Summary: Supervises, coordinates and directs day to day activities of the Front Desk, VIP Services, Rooms Control, Bell/Baggage, and Valet. Assists department leadership in the administration of the department. Maximizes guest service and staff productivity while minimizing costs.

Essential Functions:

• Trains and supervises staff on assigned shift
• Supervises the operation of the VIP, rooms control, front desk, valet, and bell desk areas to ensure efficiency and that the best possible service is provided to guest Maintains established effective controls to ensure adherence to department procedures and recommends changes in procedures, equipment, and physical layout to ensure maximum service, efficiency and security of company funds
• Investigates and corrects shortages and errors
• Works with hotel management team in planning for hotel promotions, special events and sales groups to ensure maximum utilization of room and block rates
• Recommends changes in room rates as required
• Investigates and resolves customer complaints and comments and follows up with involved employees to resolve the matter to the customer’s satisfaction
• Maintains established credit policies, takes appropriate action in obtaining payments when guest ledger accounts exceed normal limits and assists in any collection problems on overdue accounts
• Other duties as assigned

Qualifications/Requirements:

• Previous customer service experience required
• Previous Front Desk or VIP experience preferred
• One year previous hotel management experience preferred
• Previous experience with LMS preferred
• Must be able to prioritize and work with little direction or supervision
• Experience with effective organization and time management involving multiple priorities
• Excellent verbal and written communication skills
• Outstanding guest service skills
• Present a professional appearance
• Ability to effectively communicate in small and large group situations, as well as one-on-one
• Ability to communicate effectively in English
• High school diploma or equivalent and Bachelors or Associates degree preferred

Required Work Cards

• Gaming

Physical Requirements

• Sit at a desk or table (approx. 50% of the time)
• Walk, stand or stoop (approx. 50% of the time)
• Occasionally lift, carry, push, pull or otherwise move objects weighing up to 25 lbs.
• Work for sustained periods of time maintaining concentrated attention to detail
• Vision, speech, hearing, and literacy (critical)

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Duties to be performed with or without reasonable accommodations.