The Front Office Manager is responsible for overseeing the front offices/front desk operations and staff and reservation operations and associated staff. This includes guest service and guest satisfaction, revenue and yield management of rates and room inventory, management of all front desk and reservations associates, budgeting, cost controls and labor, safety and security of both areas including cash control and inventories, and all other related administrative functions with regard to the front offices and reservations.
Requires mornings, afternoons, and evenings. Monday through Sunday.
Request to be scheduled off for a specific day requires advance notification and approval.
Essential Duties and Responsibilities
Generate maximum performance of the Guest Service and Reservations departments. This includes responsibility for the generation of room revenue, effective departmental cost controls, proper yielding strategies, guest service scores, safety, and security, etc.
Maintain proper rooms inventory control, ensuring maximum yield results: Inventory control, setting restrictions appropriately, monitoring booking pace, setting proper oversell, managing third-party selling and rate parity, negotiating to keep business as necessary, etc.
Direct oversight of the Reservations process, including: Group reservations and blocking, managing cut-offs and holds in relation to overall hotel yield strategy, group billing and reconciling, group rebates, and working with the groups sales manager to accommodate groups, run displacements, maximize room revenue, etc.
Assists GM in maintaining payroll and all other related expense margins within the budgeted parameters for managed departments.
Monitor and approve all Travel Agent Commissions and 3rd party commissions, payments, charges, etc.
Respond to all credit card inquiries and charge backs.
Supervise and assist the front desk staff in rendering high quality guest service that meets or exceeds all standards.
Safety and security of front offices, reservations, and all related.
Responds to guest concerns and maintains positive guest relations at all times.
Responsible for interviewing, hiring, training and ongoing performance and analysis of all related associates.
Assures current and accurate accounting of all funds, including cash drawer, bank deposit and change, checks, accounts receivable, advance deposits, credit cards, petty cash, city ledger and guest ledger.
Provides input and ideas on the operation of the Front Office and reservations and takes part takes part in training initiatives and skill development to provide feedback to management and improve the overall operation of the department. Actively participates in all training initiatives, skill building opportunities and property programs for development, whenever possible.
Complies with and enforces in the department, all company standards and codes of conduct as defined by The Company, and Associate Handbook.
Gathers and values input and ideas from associates on the Housekeeping operation-creates a positive team atmosphere where all associates feel like an integral member of the team.
Must take initiative and be open to the recommendations of the Executive Team regarding improvements needed, department related trends, training initiatives and skill development.
Represents the Front Offices and Reservations Departments on the Executive Team. Participates fully in weekly team meetings, brings issues and action items to discuss, actively takes part in planning and execution of Property goals for managed areas.
Position specific requirements and knowledge:
Proficiency in general accounting and office procedures.
Experience with POS or PMS system preferred.
Excellent customer service, phone etiquette and multi-tasking abilities.
Must take initiative, can handle fast-paced environment alone and with accuracy and efficiency while maintaining excellent guest service.
Experience in yield management and reservations, ability to perform yielding tasks.
Performance is measured by exceeding goals set forth by company quality of Guest Services and front offices of the property. This includes guest feedback and guest service scores, meeting and exceeding property revenue and rate goals, P&L performance for the department, and the overall performance of the Front Offices and Reservations department in relationship to the entire property performance goals.
Physical, Schedule and Work Requirements:
Availability to work on all shifts, during the normal operating hours of the hotel. Ability to work with minimal requests for extended periods of time off during peak periods. Salaried managers in this position normally work a minimum of 45-50 hours or more as business demands it.
This position requires work on all shifts as necessary, including weekends, holidays, and as an on-call manager as needed.
Signatory Authority: General Manager
Qualified applicants should submit an employment application and or resume to Lucky Star Casino Human Resources or to the Tribes’ Employment and Training Administration, P.O. Box 67, Concho, OK 73022.
Current Lucky Star Casino employees who are interested should submit a resume to Human Resources.