Front Office Operations Manager

4 days ago

Pittsburgh, Pennsylvania, United States Rivers Casino Full time
Job Description:

Job Title: Front Office Supervisor

Job Summary:

The Front Office Supervisor is a key member of the Rivers Casino team, responsible for overseeing the daily operations of the front desk, night audit, and PBX/Reservations. This role ensures the highest level of guest service by maintaining smooth, efficient operations and resolving guest issues.

Key Responsibilities:

  • Operations Management: Oversee daily operations of the front desk, night audit, and PBX/Reservations, ensuring staff adherence to all policies and procedures.
  • Leadership and Development: Provide leadership through coaching, development, and discipline of team members, ensuring compliance with company standards.
  • Training and Development: Conduct training sessions on safety and standard operating procedures to ensure all team members are fully equipped for their roles.
  • Staffing and Scheduling: Maintain proper staffing levels and adjust as necessary to meet hotel demands.
  • Guest Experience: Manage guest experiences, including handling complaints and concerns, and follow up to ensure prompt and appropriate resolutions.
  • Collaboration: Work closely with Housekeeping and PBX/Reservations to enhance the overall guest experience.
  • PBX/Reservations Operations: Operate PBX/Reservations equipment, including handling calls, making reservations, and scheduling hotel and casino events.
  • Recruitment and Performance Management: Conduct interviews, hire team members, evaluate performance, and handle disciplinary actions when necessary.
  • Team Appearance and Conduct: Ensure team members' appearances and conduct meet hotel standards.
  • Check-in/Check-out Services: Provide efficient check-in/check-out services, while promoting room upgrades to maximize hotel revenue.
  • Occupancy and Revenue Management: Monitor occupancy and average daily rate, ensuring optimal profitability.
  • Cleanliness and Organization: Maintain cleanliness, sanitation, and organization in work areas.
  • Emergency Response: Serve as a role model for team members during high-pressure situations or emergencies, providing guidance and support.
  • Revenue Allowances: Monitor and authorize revenue allowances to resolve guest concerns while promoting guest satisfaction.
  • Guest Services: Perform other guest-related tasks such as room tours, concierge services, and special requests.

Qualifications:

  • Education: High school diploma or equivalent required; 2-5 years of hotel or related experience preferred.
  • Experience: 2-5 years of supervisory experience preferred.
  • Skills: Ability to work under pressure and manage multiple tasks in a fast-paced environment.
  • Technical Skills: Familiarity with PMS, CRM, and other hotel management systems.
  • Problem-Solving: Ability to resolve problems quickly and efficiently, with strong decision-making skills.
  • Communication: Ability to communicate effectively in English with team members and guests.

Certifications:

  • Pennsylvania Gaming License: Must be able to obtain a Pennsylvania Gaming License. Rivers Casino will assist in the application process and pays the fee associated with this license.

Physical Requirements:

  • Prolonged Standing and Walking: Prolonged periods of standing, walking, and sitting.
  • Physical Demands: Regular bending, stretching, twisting, and reaching.
  • Lifting and Pushing: Ability to push/pull objects weighing up to 50 pounds frequently.

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