The posting
Provides guidance and leadership to the Hotel Guest Service Associates, Hotel Front Office Supervisor(s), and Hotel Assistant Front Office Manager(s). Responsible for daily Hotel Front Office Operations (supplies/guest requests/membership sign-ups/hospitality services with our guests and service recovery) while assisting all other Hotel Department Heads including the Hotel General Manager PRIMARY JOB FUNCTIONS
Implement and oversee hotel’s daily quality process including goal communication, associate improvement, compliance with-in our standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate. Communicate both verbally and in writing to provide clear directions to staff. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Oversee and review cost and inventory controls. Field guest complaints, conducting thorough research to develop the most effective solutions and negotiating results. Prepare written correspondence to guests. Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion. Oversee the budgeting, forecasting, training, motivating, and staffing of the Hotel Front Office including, Bell Staff, Reservations, Concierge, Guest Services, and Transportation Services. Be a liaison for the contracted valet company with Hotel Guest Services and issues. Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc. Comply with attendance rules and be available to work on a regular basis. Perform any other job-related duties as assigned. Actively participate in Commerce Casino & Hotel’s Safety Plan and energy improvements
Coordinate compliance of service contracts. Perform any other job-related duties as assigned. Perform Front Desk Agent job duties as needed based on demand. Check-ins, check-outs, guest interactions, phone calls etc. Cover shifts at the Front Desk as needed based on demand.
The duties listed are not set forth for the purposes of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a position title or those to be assigned and performed temporarily outside of an employee’s normal line of work. QUALIFICATIONS Work Experience Required:
Worked as a Front Office Manager before, or worked as a Front Desk/Guest Services Manager at a Front Office for 1-3 years prior.
Other Requirements:
Must have the ability to communicate in English. Self-starting personality with an even disposition. Always maintain a professional appearance and manner. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Ability to effectively deal with internal and external customers using empathy. Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts. Ability to stand and move throughout the hotel property and continuously perform essential job functions.
Knowledge of chemical cleaning agents and operation of various cleaning equipment.
Customer Satisfaction: Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Commerce employees. It is essential that you remain professional at all times, and that you treat all guests and employees with courtesy and respect, under all circumstances. Every Commerce employee is a guest relations ambassador, every working minute of every day. We strive to complete our GOLDEN CIRCLE culture on every conversation we have with both our internal guests (team members) and external guests (our customers) Licenses:
A casino work permit from the Los Angeles County Sheriff’s Department. The Hotel Front Office Manager is responsible for overseeing the hotel department processes. Regarding the supervision of employees, however, this position is limited to making suggestions or recommendations regarding the staff to the Director of Hotel Operations, who holds a Key Employee or Officer License. The Director of Hotel Operations is the position that makes managerial decisions on behalf of hotel department. The Hotel Front Office Manager understands and acknowledges he/she cannot take any action that would require a Key Employee license.
Work Habits: In order to maintain a positive guest and employee experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, can solve routine problems that occur on the job and ask for help whenever you are not sure how to do something. Safety & Security: The safety and security of our guests and employees is of utmost importance to Commerce. Every Commerce employee should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns. Note: This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the employee’s supervisor. Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each employee remains, always, an “at will” employee.
