Manager Front Office

About the Role

The Manager Front Office is responsible for the daily functioning of the Front office operation departments, ensuring seamless service, guest satisfaction, and financial efficiency. This leadership role requires strategic planning, team management, and a commitment to delivering high-quality hospitality experiences.

Position Responsibilities

• Address and resolve escalated guest concerns effectively, promptly and professionally
• Monitor service standards, ensuring alignment with hotel policies and brand guidelines.
• Actively engage with guests to ensure exceptional service address complaints or feedback professionally.
• Conduct regular team meetings to communicate objectives, address challenges, and share updates.
• Foster a positive and collaborative workplace culture.
• Responsible for/assists with hiring, scheduling, training, and development, evaluating and coaching of employees.
• Prepare and monitor budgets for operational date to identify opportunities for improvement.
• Monitor hotel availability/forecasted and inventory of front desk supplies and equipment
• Assists Senior Hotel Operations Manager in achieving and/or exceeding financial, customer satisfaction & employee satisfaction goals.
• Evaluates and adjusts the amount of complimentary dollars issued in order to maintain customer profitability.
• Reviews daily comp reports generated from HMS for exceptions and variances.
• Responsible for maintaining accurate property information through daily use of intranet, email, and other forms of communication.
• Assist with developing, coordinating, monitoring, and managing recreational programs.
• Ability to act independently and make decisions according to company policies.
• Suggest changes in working conditions and use of equipment to increase efficiency.
• Monitor and notify proper management of all out of order recreational equipment.
• Responsible for the implementation and manages procedures for all customer transportation services, including but not limited to limousines, buses, helicopter, etc.
• This position issues comps but does not comp to the level which requires a casino key employee license in accordance with NJ Casino Control Act & Commission Regulations
• Other duties as defined by the upper management team

Essential Functions

• Exposure to casino related environmental factors including but not limited to secondhand smoke, excessive noise, and stress related to servicing customers in a high pressure and fast paced environment
• Must be able to work holidays and weekends, as well as flexible shifts and/or unusual hours
• Detail-oriented, with a proactive approach to operational challenges.
• Customer-focused mindset with a passion for delivering exceptional guest experiences.
• Professional demeanor and appearance.
• Must be able to lift/push/pull up to 50 pounds

Requirements

• College Degree with an emphasis on Hospitality Management or equivalent field is preferred
• A minimum of 5+ years of appropriate experience in Front Office Operations, with at least 2 years in a managerial role.
• Strong organizational, analytical, and problem-solving skills.
• Problem solving and conflict resolution expertise.
• Excellent communication and interpersonal abilities.
• Proficiency in hotel management software (HMS, SYNKROS) and Microsoft Office Suite.
• Ability to effectively communicate in English (Read, Write, Speak & Understand).

Benefits

• Free meal on shift

• Training & Development

• Health Care Plan (Medical, Dental & Vision)

• Retirement Plan (401k,)

• Life Insurance (Basic, Voluntary & AD&D)

• Paid Time Off

• Our cash compensation amount for this role is $61,500 -$80,000 annually. Final offer amounts are determined by multiple factors including experience and expertise and may vary from the amount listed above.