Hotel Front Office Manager $75,000 - $85,000 annual

Commerce Casino is the world’s largest card casino offering more than 200 tables. Established in 1983, the casino values its staff of over 2,500 employees and is proud to be known as “Where the World Comes to Play.” Commerce Casino offers a comprehensive benefits package to include medical, dental, vision, life, flexible spending accounts, 401(k), vacation time, and much more!


Provides guidance and leadership to the Hotel Guest Service Associates, Hotel Front Office Supervisor(s), and Hotel Assistant Front Office Manager(s). Responsible for daily Hotel Front Office Operations (supplies/guest requests/membership sign-ups/hospitality services with our guests and service recovery) while assisting all other Hotel Department Heads including the Hotel General Manager

PRIMARY JOB FUNCTIONS

1. Implement and oversee hotel’s daily quality process including goal communication, associate improvement, compliance with-in our standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
2. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.
3. Communicate both verbally and in writing to provide clear directions to staff.
4. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Oversee and review cost and inventory controls.
5. Field guest complaints, conducting thorough research to develop the most effective solutions and negotiating results. Prepare written correspondence to guests. Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
6. Oversee the budgeting, forecasting, training, motivating, and staffing of the Hotel Front Office including, Bell Staff, Reservations, Concierge, Guest Services, and Transportation Services. Be a liaison for the contracted valet company with Hotel Guest Services and issues.
7. Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
8. Comply with attendance rules and be available to work on a regular basis.
9. Perform any other job-related duties as assigned. Actively participate in Commerce Casino & Hotel’s Safety Plan and energy improvements
10. Coordinate compliance of service contracts.
11. Perform any other job-related duties as assigned. Perform Front Desk Agent job duties as needed based on demand. Check-ins, check-outs, guest interactions, phone calls etc. Cover shifts at the Front Desk as needed based on demand.

The duties listed are not set forth for the purposes of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a position title or those to be assigned and performed temporarily outside of an employee’s normal line of work.

QUALIFICATIONS

Work Experience Required:
• Worked as a Front Office Manager before, or worked as a Front Desk/Guest Services Manager at a Front Office for 1-3 years prior.

Other Requirements:
• Must have the ability to communicate in English.
• Self-starting personality with an even disposition.
• Always maintain a professional appearance and manner.
• Can communicate well with guests.
• Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.
• Ability to effectively deal with internal and external customers using empathy.
• Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
• Ability to stand and move throughout the hotel property and continuously perform essential job functions.
• Knowledge of chemical cleaning agents and operation of various cleaning equipment.

Customer Satisfaction: Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Commerce employees. It is essential that you remain professional at all times, and that you treat all guests and employees with courtesy and respect, under all circumstances. Every Commerce employee is a guest relations ambassador, every working minute of every day. We strive to complete our GOLDEN CIRCLE culture on every conversation we have with both our internal guests (team mem