SENIOR ASSISTANT FRONT DESK MANAGER

To hire the very best team members, Chukchansi Gold understands we have to make the very best offer. In addition to our competitive wages and employee perks, Chukchansi Gold team members receive $43,000-$58,000 in benefits alone, including medical, vision, 401K with employer match and immediate vesting, life insurance, meals, reduced workday hours, paid time off and more. Join the team at Chukchansi Gold and enjoy the best benefits package in the Valley!

Chukchansi Gold team members enjoy unrivaled perks. You’ll also receive free and discounted meals in the Team Dining Room, paid time off, holidays gifts and raffles. Additionally, discounts for Costco memberships, the Monterey Bay Aquarium, Six Flags, Verizon Wireless and Chukchansi Park.

Voted the Valley’s No. 1 best local employer, Chukchansi Gold Resort & Casino is California’s premier integrated resort offering lively gaming, world-class entertainment and luxurious accommodations, welcoming thousands of guests each year.
 

Job Description:

SUMMARY:

Responsible for the successful overall coordination and direction of all activities related to the Front Office of the Hotel, ensuring smooth and efficient operations and in accordance with the Company’s policies.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

•    Interacts effectively with the public and Team Members.  Perform excellent customer service at all time.
•    Optimizes financial performance while achieving resort occupancy and revenue goals. Coordinates with other Departments to ensure rooms are available for sale.
•    Inspires, trains, and develops team members while encouraging, equipping, and empowering them to be autonomous and to use good judgment and common sense.
•    Creates, develops and implements effective strategies of organization for the Front Desk and Bell Service, ensuring maximum guest service and satisfaction.
•    Identifies opportunities for process and service improvements to achieve service delivery efficiencies.
•    Manages room inventory to maintain highest possible room occupancy and average daily rate.
•    Facilitates the flow of information throughout the property by organizing and presiding over regularly scheduled meetings with the Front Desk, and Bell Service Team Members.
•    Maintains procedures for credit control, handling of financial transactions, security of monies, guest security, and emergency response systems.
•    Manages, guides, and supports Team Members in their daily responsibilities.
•    Resolves guest complaints to the benefit of the guest and the organization.
•    Implements and maintains an effective service recovery program while teaching Team Members how to resolve and de-escalate guest issues.
•    Accurately records and measures revenue, expenses, Payroll and KPIs and prepares various departmental reports.
•    Reviews and researches Department equipment in order to provide improved service and to prepare adequate history information.
•    Manage staff on-hand by: monitoring lunch breaks, covering shift rotation, maintaining orderly guest lines, ensuring all front desk employees are demonstrating appropriate behavior and seeing that all front desk employees meet appearance and grooming standards.
•    Confirm all front desk employees meet the company service standards by completing employee reviews.
•    Ensure all front desk employees are trained in and are comfortable with new procedures by developing and facilitating training materials
•    Ability to establish presentations and execute to a number of agents and managers including but not limited to senior management.
•    Performs all other relevant duties as requested.

SUPERVISORY RESPONSIBILITIES:

Directly supervises the activities of all Team Members who work in the Front Desk and Bell Services areas of the hotel.

Carries out supervisory responsibilities in accordance with CGRC’s policies, procedures and applicable ordinances and laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Maintains a high level of professionalism, diplomacy, confidentiality, and leadership by example while at work and off duty.

QUALIFICATION REQUIREMENTS:

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.  

EDUCATION and/or EXPERIENCE:
•    High School diploma or GED required. Preferred at least 1 year of experience as a Front Desk Assistant Manager at a hotel/resort.
•    Previous experience in developing, implementing and evaluating guest service standards
•    Excellent customer service skills.
•    Ability to lead and mentor a team.
•    Have interpersonal skills to deal effectively with all business contacts.
•    Professional appearance and demeanor.
•    Work varied shifts, including weekends and holidays.
•    Proficient knowledge of PC software (MS Word and Excel).
•    Knowledge of Property Management Systems/PMS (currently Infor HMS) is a plus.
•    Able to effectively communicate in English, in both written and oral forms.

SPECIAL QUALIFICATIONS:
Must possess effective communication and organization skills.

LANGUAGE SKILLS:
Ability to read and understand financial reports, policy and procedures manuals, and technical instructions.  Ability to respond to common inquiries or complaints.

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

REASONING ABILITY:
Ability to apply commonsense reasoning to a variety of situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.  

While performing the duties of this job, the Team Member is regularly required to talk or hear.  The Team Member is also regularly required to stand; walk; and use hands to finger, handle, or feel objects, tools or controls.  The Team Member is occasionally required to reach with hands and arms; and to sit; climb or balance; and stoop, kneel, crouch or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. When on the casino floor, the Team Member will be exposed to a smoke-filled environment.