Front Desk Manager

A FULL HOUSE OF TOTAL REWARDS

• Competitive Pay: Starting salary range of $85,620 - $94,182/year, depending on experience, with opportunities for annual performance-based increases. The role offers a potential career earning trajectory reaching up to $123,294/year over time.
• Full Coverage: 100% employer-paid medical, dental, vision, and prescription coverage, plus competitive family rates starting after 60 days, with additional benefits such as 401(k), employer-paid life insurance, and long-term disability.
• Generous PTO: Accrue 21 days of PTO in your first year, growing to 33 days after five (5) years, with an option to cash out twice annually.
• Everyday Perks: Free meals, parking, paid breaks, 40c/gallon gas discount, and exciting giveaways like concert and sports tickets.
• Growth & Support: Access to tuition reimbursement, certification programs, and Employee Assistance Program.

PURPOSE

In this pivotal position, you will guide our guests through a seamless journey, enhancing every interaction with meticulous attention to detail and personalized care. Your expertise in managing both people and processes ensures that our front desk operations exemplify excellence in hospitality. The Front Desk Manager takes on the leadership responsibility of guiding and mentoring Front Desk Team Members and assisting with escalated department and guest concerns.

SUPERVISORY SCOPE

• Front Desk Supervisor

ESSENTIAL DUTIES / RESPONSIBILITIES

• Operational Leadership: Manages all front desk activities, including guest registration and check-out, room inventory management, and service standards and initiatives. Develop and enforce standard operating procedures to maintain high operational standards and efficiency.
• Administrative Oversight: Handle scheduling, administrative tasks including management and ordering of front desk supplies, and oversee audit procedures, ensuring compliance and accuracy in all transactions.
• Team Development: Recruit and interview, train, and evaluate Front Desk Team Members. Create developmental plans and conduct regular performance reviews. Foster a culture of recognition and professional growth.
• Guest Engagement: Actively engage with guests to resolve inquiries and issues promptly. Ensure guest interactions are handled with empathy and efficiency, maintaining the highest level of service.
• Financial Acumen: Collaborate closely with the accounting department to manage financial discrepancies such as returned checks and rejected credit cards. Maximize room revenue through effective rate management and up-selling techniques.
• Strategic Communication: Organize and facilitate team meetings, preparing agendas that align with hotel operations. Communicate essential information regarding upcoming events, VIP guests, and operational updates to ensure team preparedness.
• Compliance and Coordination: Ensures compliance with property standards, including all health and safety regulations, policies, and procedures. Coordinate with the Director of Hotel Operations to continuously improve service standards and guest satisfaction.
• Other duties as assigned.

Education and Experience:

• Bachelor’s Degree in Hospitality Management, Business Administration, or related field. An additional two (2) years of applicable experience may be considered in lieu of education.
• Four (4) years of experience in a guest-facing guest services or front desk role in a comparable property.
• Two (2) years of experience leading others in a Hospitality Front Desk or Guest Service function.

Skills and Abilities:

• Leadership: Strong leadership skills to effectively manage and motivate team members.
• Attention to Detail: Excellent attention to detail with a strong focus on compliance and transaction accuracy.
• Organizational Skills: Strong planning and organizational skills to manage a variety of tasks efficiently.
• Problem Solving: Ability to quickly solve issues related to guest service or team management. Must be able to multi-task in a high volume and fast-paced environment.
• Communication: Excellent verbal and written skills for effective team and guest interactions.
• Financial Acumen: Knowledge of budgeting, forecasting, cost of sales, direct expenses, and labor productivity.
• Technical Proficiency: Skilled in Microsoft Suite, reservations systems, and other sustems related to scheduling, payroll, and purchasing.
• Training: Capable of developing and conducting staff training programs.
• Customer Service: Focused on guest satisfaction with excellent service skills.
• Efficiency: Implements processes to enhance operational productivity.

PREFERRED

Education and Experience:

• Experience working in an integrated Casino Hotel and/or a Forbes or AAA rated property.

Snoqualmie Casino & Hotel exercises Snoqualmie Tribal Member/Native American preference in hiring, in compliance with the Snoqualmie Tribal Employment Rights Ordinance (TERO). You must obtain and maintain a Gaming License from the Snoqualmie Gaming Commission. Pre-employment drug testing is required for all positions. The use of marijuana will not disqualify an applicant for positions in any department other than Transportation (Valet, Driver I). DOT panel testing is required for the Driver position.