GENERAL SUMMARY

Plans, manages, and coordinates the daily operations of the Front Office departments including the Front Desk and Bell Services. The duties include scheduling, payroll, team member relations, purchasing, and accommodating of all guest requests. Responsible for formulation of budget, cost controls, obtaining financial goals, and execution of capital budget plans.

CORE SCOPE OF POSITION

• Plans, manages, and coordinates the daily operations of the Front Desk and Bell Services including training, performance review, and disciplining of staff. Ensures the organization objectives align with business plan and values.
• Monitors workflow to ensure safe practices, work quality and accuracy; ensures compliance to applicable rules and regulations, polices and standard operating procedures.
• Develops and conducts monthly departmental training and related education programs. Ensures that all staff is trained in all departmental procedures, rules, regulations and standards. 
• Trains staff on proper revenue management procedure, including successful selling techniques, current specials and/or promotions, and rate structure.
• Strives to be innovative in new programs designed to eliminate waste and increase productivity.
• Manages finances of the department, including budget and cost control. Maximizes revenue through cost control and proper front desk techniques.
• Analyzes data and compiles reports on expenditures, wages, and labor that are relative to hotel financial forecasts and budget.
• Yields room rates, room availability status, room blockage and special requests daily by working closely with the reservation and sales teams.
• Performs clerical duties such as credit card reversals, bank deposits, accounts receivable, and room listings.
• Maintains required records, gathers statistics, and prepares reports as required.
• Investigates and resolves complaints in a timely manner.
• Monitors guest service and staff performance by soliciting guests’ feedback through direct interaction and comment cards. 
• Promotes and maintains the highest level of guest service.
• Ensures guest service issues are resolved prior to guests leaving the property.
• Effectively maintains communications between sales and housekeeping teams.
• Ensures staff is aware of marketing promotions, and changes related to the hotel policies and procedures.
• Designs, plans, and coordinates special projects to improve and enhance guest service program. 
  
• Ensures that a clean, safe, hazard-free work environment is maintained. 
• Adheres to all company and department policies, procedures, and standard operating guidelines.
• Performs other duties as assigned.

STYLE SERVICE COMMITTMENT 

All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of --- these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

LEADERSHIP

• Is a role model of the Viejas’s service culture.
• Leads by example and creates strong morale and engagement in his/her team.
• Communicates company and departmental goals and fosters open communication across the department.
• Fosters a culture of accountability, providing regular feedback to team members, including celebrating successes and addressing areas needing improvement.
• Manages conflict effectively; listens and assesses situations; takes action to resolve.

INTERACTION

• Interacts with internal and external guests.
• Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or guests.

SUPERVISION

• Manages through shift managers with responsibility for results, including costs, methods and staffing.

Required Skills

KNOWLEDGE AND SKILLS

• Excellent verbal, written, and interpersonal communication skills.
• Superior guest service and hospitality skills.
• Detail-oriented, organized, self-motivated, and values teamwork.
• Working knowledge of Microsoft Office, Word, and Excel.
• Demonstrated knowledge of budgeting and inventory control.
• Able to learn Property Management System (PMS).
• Ability to resolve problems efficiently and effectively.
• Ability to work with diverse personalities and environment.
• Ability to multi-task and work in a fast-paced, deadline-oriented environment.
• Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.

Required Experience

EDUCATION/CERTIFICATION

• High school diploma or general education degree (GED).
• Associate’s degree in hotel or hospitality industry preferred.

EXPERIENCE

• 5 to 7 years of related experience and/or training.
• Management/leadership experience required.
• Experience working with unions preferred.