Front Office Manager - Casino jobs in Richmond, VA

The Task Force Front Office Manager (TFFOM) is responsible for the efficient operation of the property as measured against the established budget, while maintaining guest service standards. This is a traveling role and requires the ability to travel with little notice to other states for extended periods of time.

The Task Force Front Office Manager assists the General Manager [GM] in managing the property operations on a day-to-day basis and assuring optimum performance and continual improvement in all key performance areas. Manages the Guest Service Ambassador [GSA] team and weekend hotel staff and operations in the absence of the General Manager. Responsible for hiring, training, evaluating, scheduling, counseling, and terminating GSA team members. Customarily and regularly directs the work performed by the GSA team and weekend Associates. Resolves guest and Associate issues, and performs other duties as required to develop efficiency and profitability in all aspects of property management.

Accountable for the effortless and seamless movement of guests in and out of the hotel and providing exceptional levels of guest service through the guests’ stay.  Act as Manager on Duty on occasion and respond to emergency codes.

Guest Relations:

•    Meet with and solicit comments from guests regularly to determine guest satisfaction with services and facilities

•    Monitor guest feedback and take appropriate and timely action per company policy

•    Take steps to ensure the greatest satisfaction possible within budgetary constraints

•    Ensure the security needs of the guests, staff, and property are met

•    Ensure all team members know area attractions and services to accommodate guests’ needs

•    Able to correct guest issues in a timely matter to meet our guest’s expectations.

Operations

•    The Front Office Manager with be responsible for working various shifts on the front desk. 

•    The Front Office Manager is responsible for ensuring all front desk operations, are conducted according to policies and procedures and brand standards. 

•    Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.

•    Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.

•    Responsible for the Protection of Company assets as well as company and guest information

•    Upholds and Enforces Sandpiper Property Managements standards as well as Brand standards and policy compliance at the property level

•    Shares “Manager on Duty” responsibilities with the General Manager

•    Provides other relief, or back-up duties as needed at the hotel including front desk coverage, housekeeping, and other duties when needed to ensure optimum operation of the hotel

•    Actively reviews and monitors Social Media websites to ensure timely and appropriate responses

•    Ensures that clean rooms, guest, and Associate satisfaction are top priorities

Sales & Revenue:

•    Assists the GM in monitoring cash management and in-house balances

Personnel:

•    FOM must customarily and regularly direct the work of at least two or more other full-time employees or their equivalent; and

•    FOM must have the authority to hire or fire other employees, or the employee’s suggestions and recommendations as to the hiring, firing, advancement, promotion or any other change of status of other employees must be given particular weight.

Education:     •    High school diploma or equivalent, or General Education Degree (GED). Bachelor’s degree in Business Management, Economics, Marketing, or other business-related field preferred. 

Experience:     •    2 or more years of experience in a management or leadership role (hospitality, retail, food service preferred)

Knowledge:    •    General understanding of common office/front desk procedures

•    Basic business management practices 

Skills:    •    Must be able to read, write, and speak English proficiently

•    Intermediate computer operation including but not limited to accessing data from the internet

•    Effective communication with staff and guests

•    Effective conflict management

•    Effective negotiation and sales skills

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