Hotel Front Office Manager

2 weeks 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 exceptional service delivery during assigned shifts. Typically, this role involves evening hours, providing leadership and support to the team.

KEY RESPONSIBILITIES:
  • Supervise and ensure accountability for all hotel guest services, including Valet, Housekeeping, Front Desk, and Audit functions.
  • Develop and implement strategies to enhance Employee Opinion Survey scores, turnover rates, and overall team satisfaction.
  • Oversee training initiatives for Front Desk Services, Valet, Bell, and all accounting-related functions.
  • Conduct internal audits to maintain compliance and operational standards.
  • Ensure the safety and security of hotel operations, holding team members accountable for adherence to protocols.
  • Facilitate effective communication across departments to promote teamwork and optimize guest experiences.
  • Represent the hotel in committee meetings and take the lead when necessary.
  • Build and maintain positive relationships with hotel guests to enhance their experience.
  • 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 periods, focusing on key activities such as check-in, check-out, reservations, and special requests.
  • Serve as a role model for employees, consistently representing the hotel in a positive manner.
QUALIFICATIONS:
  • Demonstrated integrity and adherence to standards in a regulated environment.
  • Minimum age of 21 years.
  • Ability to obtain necessary licensing.
  • Successful completion of a background check.
  • Availability to work flexible hours, including weekends and holidays.
  • Strong customer service and communication skills.
  • Proficient in data entry and computer systems.
  • Preferred: College degree.
  • Preferred: Two years of supervisory experience in the hospitality sector.
  • Exceptional customer service abilities.
  • Capability to lead and inspire team members.
  • Familiarity with Harrah's Lodging Management System (LMS) is a plus.
WORK ENVIRONMENT:
  • Physical ability to lift and carry items weighing at least 25 lbs.
  • Capability to stand for extended periods.
  • Ability to work efficiently in a fast-paced and high-pressure environment.
  • Tolerance for environments with smoke, noise, and bright lights.
  • Proficiency in reading, writing, and understanding English.
  • Ability to navigate high-traffic areas and respond to visual and auditory signals.
  • Mathematical skills for accurate record-keeping.
  • Dexterity to handle various items and equipment.
DISCLAIMER:
This description is not exhaustive and may be subject to change. Management reserves the right to modify job responsibilities as necessary.

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