FRONT OFFICE SHIFT MANAGER

Position Overview:

The Front Office Shift Manager is responsible for the operation and supervision of Front Desk, Bell Station, Doorman, Business Center and Concierge Desk during an assigned shift. Answering guest calls, making reservations accommodations for the hotel and its amenities, promotions and events, and ensuring superior service to all patrons and guest of the Hotel/Casino. Additionally the areas of Housekeeping, Valet and Guest Services/Reservations are added during overnight shifts in the absences of team members in those areas. The Front Desk Shift Manager will assist the staff as necessary to facilitate the handling of guest interactions efficiently and professionally. All duties are to be performed within the guidelines of the Mount Airy Casino Resort policies and procedures, Internal Control standards and Pennsylvania Gaming Control Board regulations.

Essential Job Functions:

• Supervises the daily operation of Front Desk and Bell Station during an assigned shift with additional responsibilities to maintain Housekeeping, Valet and Guest Services/Reservations responsibilities during overnight hours in the absence of team members in those areas.
• Promotes positive guest, employee and public relations at all times.
• Responsible for the quality, consistency and presentation of all products and services delivered to guests.
• Always possesses current knowledge of room inventory during assigned shift and coordinates and communicates with Guest Reservations/Marketing areas to achieve yielded maximum occupancy levels and average daily rates.
• Responsible for the coordination of room assignments and ensures all rooms assigned are a clean and vacant status.
• Communicates and coordinates with all related areas to ensure timely check ins and maximum occupancy.
• Performs routine room inspections to ensure adherence to standards and quality products.
• Maintains knowledge of property, hotel, events and promotions to assist with guest inquiries.
• Complies with and enforces departmental policies, procedures and standards, including comp and revenue controls where appropriate.  Makes recommendations and implements new policies and procedures.
• Prepares and processes daily reports and handles any exceptions or variances according to established policies and procedures.
• Participates in the interview and hiring of employees. 
• Handles employee training and schedules employees to meet business demands.
• Evaluates and addresses employee job performance, providing praise, motivation and counseling appropriately.
• Handles payroll processes/approvals and departmental expenses ensuring adherence to established budgets.
• Ensures timely and appropriate issuance of performance appraisals for staff members.
• Investigates, resolves and responds to all guest concerns and issues in a timely and courteous manner.  Acts as a liaison between guests and any affected department to resolve any concerns or issues.  Implements service recovery actions to remedy service failures.  Provides written reports when necessary.
• Works to accommodate guest requests appropriately, timely and efficiently.
• Effectively communicates all job/property related and pertinent information to superiors and subordinates.
• Maintains supplies and keeps areas of responsibility fully stocked.   Adheres to established budget for operating expenses.
• Perform Housekeeping functions including but not limited to turndown, linen/terry replacement, bed making and fulfillment of special request items such as pillows, refrigerator, roll away beds, etc. as requested when Housekeeping is closed
• Perform Valet functions including but not limited to accurate data entry, proper fulfillment of valet claims tickets, & dispatching of valet tickets for retrieval of vehicles.
• Perform Guest Services/Reserv