Front Office Manager Assistant - Casino jobs in Charlotte, NC

JOB SUMMARY:

Assists the FOM with the functional areas of reservations, guest registration, night audit, PBX, bell services, and concierge services. Ensures the highest level of guest satisfaction and associate satisfaction, while maximizing hotel profitability.

RESPONSIBILITIES:

· Supervision of Front Office Personnel and produce weekly schedule of Front Office Associates. Always provide support to Front Desk, answer telephones, and assisting in arrival and departure procedures. This position is high visible in the lobby and always ensures proper staff coverage based on business needs.

· Coordinating the purchase of operating supplies and guest supplies as it relates to front desk operations. Closely monitor inventory controls of supplies and maintain required pars of all front office stationery supplies.

· Assist with selection, training, counseling, and motivating hourly associates.

· Monitor reservations and house status to ensure accuracy of room allocation and management.

· Review group housing and billing details and prepare group requirements as needed. Relay information to appropriate personnel.

· Ensure Front Desk Associates follow proper cash control and credit card procedures.

· Responsible for the Accounts Receivable ledger for guestrooms, credit limit controls, and bad debt accounts.

· Able to perform Night Audit duties.

· Assist in maintaining Key Controls and Personal Privacy and Security Controls per hotel policy.

· Responsible for knowing hotel and emergency procedures. Train associates to act accordingly in the event of an emergency or accident at the hotel.

· Increase level of guest satisfaction by improving product and services through procedure and employee development.

· Ensure associate appearance and grooming standards, as well as, attitude of attentiveness, anticipation of guests needs, and professionalism.

· Ensure proper delivery of guest special requests, amenities, and service recovery follow up.

· Monitor and respond to hotel reputation feedback of all media platforms.

· Operate all aspects of Front Office computer systems, including full PMS functionality, software maintenance, report generation and analysis, and configuration changes.

· Incentivize Front Desk Associates for upselling, sellout efficiency, and exceeding guest expectations.

· Meet with and solicit comments from guests on a regular basis to determine their level and satisfaction with all guest services and facilities.

· Participate in community activities, associate functions, and guest events.

· Ensure effective departmental communication and information systems through logs, departments meetings, and hotel meetings. Conduct regularly scheduled meetings of front office personnel.

· Ensure logging and delivery of all messages, packages, and mail in a timely manner.

· Maintain an organized and comprehensive filing system with documentation of purchases, vouchers / adjustments, schedules / labor controls, forecasts, reports and tracking logs.

· Communicate with the FOM daily. Inform FOM of any problems with guests and with progress of assigned projects.

· Perform “Manager on Duty” responsibilities as required.

· Carry out any reasonable request by Management or Ownership that you are capable of performing.

· Required to work based on business demand to include days, nights, weekends, and holidays.

Job Type: Full-time

Pay: $20.00 per hour

Benefits:

• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• Overnight shift
• Weekends as needed

Work setting:

• In-person

Work Location: In person