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Hotel Front Office Manager

2 months ago

Kansas City, Missouri, United States Caesars Entertainment Full time

JOB SUMMARY:


The Hotel Front Office Manager oversees the daily operations of the Front Services Department, ensuring a seamless experience for guests and efficient management of team members during assigned shifts.

This position typically involves working from late afternoon until the early hours of the next day.

ESSENTIAL JOB FUNCTIONS:


Supervises and ensures accountability for all hotel guest services, both internal and external, including Valet, Housekeeping, Front Desk, and Audit functions.

Develops and implements strategies to enhance Employee Opinion Survey scores, TPPS, SOS scores, and reduce turnover rates.

Responsible for training initiatives within Front Desk Services, Valet, Bell, LMS, CMS, and all accounting functions.

Oversees internal audit processes and ensures compliance with hotel security protocols, holding the team accountable for adherence.

Facilitates communication across departments to foster teamwork and optimize guest service delivery.

Acts as a representative for the hotel in committee meetings and may lead discussions when necessary.

Builds and maintains relationships with hotel guests to enhance their experience.

Drives efforts to maximize hotel occupancy and average daily rates while monitoring all related cost controls.

Addresses and resolves customer issues and complaints in a professional and courteous manner.


Supervises staff during shifts, ensuring adequate staffing levels to maintain high service standards while managing labor costs.


Oversees peak business periods, focusing on key result times such as guest check-in, check-out, reservations, luggage handling, and special requests.

Serves as a role model for other employees, consistently presenting oneself as a representative of the hotel brand.

QUALIFICATIONS:


Demonstrates the highest level of integrity in all situations and understands the standards required in a regulated environment.

Must be at least 21 years old.

Must be eligible to obtain a relevant gaming license.

Must successfully pass a background check.

Availability to work any day of the week and any shift, including holidays and weekends, is required.

Exceptional customer service and communication skills are essential.

Proficient in data entry and capable of interpreting computer-generated reports.

A college degree is preferred.

At least two years of supervisory experience in the hospitality sector is preferred.

Strong customer service abilities and the capacity to lead and inspire a team are necessary.

Familiarity with Harrah's Lodging Management System (LMS) is preferred.

WORK ENVIRONMENT REQUIREMENTS:


Must be able to bend, twist, turn, push, pull, and lift/carry weights of at least 25 lbs or more.

Ability to stand for extended periods or throughout the entire shift is required.

Must be capable of working in a fast-paced environment and managing stressful situations.

Ability to tolerate environments with second-hand smoke, high noise levels, bright lights, and dust is necessary.

Must be proficient in reading, writing, speaking, and understanding English.


Must navigate office areas effectively, work in high-traffic zones, and respond to visual and auditory cues.

Strong mathematical skills, including addition and subtraction, along with accurate record-keeping, are essential.


Must possess the dexterity to handle necessary items (such as chips, adding machines, money bags, computers, etc.).


DISCLAIMER:


This description is not an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the position.

While intended to accurately reflect the current job, management reserves the right to revise the job description or require additional tasks as circumstances change (e.g., emergencies, personnel changes, workload fluctuations, or technical developments).

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