Hotel Front Desk Manager

Under the direction of the Senior Hotel Operations Manager, the Hotel Front Desk Manager is responsible for directing and administering Front Desk operations in the Hotel's continuing effort to deliver Best in Class guest service and financial profitability through the managing of all daily Front Desk operations. The Hotel Front Desk Manager is responsible for upholding the highest of guest service standards, and consistently delivering results that contribute to the overall success of the Hotel. Responsibilities include consistently improving business revenues, improving business effectiveness and efficiencies, and improving the value of the Hotel’s products and services to its guests and clients. The Hotel Front Desk Manager takes on the leadership responsibility of guiding and mentoring Front Desk team members, and assisting with escalated Department and guest concerns. Areas of focus for the Hotel Front Desk Manager include Productivity, Customer and Client Relations, Professionalism, Revenue Management, Financial Management, People Management, Leadership, Quality Management, Communication, and Safety and Security.

Essential Duties & Responsibilities

1. Manages all Front Desk Department operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting. Enforces Front Desk cash handling, check cashing and credit policies as applicable. Monitors and assesses service and satisfaction trends, evaluates and addresses issues and makes improvements accordingly. Ensures compliance with property standards, including all health and safety regulations, policies and procedures.

2. Reviews daily department work and activity reports generated by Night Audit. Completes and/or assists in the completion of audit procedures, as needed. Oversees inventory of Front Desk products.

3. Recruits, interviews and trains team members. Monitors and develops team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and rewards. Schedules Front Desk team members.

4. Develops, implements and enforces policies and procedures. Creates meeting agendas and facilitates team meetings; ensuring team members are informed of upcoming events, VIP items, hotel and Casino products, services, facilities, events, pricing and policies, knowledge of the local area and events, and any other important information.

5. Meets and greets guests and responds to guest inquiries, requests and issues in a timely, friendly and efficient manner; partnering with the necessary departments to resolve guest concerns. Initiates and implements up-selling techniques to promote Casino and hotel services and other applicable facilities in order to maximize room occupancy and overall revenue.

6. Performs other duties as assigned to support efficient operation of Department.

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the enterprise’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education/Experience/Qualifications

• 2 years’ management experience in a Hospitality Front Desk/Guest Service department required.
• Experience in a luxury hotel and/or resort preferred.
• 4-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major preferred.
• Excellent technical skills to include MS Office, PMS system, Delphi and Oracle.
• Experience with department budgeting and forecasting, Cost of Sales, Direct Expenses, labor productivities.
• Strong communication and interpersonal skills.
• 4-years’ experience in the guest services, front desk, or related professional area required.
• Ability to multi-task in a high volume and fast-paced environment.
• Strong Knowledge of Forbes Travel Guide guidelines.
• Ability to handle computer systems (related to schedule, payroll, purchase, guest lists, guest activities reports etc.).
• High school diploma or GED required. Associate’s degree or higher preferred.

Certificates/Licenses/Registrations

• A qualified candidate/employee must have and maintain a valid driver’s license with an acceptable driving record as determined by the enterprise’s insurance carrier.
• At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.

San Manuel Band of Mission Indians and San Manuel Casino will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!