Front Office Manager

AGE REQUIREMENT: 21 years or older

Position Summary

 The Front Office Manager manages all aspects of the departments; Front Office/Valet/Call Center, this is including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures. The Front Office Manager provides leadership and support to all members of the Front Office, Valet, and Call Center, implements and enforces the Isleta Resort and Casino’s Standards of Excellence in all areas supervised. All while promoting and exhibiting World Class Guest Service to all the Isleta Resort and Casino employees and guests.

Isleta Resort and Casino Guest Service Agreement

All Team Members will display 100% commitment to World Class Guest Service through the delivery and maintenance of Guest Service Standards established by the Isleta Resort and Casino.

Essential Functions and Responsibilities: This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.

Departmental Leadership:

• Informs all Front Office/Valet/Call Center staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Checks accommodations, making sure any special requests are carried out accordingly greet guests upon arrival and ensure escort to accommodations if appropriate.
• Maintains a professional and high quality service oriented environment at all times.
• Undertakes full responsibility for managing operating expenses and purchasing for all departments
• Sets Front Office/Valet/Call Center Budget, monitors Profit & Loss and cash handling throughout the year.
• Supervises Upsell program at the Front Office and works as part of the Yield Management team to try and maximize revenue for the hotel.
• Acts as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
• Works closely with the Housekeeping Department to improve guest services and foster cross departmental communication.

Personnel & Administrative Tasks:

• Manages and monitors activities of all employees in the Front Office/Valet/Call Center departments making sure they adhere to the standards of excellence and to the guidelines set in Department SOP’s, hotel policies and procedures, coaching, training and correcting where needed.
• Undertakes full responsibility for Scheduling and Payroll of the department.
• Coordinates daily activities with hotel management team on a daily basis.
• Holds monthly department meetings keeping staff informed of all activities in the hotel, reinforcing Standards of Excellence and promoting a strong team atmosphere and culture.
• Always aware and able to enforce all fire-life-safety procedures.
• Remains current in all updates with regards to new procedures and training.
• Ensures staff is fully trained in emergency procedures.
• Occasionally performs other duties as assigned.

Accountability and Supervision:

Responsibilities include interviewing and hiring; planning, assigning and directing work; appraising performance; rewarding and disciplining; addressing complaints and resolving problems; provide feedback to management as to operating policies, procedures and suggestions on how to make the Hotel Department run more efficiently and cost-effectively.

Education and Experience

• High school diploma required.
• Minimum three (3) to five (5) years’ experience in similar position in same size or larger hotel Isleta Resort and Casino with two (2) years hotel managerial experience required.
• Previous Front Office experience in supervisory/management capacity in a luxury Resort and Casino required. Previous customer service and general computer experience required.
• Bachelor degree in hotel or business administration is preferred.
• Casino Hotel experience preferred.
• LMS knowledge preferred.
• Experience managing multiple departments preferred.

Special Requirements, Licenses, and Certification

• Must be able to acquire and maintain Key Gaming License issued through POIGRA.
• Must be able to successfully pass a pre-employment drug test and background investigation.
• Must be flexible with work schedule. Must be willing to work any days/hours as needed or required to meet business needs.
• Must maintain all Isleta Resort and Casino-wide educational and certification requirements.
• Knowledge, Skills, and Abilities
• Must have a passion to anticipate and exceed our guests’ needs with an insatiable desire to attain the highest levels of quality guest experiences directed towards the identified personal preferences of each and every guest.
• Must possess moderate computer skills and be able to operate Microsoft applications and software.
• Must be able to work independently and within a team
• Excellent verbal and written English communication skills required; second language a plus
• Must have a passion to anticipate and exceed our guests’ needs with an insatiable desire to attain the highest levels of quality guest experiences directed towards the identified personal preferences of each and every guest.
• Must be able to maintain strong leadership qualities, sound judgment, and superior decision-making and problem-solving skills
• Must be able to perform a myriad of duties with extreme care and attention to detail, and display a willingness to get involved
• Must be able to function as a line level employee as needed
• Excellent verbal and written English communication skills required; second language a plus
• Excellent communication and phone skills, ability to perform basic math, ability to establish and implement new policies and procedures, skill in preparing and maintaining records, writing correspondence, ability to maintain confidentiality of sensitive information establish/maintain effective working relationships with staff and management
• Work in a fast-paced, busy, and somewhat stressful environment, maintain physical stamina and proper mental attitude and ability to deal effectively with guests, management, employees, and outside contacts while working under pressure and meeting deadlines

Physical Demands and Work Environment

• Must be able to lift, move, and place 25 pounds.
• Must be able to sit, stand, and/or walk for extended periods of time

Working Conditions:

Work is generally performed in, both, a Casino setting with exposure to second-hand smoke and a high noise level, exposure to various lights and sounds and a high paced office setting; possibility of working outdoors in extreme weather conditions such as high levels of heat, cold, winds, rain, hail, and snow. Occasionally may be required to interact with hostile and/or angry guests.  

Disclaimer

This job description is intended to provide an overview of the requirements of the position. It is not necessarily all-inclusive and the job may require other essential and/or non-essential functions, tasks, duties, or responsibilities not listed herein. Management reserves the right to add, modify, or exclude any essential or non-essential requirement at any time with or without notice. Nothing in this job description, or by the completion of any requirement of the job by the employee, is intended to create a contract of employment of any type.

Native American Preference Policy

Isleta Resort and Casino will at all times and for the positions give hiring, transfers, and promotional preferences to qualified Native American applicants in the following order: 1. Enrolled Pueblo of Isleta Tribal Member; 2. Enrolled pueblo of Isleta Descendants; and 3. Registered Native American from a federally recognized tribe.