Assistant Front Office Manager

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Full Time Santa Ana Pueblo, NM, US

Assisting the Front Office Manager for the successful overall coordination and direction of all activities related to the Front Office daily operations while providing high level of focus on guest satisfaction. Responsible of monitoring the Call Center along with Pool, Business Center and Fitness Center daily while ensuring smooth and efficient operations and in accordance with the Company’s policies.

Expectations of Leadership:

• Actively support, demonstrate, and promote the company’s core values.
• Be approachable and engaging with fellow team members
• Always treat individuals with dignity and respect regardless of job position.
• Demonstrate maturity through exhibiting excellent listening skills.
• Make educating, inspiring, and motivating your team central to your mission.

Major Responsibilities/

Activities:

• Provides direction and oversees the daily operation of all Front and Back of house activities.
• Assists the Front Office Manager in establishing and enforcing policies and procedures, service and quality standards.
• Provides support to the Front Office Manager in all areas of the Hotel Front Office operation, such as staff training, coaching , counseling and also enforces to the Casino Hotels standard policies and procedures.
• Acts as the Manager on Duty for the Hotel and manages all Front Office operations in the absence of the Front Office Manager.
• Provides support and training to Front Office Shift Managers, Front Office Agents, Night Auditor and Call Center to ensure all processes, policies and procedures are adhered to.
• Proactively implements daily operational plans that corresponds to the overall vision and strategy.
• Assists the Front Office Manager in controlling departmental budget, labor and expenses along with decision-making processes in regards to revenue management and operational strategies.
• Participates in preparation of weekly, monthly and quarterly occupancy and revenue forecasts and attend weekly Strategy meetings in the absence of the Front Office Manager.
• Monitors the Property Management System (PMS) in order to track daily arrivals, departures, occupancy along with room status and balances.
• Works closely with the Casino Hosts team to ensure requests are completed in a timely manner.
• Provides assistance to the Hotel Sales department with group bookings, arrivals and departures along with special requests.
• Communicates with other departments within the Casino Hotel mainly including Hotel Housekeeping, Maintenance and Security.
• Participates and collaborates with the Front Office Manager and Director of Hotel Operations in deploying inventory restrictions and pricing strategies designed to optimize revenue and occupancy while anticipating daily sell out.
• Reviews and responds to all guest feedback platforms including online reviews and internal surveys.
• Handles guest complaints, disputes, and conflicts while emphasizing in guest satisfaction.
• Collaborates with the Front Office Manager in ensuring all Team Members, including new hires know all components of guest services and are trained to meet standards.
• Participates in the development of team member evaluations along with implementation of team member coaching and disciplinary action notice.
• Assisting the Front Office Manager with weekly schedule along with monitoring daily Payroll.
• Perform other duties as assigned.
• Preference is given to qualified Santa Ana Tribal Members.
• Four-year college degree in hospitality or related field required. May substitute experience on a year for year basis.
• Strong…