Hotel Front Office - Front Desk - Reservations Manager

Kalispel Tribe•Spokane, WA

About The Position

Summary of Functions To provide day-to-day supervision, direction and leadership to all Front Office team members and supervisors; to represent the position of Front Office Manager when appropriate. Provides the department with leadership, whereby they achieve results in accordance with the objectives, performance and quality standards established by Northern Quest Resort and Casino. Ensure Northern Quest Resort and Casino’s Core Values and Core Purpose are exercised daily. Essential Duties and Responsibilities Ensures compliance with the Kalispel Tribe of Indians Internal Controls and Northern Quest Resort and Casino Policies and Procedures. Develop policies and procedures to ensure compliance with Tribal, State, Federal and NIGC regulations and ensure an adequate internal control system is in place. Works directly with the Front Office Manager and the reservation system availability to ensure maximum revenue generation, while not turning rooms away in a low occupancy period. In conjunction with the Front Office Manager establish recommended applicable rates and other restrictive conditions far in advance to the dates in question. Monitoring inventory to third-party vendors for rooms sales on the world wide web (GDS). Work closely with the Director of Loyalty Marketing to host player’s club programs.Create leisure packages which contain components of resort amenities in conjunction with the Front Office Manager and Revenue Manager.Responsible for maintaining a consistent, regular good attendance record. Ensure control/protection of company assets. Develop Key Performance Indicators (KPI’s) to maximize revenue growth and efficiencies within the Reservation Department.Supervises PBX /Reservations Supervisors, Group Coordinator, and Front Desk Supervisors. Staff with the Reservations Department according to call volume and the Front Desk Department according to arrivals and departures ensure the accuracy and timely submittal of the department’s work schedules. Conduct interviews, reviews, and disciplinary action as necessary. Works closely with the Direct of Sales, Group Coordinator, and Sales Managers to control group blocks. Familiar with all yield management principles. Disseminate special request information to appropriate departments. Ensure that all new and existing Agents are being supervised by scripted techniques. Ensure properly trained team members are present to service the guest, and that the necessary timely performance of hotel interrelated functions is expeditiously completed.Monitors the selling technique of the team members and implements/follows-through with corrective measures. Design and maintain an Up-Sell Program Daily and weekly payroll monitoring to ensure maximum productivity and service, while staying within budgetary guidelines. Completes all dates/prioritized goals and objectives in a timely manner. Maximizes office productivity through proficient use of appropriate software applications. Assists in developing office budget and initiates cost reduction programs. The Ensures department presents a friendly, professional, non-rushed approach when answering phones and working with guests. Assume responsibility for hotel master keys. At the beginning of the shift, familiarize self with the following: Room situation in the hotel Staff for day’s arrival/departures VIP arrivals & departures Meet with Front Desk Supervisors and discuss: Inventory strategy VIP/Pre-registration/Tour Group arrivals/departures The day’s activities, special projects, and items to be conveyed to the Front Office Team Members Follow and enforce proper cash handling procedures. Review Credit Report and act on appropriate accounts. Ensure that the computer system is monitored and follow through on any corrections necessary with Date Processing and the night audit process. Adhere to department, AAA and Forbes standardsCreate a four-diamond / four-star image and promote goodwill for Northern Quest Resort and Casino. Ensures all guarantees, advance deposits, cancellations, and waitlists are handled according to Front Office Department procedures. Deals with guest complaints/requests expeditiously when approached. Performs daily tours of the areas of responsibility to ensure professional appearance, cleanliness, and saleable presentation is well maintained.Knowledgeable of all gaming amenities and terminology. Knowledge of Camas Club procedures. Knowledgeable packages, rates, and promotions resort wide. Has full knowledge of the Property Management System and all reports it generates. Has a full knowledge of the Casino Management System to the extent of user access. Is knowledgeable of all emergency procedures, fire alarm operations, and can take charge in an emergency, if needed. Knowledgeable of all federal and local laws as they relate to and govern the operation of the hotel. Advises the Front Office Manager and protects against any liability possibilities. Ensures that OSHA regulations are complied with within the department and/or division. Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed. This job description does not list all of the duties of this position. You may be instructed by the Front Office Manager or senior Management to perform other duties as assigned.

