SUMMARY: The Assistant Hotel Manager is responsible for the day to day direction of Front Desk and Guest Services staff in compliance with company procedures to obtain the highest quality of service to guests with maximum operating results. Orchestrate and expedite the registration and check out process at the front desk.  Oversee the daily operation of the front desk during his/her shift. Resolve all guest complaints, in a positive friendly manner.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Manage the daily operations of the Front Desk and Guest Services for assigned shift. Handle and resolve all guest complaints and concerns with tact and professionalism, promoting a high quality of customer service. Maintain, enforce and suggest enhancements of existing policies and procedures. Maintain the appearance, organization, functionality and cleanliness of all front desk and guest areas Coordinate all Front Desk job activities as assigned by the Front Desk Manager or Director of Hotel Operations. Counsel, develop and discipline employees as necessary. Monitor and adjust daily scheduling of Front Desk and Guest Service Staff while monitoring payroll costs. Provide ongoing training and support to Front Desk Agents. Perform duties of Front Desk and Guest Services as required. Maintain awareness of, and effectively communicate property-wide/company promotions, events and programs.  Keep employees and guests informed of any changes as they occur.  Comply with all Internal Controls, Company, departmental, and safety policies, procedures, and regulations. Utilize proper conduct of professionalism and customer service in compliance with company and/or departmental standards. May be required to perform duties outside of their normal job description where, in the Company's judgment, it is necessary in the interest of efficiency, productivity or improved service. Must be available for scheduled work. Must exhibit the Family Style Service model at all times.

 

SUPERVISORY RESPONSIBILITIES 

Responsible for the daily direction, coordination and evaluation of the Front Desk staff. Responsibilities include planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

All Employees must be knowledgeable to all Company policies and procedures, including fire and safety regulations.

 

EDUCATION and/or EXPERIENCE

High school diploma or equivalent required. One year related experience in a hotel/casino environment, and/or training; or equivalent combination of education and experience. 

 

CERTIFICATES, LICENSES, REGISTRATIONS 

Must possess and be able to maintain the applicable regional Gaming card(s) and/or License(s), if any. 

 

LANGUAGE SKILLS

Must be able to effectively communicate in English. 

 

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.