Assistant Manager, Front Office

Harrah's Cherokee Casino Resort Position Description

POSITION TITLE: Assistant Manager, Front Office

DIVISION: Hotel

DEPARTMENT: Hotel Front Office, Hotel Tower IV Front Desk

GRADE/FLSA STATUS: L10--Exempt

BADGE TYPE/COLOR: Key--Blue

REPORTS TO: Manager, Front Office

SUPERVISES: Supervisor, Front Desk

JOB SUMMARY:

Manage the operation of the Hotel Front Office. Ensure staff expedite guest registration and departure, providing prompt and courteous service in a fun-filled atmosphere. 

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Assist the Front Office Manager with day-to-day operations
• Provide extraordinary levels of guest service, reaffirming commitment to the AEP (Avid Experienced Player)
• Assist the front office manager with the preparation and implementation of operating plans and budgets
• Assist the front office manager in the development and implementation of the property's hotel capital improvement plan for the Front Office area
• Execute continuous improvement plans toward the attainment of established financial and service goals
• Respond to business volume by staffing accordingly to ensure timely service
• Maintain positive working relationships and communication with other departments
• Familiar with the telecommunication system
• Verify accurate room status information is maintained and properly managed
• Coordinate room status information with VIP Services and Revenue Manager to maximize occupancy with desired gaming guest
• Resolve guest's problems quickly, efficiently, and courteously
• Monitor guest feedback on Birdeye and survey systems
• Assist the Front Office Manager in resolving guest complaints
• Assist with the maintenance, monitoring, preparation, and updating of group information
• Supervise an assigned team to lead and develop
• Responsible for policy, processes, and procedures to ensure that Hotel areas are following Regulatory Compliance and Harrah's Operating Procedures and brand initiatives
• Perform daily, weekly, and monthly property inspections
• Control expenses through efficient scheduling of labor to business-level demand
• Responsible for or actively participates in the initiation of personnel actions, including but not limited to interviews, training, candidate selection, terminations, performance reviews, promotions, transfers, and disciplinary actions
• Exhibit sound decision-making with an emphasis on motivating the team and maintaining high morale
• Provide continuous positive coaching for the development of Team Members and appropriate corrective action when necessary
• Ensure timely and accurate performance appraisals and accurate work history entries
• Adhere to regulatory, departmental, and company policies/procedures in an ethical manner
• Establish and endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values 

MINIMUM QUALIFICATIONS:

• High school diploma or GED required
• BSBA from an accredited educational institution is preferred
• One year of management experience preferred
• Two years of supervisor experience in a major hotel operation is required 

Must demonstrate the following essential knowledge and skills:

• Knowledgeable about all Front Office, Front Services, and Harrah's Standard Operating Procedures
• Proficient in understanding and usage of Property Management Systems (LMS preferred)
• HotSOS experience preferred
• Ability to manage and analyze a variety of problems, including technical and guest service issues
• Must possess strong interpersonal skills, public relations, and Team Member motivational skills
• Excellent oral and written communication skills
• Ability to anticipate, identify, and exceed guests' expectations
• Strong organizational, administrative, and communications skills
• Excellent oral and written communication skills
• Proficient in the use of Windows-based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook
• Ability to handle multiple priorities in a fast-paced environment
• Neat, professional appearance with excellent personal hygiene

PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:

• Must be able to bend, stoop, reach, kneel, twist and grip items
• Must be able to respond to visual and aural cues
• Must be able to read, write, speak, and understand English
• Must be able to work in small, shared office space 
• Must be able to lift up to 25 pounds and carry 5 pounds
• Must be physically mobile with reasonable accommodations
• Must be able to operate in mentally and physically stressful situations 
• Must have manual dexterity and coordination to operate office equipment, computers, fax machines, and photocopiers
• Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality, including secondhand smoke
• Must be able to work a flexible schedule, including weekends, evenings, and holidays

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job. Harrah's Cherokee Casino Resort reserves the right to change the above job description whenever necessary