Under the direction of the Senior Manager Hotel Operations, the Manager Hotel Front Desk is responsible for directing and administering Front Desk operations in the Hotel's continuing effort to deliver Best-in-Class guest service and financial profitability through the managing of all daily Front Desk operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Manages all Front Desk Department operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting. Enforces Front Desk cash handling, check cashing and credit policies as applicable. Monitors and assesses service and satisfaction trends, evaluates and addresses issues and makes improvements accordingly.  Ensures compliance with property standards, including all health and safety regulations, policies and procedures.2. Reviews daily department work and activity reports generated by Night Audit.  Completes and/or assists in the completion of audit procedures, as needed.3. Develops, implements and enforces policies and procedures.  Creates meeting agendas and facilitates team meetings; ensuring team members are informed of upcoming events, VIP items, hotel and Casino products, services, facilities, events, pricing and policies, knowledge of the local area and events, and any other important information. Schedules Front Desk team members.4. Meets and greets guests and responds to guest inquiries, requests and issues in a timely, friendly and efficient manner; partnering with the necessary departments to resolve guest concerns.  Initiates and implements up-selling techniques to promote Casino and hotel services and other applicable facilities in order to maximize room occupancy and overall revenue.5. Performs other duties as assigned to support the efficient operation of the department.

SUPERVISORY RESPONSIBILITIES

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.   Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

•    Bachelor’s degree required, Degree in hospitality, business administration or related field preferred.•   Minimum three (3)-years’ experience in the guest services, front desk, or related professional area required.•    Minimum three (3) years’ Supervisory experience in a Hospitality Front Desk/Guest Service department required. •    Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.•    Experience in a luxury hotel and/or resort preferred.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

•    Ability to handle computer systems (related to schedule, payroll, purchase, guest lists, guest activities reports etc.).•    Ability to multi-task in a high volume and fast-paced environment.•    Strong communication and interpersonal skills.•    Strong Knowledge of Forbes Travel Guide guidelines. •    Excellent technical skills to include MS Office, PMS system, Delphi and Oracle.•    Experience with department budgeting and forecasting, Cost of Sales, Direct Expenses, labor productivities.

REQUIRED LICENSES, CERTIFICATIONS AND REGISTRATIONS

At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.•    Select One of the Following: 

☐ Authorized Driver: Role requires operation or driving of Tribe-owned vehicles or driving patron vehicles. A valid driver’s license with an acceptable driving record as determined by the insurance carrier is required.  ☐ Driving Responsibilities: Role requires regular commuting between locations. A valid driver's license and vehicle insurance with minimum liability limits is required. Role will not operate or drive Tribe-owned vehicles or patron vehicles. ☒ No Driving Responsibilities: Role does not require a driver’s license or insurance.

San Manuel will make reasonable accommodations in compliance with applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!

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