Assistant Front Office Manager -Live! Hotel (Overnight)
Description Maintain a clean, safe, fast, friendly and fun environment for all guests, team members and company assets. The focus shall always be on ensuring a safe and comfortable environment, while maintaining a positive can-do attitude with an emphasis on the highest level of guest service for both external and internal guests to Maryland Live! Casino. CORE SERVICE STANDARDS CLEAN - Must make the property shine and look impeccable while maintaining a neat, CLEAN and crisp personal appearance. SAFE - Must make guests feel SAFE and comfortable through creating a worry-free, carefree experience. FAST - Provide FAST and efficient service with accuracy. Meet service time requirements and anticipate guest needs. FRIENDLY - Greet guest with FRIENDLY welcomes, making eye contact and smiling. Use HEART Steps to ease guests concerns. Say thank you to departing guests. FUN - Work passionately as a team to create a FUN experience both for everyone who works and plays here. FUNCTION The Assistant Front Office Manager is responsible for supervising and administering the operation of the Front Office Department. SPECIFIC DUTIES AND RESPONSIBILITIES Responsible to the Front Office Manager for successful performance of assigned duties. Responsible for the supervision and performance of Guest Service Agents, Rooms Control Agents, Night Auditors, Bell Persons, and Shuttle Drivers. Oversee the daily operation of services for the hotel room operations and the execution of deposits & billing. Address all guest service needs and resolve any service related problems or issues. Assist front office staff in understanding guests' ever changing needs and expectations. Knowledge of guests' needs assessments and quality standards for service. Order supplies to ensure proper par levels. Monitor team performance on an ongoing basis. Establish and maintain effective channels of communication with team members. Perform all administrative duties as necessary including attendance records & coaching and counseling. Address and follow through with all departmental maintenance and equipment needs. Assist in managing the budget for the Front Office. Ensure the safety and security of employees and customers. Maintain highest occupancy level working closely with sales and revenue management regarding group bookings and occupancy and rating related trends. Achieve measurable goals to ensure highest level of guest service/satisfaction. Review staffing levels to maintain budgeted levels employment. Delegate authorized and assigned responsibilities. Participate in the hiring process of Front Office staff to ensure best selection. Review rooms activities and promotional status with Hotel leadership. Meet with departmental directors and managers as necessary. Other duties as assigned. You will work in an environment where smoking is allowed. You will be exposed to alcohol, smoke, bright lights, and noise. You will need to walk up and down stairs to the Casino floor. You will work in 24/7 high energy casinos with over 300,000 square feet of gaming, hotel and entertainment space. Minimum Requirements MENTAL AND PHYSICAL REQUIREMENTS Lifting up to 50lbs Pushing/Pull up to 50lbs Carry up to 50lbs Some Bending / kneeling Frequent Walking Frequent Standing Some Sitting Climbing steps Able to read and interpret instructions and direction for guests Able to communicate without impediment with guests and staff in all areas relating to guest service. JOB QUALIFICATIONS Education: High School education or equivalent Experience: Three to five years of experience in a high volume hotel, front office, reservations or room division management with a 4 year degree in a related field or equivalent work experience. Skills and Abilities: Ability to analyze and interpret departmental needs and results. Knowledge of front office and reservation procedures and Innkeepers Laws. Ability to solve complex problems. Ability to perform assigned duties under frequent time pressures. Broad variety of tasks and deadlines requires an irregular work schedule. Ability to perform assigned duties in an interruptive environment. No. of employees supervised: Guest Service Agents, Rooms Control Agents, Night Auditors, Bell Persons and Shuttle Drivers. Travel required: None. Hours required: Scheduled days and times may vary based on need. Gaming License: Must be able to obtain and maintain appropriate gaming license as mandated by the Maryland Lottery & Gaming Control Agency. * Must be able to work overnight shift: 11:00pm - 7:00am \"