Requirements

Six years’ related experience and/or training; or equivalent combination of education and experience
Must be computer literate with working knowledge of Microsoft programs and other computer software
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Ability to write routine reports and correspondence
Ability to speak effectively before groups of guests or team members of an organization
Ability to calculate figures and amounts such as discounts, interest, and commissions
Ability to coordinate multiple tasks
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Ability to use and assist in the use of copy machines, fax machines and other related office equipment
Ability to work with mathematical concepts such as percentages and ratios to practical solutions
Ability to establish procedures for the effective implementation of the VP of Hospitality’s directives
Prepare complex reports, correspondence, charts, layouts, forms, handbooks, memoranda, and other information and instructions
Excellent organizational, communication, and leadership skills
Knowledge of principles and practices of general business administration including personnel practices and employment laws, program budgeting, general accounting, financial analysis, and fiscal management practices
Skill in effectively communicating information through verbal and written correspondence to team members, managers, clients, guests, and the public, including writing reports, business correspondence, and procedural manuals
Skill in solving practical problems and dealing with situations where only limited standardization exists
Skills in assessing operation, program, staffing and fiscal needs
Skill in identifying and resolving administrative/Guest Hospitality problems under pressure conditions
Obtain and maintain [License or Work Permit Level]
Flexible availability, including nights, weekends, and holidays as required

Nice To Haves

Experience in a 150+ room with four star/four diamond hotel is a plus
Direct experience in organizational development is strongly preferred
Bachelor’s degree (B.A.) from a four-year college or university in a related field preferred

Responsibilities

Provide day-to-day supervision, direction and leadership to all Front Office team members and supervisors
Represent the position of Front Office Manager when appropriate
Provide the department with leadership, whereby they achieve results in accordance with the objectives, performance and quality standards established by Northern Quest Resort and Casino
Ensure Northern Quest Resort and Casino’s Core Values and Core Purpose are exercised daily
Ensure compliance with the Kalispel Tribe of Indians Internal Controls and Northern Quest Resort and Casino Policies and Procedures
Develop policies and procedures to ensure compliance with Tribal, State, Federal and NIGC regulations and ensure an adequate internal control system is in place
Work directly with the Front Office Manager and the reservation system availability to ensure maximum revenue generation
Establish recommended applicable rates and other restrictive conditions far in advance to the dates in question
Monitor inventory to third-party vendors for rooms sales on the world wide web (GDS)
Work closely with the Director of Loyalty Marketing to host player’s club programs
Create leisure packages which contain components of resort amenities in conjunction with the Front Office Manager and Revenue Manager
Maintain a consistent, regular good attendance record
Ensure control/protection of company assets
Develop Key Performance Indicators (KPI’s) to maximize revenue growth and efficiencies within the Reservation Department
Supervise PBX /Reservations Supervisors, Group Coordinator, and Front Desk Supervisors
Staff with the Reservations Department according to call volume and the Front Desk Department according to arrivals and departures ensure the accuracy and timely submittal of the department’s work schedules
Conduct interviews, reviews, and disciplinary action as necessary
Work closely with the Direct of Sales, Group Coordinator, and Sales Managers to control group blocks
Familiar with all yield management principles
Disseminate special request information to appropriate departments
Ensure that all new and existing Agents are being supervised by scripted techniques
Ensure properly trained team members are present to service the guest, and that the necessary timely performance of hotel interrelated functions is expeditiously completed
Monitor the selling technique of the team members and implements/follows-through with corrective measures
Design and maintain an Up-Sell Program
Complete all dates/prioritized goals and objectives in a timely manner
Maximize office productivity through proficient use of appropriate software applications
Assist in developing office budget and initiates cost reduction programs
Ensure department presents a friendly, professional, non-rushed approach when answering phones and working with guests
Assume responsibility for hotel master keys
Familiarize self with the room situation in the hotel, staff for day’s arrival/departures, and VIP arrivals & departures
Meet with Front Desk Supervisors and discuss inventory strategy, VIP/Pre-registration/Tour Group arrivals/departures, the day’s activities, special projects, and items to be conveyed to the Front Office Team Members
Follow and enforce proper cash handling procedures
Review Credit Report and act on appropriate accounts
Ensure that the computer system is monitored and follow through on any corrections necessary with Date Processing and the night audit process
Adhere to department, AAA and Forbes standardsCreate a four-diamond / four-star image and promote goodwill for Northern Quest Resort and Casino
Ensure all guarantees, advance deposits, cancellations, and waitlists are handled according to Front Office Department procedures
Deal with guest complaints/requests expeditiously when approached
Perform daily tours of the areas of responsibility to ensure professional appearance, cleanliness, and saleable presentation is well maintained
Knowledgeable of all gaming amenities and terminology
Knowledge of Camas Club procedures
Knowledgeable packages, rates, and promotions resort wide
Has full knowledge of the Property Management System and all reports it generates
Has a full knowledge of the Casino Management System to the extent of user access
Knowledgeable of all emergency procedures, fire alarm operations, and can take charge in an emergency, if needed
Knowledgeable of all federal and local laws as they relate to and govern the operation of the hotel
Advise the Front Office Manager and protects against any liability possibilities
Ensure that OSHA regulations are complied with within the department and/or division