Function (Scope and Main Purpose of Job)

The Front Office Manager is responsible for supervising and administering the operation of the Front Office Department.

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 each guest with FRIENDLY welcomes, making eye contact and smiling. Use H.E.A.R.T. steps to ease guest 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

Specific Responsibilities and Duties

Responsible for the supervision and performance of Assistant Front Desk Office Managers, Guest Service Agents, Rooms Control Agents, Night Auditors, Bell Persons, and Shuttle Driver Develop and manage the budget for the Front Office. Ensure the safety and security of employees and customers.  Manages programs and processes to control and reduce loss time injuries. Maintain highest occupancy level working closely with sales regarding group bookings and convention sales. Achieve measurable goals to insure 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 Director of Hotel Operations. Monitor and adjust performance to local and national competition. Meet with departmental directors and managers as necessary. Other duties as assigned.

Job Requirements (skills, knowledge, and abilities)  

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.

Educational Requirements

Education: High School education or equivalent Experience: Five (5) to seven (7) 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. Gaming License: Must be able to obtain and maintain appropriate gaming license as mandated by the Maryland Lottery & Gaming Control Agency.

Physical Requirements 

Lifting up to 50lbs Pushing/Pull up to 100lbs Carry up to 50lbs Some Bending / kneeling Frequent Walking Frequent Standing Some Sitting Climbing steps

Working Conditions

24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises. You will work in an environment where smoking is allowed. Apply Now Save this job share this job: Email Facebook Tweet LinkedIn