Supervise Front Desk Clerks, Rooms Controllers, Concierge, Reservations, PBX and
Arcade. Handles scheduling, payroll, variances, Team Member files, up sell program,
rate/inventory management and guest/associate relations.
• Processes non-guaranteed, casino and other general reservations to ensure hotel
occupancy is maximized.
• Attend meetings and give shift briefings daily.
• Ensure manager’s bank is counted and bank out procedures are followed.
• Monitor reservations and ensure billing is set up correctly and guests are processed
in a timely manner.
• Ensures all associates are logged in answering the phone with in 3 rings, and
abandonment rate is kept at 3% or lower.
• Set the example and tone for the office with a friendly, courteous, and professional
manner while utilizing IP direction skills.
• Ensure staff keeps standards high and maintain IP policy and procedures.
• Constant knowledge and use of the following systems: hotel, player system and
flight system.
• Constant knowledge of airport policies and procedures.
• Constantly coach, train and counsel associates on policy and procedures and
update associate files.
• Constantly creates and ensures a fun-filled and exciting environment where the
flawless delivery and execution of service excellence is paramount.
• Constantly demonstrates a positive and enthusiastic demeanor to guests,
• Constantly ensure staff adheres to all company policies and procedures.
• Constantly ensures Signature steps are being followed.
• Constantly maintain a good working relationship with the entire casino and hotel
staff.
• Constantly maintains knowledge of Hotel, Community and Special Events to provide
guests with superior service.
• Constantly oversees entire Hotel Front Office (Front desk clerks, concierge, room’s
controller, PBX, reservations and arcade).
• Constantly review office budget, supplies and financial statements.
• Constantly train and empower all staff to service guest’s problems/complaints and
ensure they are resolved in a prompt, courteous and efficient manner.
• Frequently assist management to develop and maintain budget reports, evaluate
monthly progress of the air office in relation to budgets and make changes as
necessary.
• Frequently communicate needs of guests to front desk, transportation, room
service, special events, hosts and credit department as needed.
• Frequently enrolls group data into computer.
• Frequently handles invoices, check requests and contracts.
• Occasionally assists in the assembly and distribution of envelopes for guests.
• Occasionally monitor rates and inventory to ensure hotel is being properly yielded to
maximize occupancy, rate and ensure the casino has rooms for their players