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Front Office Operations Manager

2 months ago

Monticello, New York, United States Resorts World New York Full time
Position Overview:

The Front Office Operations Manager oversees the daily front desk activities and is accountable for the performance of guest service agents, retail staff, business center operations, bell and door personnel, and concierge services. This role also entails being the manager on duty for overall hotel operations.

Key Responsibilities:
  • Adheres to and upholds the Company's Standards consistently.
  • Establishes and maintains a standard of excellence in service delivery.
  • Oversees hotel operations, employee management, and guest relations.
  • Addresses guest complaints effectively.
  • Responds courteously and professionally to resolve issues faced by guests and staff.
  • Conducts accurate payroll processing and scheduling based on business needs.
  • Manages and reviews closing documentation and cash drops.
  • Supervises daily front office operations.
  • Coordinates front desk activities with Guest Relations and other departments for VIP guests.
  • Conducts daily inspections of guest rooms.
  • Ensures adherence to proper credit and cash handling procedures.
  • Checks cashiers in and out, verifying banks and deposits at the end of each shift.
  • Enforces cash-handling, check-cashing, and credit policies.
  • Controls hotel inventory to maximize occupancy at optimal rates.
  • Participates in pre-convention meetings and collaborates with meeting planners to coordinate group activities.
  • Facilitates effective recruitment, hiring, training, recognition, coaching, and counseling within assigned departments.
  • Ensures annual performance reviews for all department employees are completed.
  • Manages payroll and related activities.
  • Performs additional tasks as assigned.
Essential Qualifications:
  • Ability to perform a variety of tasks, often shifting from one duty to another without losing efficiency or composure.
  • Capable of completing all assigned tasks despite frequent interruptions or stressful situations.
  • Strong supervisory and communication skills.
  • Excellent organizational and problem-solving abilities.
  • Proficient in Microsoft Office applications.
Experience and Knowledge:
  • Bachelor's degree in Business Administration, Marketing, Hotel and Restaurant Management, or a related field.
  • A minimum of five (5) years of experience in Front Office or Hotel Management, with at least three (3) years in a supervisory role within a high-volume luxury environment.
  • Previous experience in a five-star establishment is preferred.
  • Experience in a resort casino setting is advantageous.
  • Must be eligible to obtain and maintain the necessary license through the appropriate regulatory authority.