The worker is subject to:<ul><li>
Visual acuity to operate motor vehicles or heavy equipment.</li><li>
Environmental conditions: Activities occur inside and outside</li><li>
Noise: There is sufficient noise to cause the worker to shout to be heard above the ambient noise level.</li></ul></div></div></div></div>

ASSISTANT FRONT OFFICE MANAGER

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