Function (Scope and Main Purpose of Job)

The Front Office Manager is responsible for supervising and administering the operation of the Front Office Department.

Core Service Standards

• Clean: Must make the property shine and look impeccable while maintaining a neat CLEAN and crisp personal appearance
• Safe: Must make guests feel SAFE and comfortable through creating a worry free, carefree experience.
• Fast: Provide FAST and efficient service with accuracy. Meet service time requirements and anticipate guest needs.
• Friendly: Greet each guest with FRIENDLY welcomes, making eye contact and smiling. Use H.E.A.R.T. steps to ease guest concerns. Say thank you to departing guests.
• Fun: Work passionately as a team to create a FUN experience both for everyone who works and plays here

Specific Responsibilities and Duties

• Responsible for the supervision and performance of Assistant Front Desk Office Managers, Guest Service Agents, Rooms Control Agents, Night Auditors, Bell Persons, and Shuttle Driver
• Develop and manage the budget for the Front Office.
• Ensure the safety and security of employees and customers.  Manages programs and processes to control and reduce loss time injuries.
• Maintain highest occupancy level working closely with sales regarding group bookings and convention sales. Achieve measurable goals to insure highest level of guest service/satisfaction.
• Review staffing levels to maintain budgeted levels employment.  Delegate authorized and assigned responsibilities.
• Participate in the hiring process of Front Office staff to ensure best selection
• Review rooms activities and promotional status with Director of Hotel Operations.
• Monitor and adjust performance to local and national competition.
• Meet with departmental directors and managers as necessary.
• Other duties as assigned.

Job Requirements (skills, knowledge, and abilities)  

• Able to read and interpret instructions and direction for guests
• Able to communicate without impediment with guests and staff in all areas relating to guest service.

Educational Requirements

• Education: High School education or equivalent
• Experience: Five (5) to seven (7) years of experience in a high volume hotel, front office, reservations or room division management with a 4 year degree in a related field or equivalent work experience.
• Gaming License: Must be able to obtain and maintain appropriate gaming license as mandated by the Maryland Lottery & Gaming Control Agency.

Physical Requirements 

• Lifting up to 50lbs
• Pushing/Pull up to 100lbs
• Carry up to 50lbs
• Some Bending / kneeling
• Frequent Walking
• Frequent Standing
• Some Sitting
• Climbing steps

Working Conditions

• 24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.