Front Desk Shift Manager

About the role

The Front Desk Shift Manager assists with daily front desk and bell/door service activities and provides guidance to subordinate personnel to ensure courteous hotel/resort services. In the absence of the Director of Hotel Operations and VIP & Front Desk Manager, the incumbent assumes the position of "Manager on Duty".

Responsibilities

• Oversight and assistance with daily work assignments of Front Desk and Bell Stand.
• Investigate and resolve guest situations such as reservation errors or lost personal belongings.
• Prepare and process daily reports and perform other general administrative duties as appropriate.
• Perform special assignments such as preparing junket and resort sales room packages.
• Interview, hire, train, and schedule, appraise and supervise all directly assigned personnel.
• Communicate and coordinate with related areas as needed to ensure effective operations.
• Authorize point redemption transactions for guests who have accumulated points to receive a hotel room.
• Respond to routine patron requests, such as qualifications for hotel and restaurant services or availability.
• Book recommended hotel, restaurant, and walk-in reservations.
• Enter correct and accurate guest information into the ACSC system.
• Issue Seneca Player’s Club cards and relay the cards' uses and benefits to new and existing customers.
• Promote positive public/employee relations at all times.
• Maintain a clean, safe, hazard-free work environment within area of responsibility.
• Participate as a panel member on SGC's Board of Review as needed.
• Must cross train as a VIP Services Shift Manager and adhere to the functions and responsibilities of both positions.
• Maintain a current understanding of all policy and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy.
• Understand and comply with all information security policies and procedures at all times.
• Provide exceptional customer service to all patrons and communicate in a pleasant, friendly and professional manner at all times.
• Maintain a professional work environment with supervisors, managers and staff.

Requirements

• Must be 18 years of age or older upon employment.
• High school diploma or equivalent required.
• Three (3) to five (5) years of Front Desk (or equivalent) supervisory experience required.
• Must have proficient computer skills.

Qualifications

• Must possess a high degree of interpersonal and customer relation skills necessary to ensure total guest satisfaction.
• Ability to write routine correspondence and to speak effectively to the public, employees and customers.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Must have the ability to deal effectively and interact well with the customers and employees.
• Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
• Must possess proven leadership ability necessary to provide guidance to subordinate personnel and develop short-term developmental goals.

Physical Requirements and Work Environment

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderately loud. When on the casino floor, the noise levels increase to loud.
• Must be able to work in an environment where smoking is permitted.
• Must be capable of operating office equipment including, but not limited to, PC and hotel systems software.
• Requires repetitive motion of hands and wrists. Light lifting.
• Required to stand and walk for long periods.
• Must be able to effectively understand and communicate to candidates and employees.
• Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations.

Pay

Starting Rate $19.84. Compensation is negotiable based on experience and education. Each position has varying minimum qualifications. In the absence of fully qualified candidates, some requirements may be waived.