JOB SUMMARY: Responsible for supervising the day-to-day operations of the Front Services area. Ensures that excellent service is provided to guests in a prompt, friendly and courteous manner.

Must possess excellent oral, written and communication skills.  Must be able to get along well with co-workers and work as a team.  Must present the skills needed to resolve complaints from dissatisfied and upset guests.  PC literate with a minimum working knowledge of Microsoft Word and Excel preferred.  Must be able to work any day of the week and any shift.  Must present a well-groomed and professional appearance.

KEY JOB FUNCTIONS: Ensures consistent, high-quality service standards are maintained in the Front Services area.  Conducts bi-monthly departmental inspections.  Acts to correct any deficiencies in standards as identified during inspections.  Resolves customer complaints regarding front services and takes action to resolve complaint. Investigates issues pertaining to poor service and makes recommendations to improve service.  Communicates service standards to staff and trains staff to perform to standards.  Holds staff accountable for achieving standards. Provide technical training and support to Front Desk Clerks.  Responsible for all front desk auditing and night audit functions.  Performs other duties as requested by the Front Office Manager. Must be able to meet the attendance guidelines of the job and adhere to departmental and company policies.

Communicate with all departments by phone, email and in person. Answer in-coming calls.

EXPERIENCE/QUALIFICATIONS:  1-year experience, one to two years previous customer service experience preferred. 

PHYSICAL & MENTAL DEMANDS: Lift up to 20 lbs. Push and pull up to 20 lbs. Must be able to bend, stoop, twist, reach, and hear. Dexterity to utilize tools. Walk entire shift. Stand for long periods of time or entire shift. Walk up and down stairs. Type. Work in hot temperatures. Work in Secondhand smoke environment. Maneuver in confined spaces. Accurate Money/chip handling. Tolerate high noise areas. Tolerate bright lights Will have guest contact. Work flexible schedules. Understand, read, write and speak English. Sit for long periods of time