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Hotel Front Office Manager

2 months ago

Kansas City, Missouri, United States Caesars Entertainment Full time
Job Overview

POSITION SUMMARY:

The Hotel Front Office Supervisor oversees the daily operations of the Front Services Department, ensuring a seamless experience for guests during assigned shifts. Typically, the supervisor will work during the evening hours, managing a team dedicated to exceptional service.

KEY RESPONSIBILITIES:
  • Supervise and ensure accountability for all guest services, including Valet, Housekeeping, Front Desk, and Audit functions.
  • Develop and implement strategies to enhance Employee Opinion Survey scores and reduce turnover rates.
  • Oversee training programs for Front Desk Services, Valet, Bell, and all accounting functions.
  • Conduct internal audits to maintain compliance and operational integrity.
  • Ensure the safety and security of the hotel and its guests, holding the team accountable for adherence to protocols.
  • Facilitate communication across departments to promote teamwork and optimize guest experiences.
  • Represent the hotel in committee meetings and lead discussions as needed.
  • Build and maintain positive relationships with hotel guests.
  • Drive efforts to maximize hotel occupancy and average daily rates while monitoring cost controls.
  • Address and resolve guest complaints in a professional and courteous manner.
  • Supervise staff during shifts, ensuring adequate staffing levels to maintain high service standards.
  • Manage peak business times, focusing on customer check-in, check-out, reservations, and special requests.
  • Act as a role model for team members, consistently presenting a professional image.
QUALIFICATIONS:
  • Demonstrated integrity and adherence to standards in a regulated environment.
  • Must be at least 21 years old.
  • Ability to obtain necessary licenses and pass background checks.
  • Availability to work flexible hours, including weekends and holidays.
  • Exceptional customer service and communication skills.
  • Proficient in data entry and able to interpret computer-generated reports.
  • Preferred: College degree and two years of supervisory experience in hospitality.
  • Strong leadership and motivational skills.
  • Familiarity with Harrah's Lodging Management System (LMS) is a plus.
WORK ENVIRONMENT:
  • Physical ability to lift and carry items weighing 25 lbs or more.
  • Capability to stand for extended periods and work in a fast-paced environment.
  • Tolerance for high noise levels, bright lights, and dust.
  • Proficient in reading, writing, and understanding English.
  • Able to navigate high-traffic areas and respond to visual and auditory cues.
  • Mathematical skills for accurate record-keeping and financial transactions.
  • Dexterity to handle various office equipment and cash-related tasks.
DISCLAIMER:
This description is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the position. Management reserves the right to revise job responsibilities as necessary.