Front Desk Manager

Job Summary:

The Front Desk Manager is responsible for the success of the Front Desk, Night Audit and provides assistance with Player Development, Group Sales and Revenue Management. Provides guidance, leadership and ensures guest satisfaction and quality standards are met to achieve a friendly atmosphere of superior guest service, product quality and safety.

Supervisory Responsibilities:

•  Yes. Will Manage Front Desk Supervisors and Hotel Ops Supervisors. 

Duties/Responsibilities:

• Delivers outstanding guest service and financial performance.


• Delegates authority and assigns responsibility to all Team Members; supervises work activities of all Team Members. Observes performance and encourages improvement.


• Understands Team Member positions well enough to perform duties in Team Member’s absence.


• Acts as manager on duty for the hotel and manages all front office operations.


• Works with the Director Hotel Operations and Sales team to generate new business ideas to increase sales, set up rate codes and input rooming lists.


• Communicates effectively both verbally and in writing to provide clear direction to staff.


• Ensures staff receive proper training for each position, including safety training and standard operating procedures.


• Checks the appearance of all employees to ensure compliance with standards of appearance.


• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.


• Demonstrates and maintains personal proficiency in hotel and revenue management systems.


• Analyzes data and compiles reports on expenditures, wages, labor, supplies etc. in relation to hotel financial forecasts and budget.


• Monitors cost controls for each department on a regular basis.


• Audits daily reports and processes monthly reports.


• Assists in inspecting guests' rooms, public access areas, and outside grounds for cleanliness and appearance.


• Complies with quality assurance expectations, standards and hotel rating guidelines.


• Answers guests’ complaints and resolves problems to maintain Guest Satisfaction.


• Maintains a positive, cooperative work environment between staff and management.


• Establishes and maintains adequate supplies for efficient operation of the department.


• Assists in all functions of the guest arrivals and departures. In the event of dissatisfaction, negotiates compromise, which may include authorizing revenue allowances.


• Administers guest payment policies and looks for errors from the shifts.


• Assists and monitors all incoming calls for both Rivers Casino and The Landing Hotel.


• Promptly answers the telephone using a positive and clear voice. Inputs messages into the computer. Retrieves messages and communicates the content to the guest.


• Monitors reservations and supervises same day selling procedures to maximize room revenue and control property occupancy.


• Retrieves mail, small packages, and facsimiles for guests as requested.


• Monitors and assists in the flow of traffic entering and exiting both Rivers Casino and The Landing Hotel.


• Works with Risk Management on guest claims and adjustments.


• Ensures all guest luggage is in the guests’ rooms in a timely manner and/ or checked/stored until room is available.


• Works with the Executive Housekeeper on high volume days to ensure smooth check in/out procedures.


• Remains professional, calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for other Team Members.


• Makes decisions and acts based on previous experience and good judgment, sometimes revising approaches to accommodate unusual situations.


• Authorizes revenue allowances to remedy problems only after other alternative solutions have been offered.


• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.


• Complimentary privileges within prescribed limits in accordance with the approved Comp Matrix.


• Performs any other job related duties as assigned.

Minimum Education and Experience Requirements:

• High School Diploma or Equivalent required, College Degree preferred. 


• A minimum of 5 years of relevant experience as a hotel operations leader or hospitality leader.

Knowledge, Skills, and Abilities:

• Demonstrates and maintains proficiency in hotel and revenue management systems.


• Strong desire to take accountability and have their performance measured on contribution to business results.


• Business intelligence, stays current and understands how what happens in the world affects us, our marketplace and our competition.


• Must possess outstanding interpersonal communication skills (verbal and written) to effectively interface with guests and Team Members.


• Must be able to remain professional and tolerate stress related to servicing public guests in a high pressure and fast-paced environment.


• Must possess strong leadership, prioritization, and planning skills, demonstrating the ability to handle and prioritize multiple tasks.


• Must maintain a thorough knowledge and understanding of PMS, CRM, Player tracking, analysis, financial tracking, regulatory systems, state regulations and company policies.


• Must have experience resolving problems decisively and timely, and adapting to changes as well as experience determining when senior leadership assistance is necessary for problem solving.


• Must be able to learn and retain knowledge of computer systems and software (including, but not limited to Microsoft Office, Google Suite, PMS, player tracking/ casino management software, Financial Data), procedures and regulatory requirements.


• Must be able to constantly and accurately communicate effectively and politely in spoken English with Team Members and guests to answer questions, provide information and check for guest satisfaction or Team Member understanding.


• Must be able to utilize a point of sale system, handle cash and other financial transactions quickly and accurately.


• Must be able to successfully fulfill the pre-employment process.


• Must be able to work flexible shifts and days, including weekends, holidays and special events/promotions.

Certifications, Licenses, and/or Registrations:

• Gaming license/registration as required by jurisdiction(s).

Physical Requirements:

• Must be able to be constantly exposed to environmental factors, including, but not limited to second hand smoke and excessive noise.


• Must be able to traverse from area to area within the operating areas to respond to and assist other Team Members.


• Must be able to frequently bend at the waist, bend at the knees, reach, push/pull up to 25lbs, twist at the waist and shoulders, and have finger/hand dexterity to maneuver on computer keyboard, office machinery and other tools.


• Must be able to lift and/or move objects up to 50 lbs.


• Ability to work in an environment with moderate to loud noise, bright lights, smoke, and dust