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:
  • ☒ No Driving Responsibilities: Role does not require a driver’s license or insurance.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled office setting.
• Work requires travel to attend meetings, trade shows, and conferences.
• Incumbents may be required to work evening, weekend and holiday shifts.
• Must be able to work in a fast-paced, high-demand environment.
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
• Sedentary work: involves sitting most of the time. Constantly operates a computer and other
• office productivity machinery, such as a calculator, copy machine, and computer printer.
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• The employee may be exposed to fumes or airborne particles including secondhand smoke.

 Reasonable accommodation will be made in compliance with all 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!