Front Desk Shift Manager-Graveyard-Silver Legacy

Responsibilities

• Supervise day-to-day activities of the front desk clerks and rack clerks
• Perform pre-shift briefings for all front desk personnel
• Handle any guest complaints/problems
• Aid with group and VIP arrivals/departures
• Review and make recommendations regarding scheduling
• Act as the liaison between the other front office departments regarding requests for service from the hotel guests
• Maintain rooms available and the placement of guests
• Recommend and assist with the implementation of policies and procedures
• Adhere to Payment Card Industry Security Standards (PCI Compliance)
• Maintain established procedures of the front desk
• Monitor clerk overages and shortages
• Train new and existing front desk clerks
• Assist guest services area when required
• Answer phone calls as well as IVY requests in a timely manner, inputting work orders into Maximo for engineering and housekeeping requests
• Monitor upsells through LUXE for agents
• Assist with front desk kiosks to make sure they are working correctly
• Ensure area is neat and fully stocked at the end of shift
• Perform periodic reviews and counseling of employees as needed
• Achieve daily maximum occupancy levels

Qualifications

• Excellent communication skills with the ability to read, write, and communicate verbally in English
• Ability to perform basic math functions; use ten-key and computer equipment; supervise and guide staff towards daily goals and objectives; maintain effective working relationships with staff; deal effectively with the public; work flexible hours
• Decision-making skills
• Understand and comply with all company and departmental rules, regulations, policies and procedures
• High School diploma or equivalent

Additional Requirements

• Must be able to respond to visual and aural cues
• Must have manual dexterity to operate all office equipment
• Must be able to maneuver around office and property
• Must be able to lift and carry up to 30 pounds
• Must be able to bend, crouch, kneel, twist and work at a desk/counter when performing functions of the job

GUEST SERVICE (INTERNAL/EXTERNAL) STANDARDS

• Employee is required to meet and deliver our core values, service standards, and family style service.
• Performance requirements: Must have the ability to provide internal/external guests with service excellence, have excellent communication skills and observation skills, and have an easygoing demeanor to ensure a fun and safe environment for our guests.
• Above average speech – both speaking and reading/writing English.
• Need excellent interpersonal skills.
• Work requires schedule flexibility which may include days off, nights, weekends, holidays, and overtime as needed.