Assistant Manager, Front Office (Full-Time; Varied Shift) Starting at $56,518.94/annually

Harrah’s Cherokee Casino Resort Position Description                                                     

 

POSITION TITLE:                          Assistant Manager, Front Office

DIVISION:                                           Hotel

DEPARTMENT:                                Hotel Front Office, Hotel Tower IV Front Desk

GRADE/FLSA STATUS:              L10--Exempt

BADGE TYPE/COLOR:                 Key--Blue

REPORTS TO:                                  Manager, Front Office

SUPERVISES:                                    Supervisor, Front Desk

 

JOB SUMMARY:                             

Manage the operation of the Hotel Front Office. Ensure staff expedite guest registration and departure, providing prompt and courteous service in a fun-filled atmosphere. 

 

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Assist the Front Office Manager with day-to-day operations
• Provide extraordinary levels of guest service, reaffirming commitment to the AEP (Avid Experienced Player)
• Assist the front office manager with the preparation and implementation of operating plans and budgets
• Assist the front office manager in the development and implementation of the property's hotel capital improvement plan for the Front Office area
• Execute continuous improvement plans toward the attainment of established financial and service goals
• Respond to business volume by staffing accordingly to ensure timely service
• Maintain positive working relationships and communication with other departments
• Familiar with the telecommunication system
• Verify accurate room status information is maintained and properly managed
• Coordinate room status information with VIP Services and Revenue Manager to maximize occupancy with desired gaming guest
• Resolve guest’s problems quickly, efficiently, and courteously
• Monitor guest feedback on Birdeye and survey systems
• Assist the Front Office Manager in resolving guest complaints
• Assist with the maintenance, monitoring, preparation, and updating of group information
• Supervise an assigned team to lead and develop
• Responsible for policy, processes, and procedures to ensure that Hotel areas are following Regulatory Compliance and Harrah’s Operating Procedures and brand initiatives
• Perform daily, weekly, and monthly property inspections
• Control expenses through efficient scheduling of labor to business-level demand
• Responsible for or actively participates in the initiation of personnel actions, including but not limited to interviews, training, candidate selection, terminations, performance reviews, promotions, transfers, and disciplinary actions
• Exhibit sound decision-making with an emphasis on motivating the team and maintaining high morale
• Provide continuous positive coaching for the development of Team Members and appropriate corrective action when necessary
• Ensure timely and accurate performance appraisals and accurate work history entries
• Adhere to regulatory, departmental, and company policies/procedures in an ethical manner
• Establish and endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values 

 

MINIMUM QUALIFICATIONS:

• High school diploma or GED required
• BSBA from an accredited educational institution is preferred
• One year of management experience preferred
• Two years of supervisor experience in a major hotel operation is required 

Must demonstrate the following essential knowledge and skills:

• Knowledgeable about all Front Office, Front Services, and Harrah’s Standard Operating Procedures
• Proficient in understanding and usage of Property Management Systems (LMS preferred)
• HotSOS experience preferred
• Ability to manage and analyze a variety of problems, including technical and guest service issues
• Must possess strong interperso