FRONT OFFICE MANAGER

Summary:

Responsible for the successful overall coordination and direction of all activities related to the Front Office daily operations and monitoring the Call Center if necessary, Pool, Business Center and Fitness Center daily ensuring smooth and efficient operations and in accordance with the Company's policies.

Major Responsibilities/Activities:

• Provides direction and oversees the daily operation of all Front and Back of house activities.
• Establishes policies and procedures, service and quality standards.
• Implements financial and operational plans that correspond to the overall vision and strategy.
• Ensures that decision-making processes appropriately weigh the fiscal return on action, guest experience, and loyalty.
• Evaluates the performance of the hotel front and back office operations.
• Participates and collaborates with Hotel Revenue Manager in deploying inventory restrictions and pricing strategies designed to optimize revenue and occupancy.
• Participates in preparation of weekly, monthly and quarterly occupancy and revenue forecasts.
• Handles guest complaints and supports all guest service programs.
• Understands, adheres and enforces departmental and company policies and procedures.
• Effectively and efficiently manages expenses, labor costs and staffing objectives while achieving the highest guest satisfaction.
• Develops, maintains and manages training programs, guides and supports the front office team members in daily responsibilities.
• Takes personal responsibility for delivering excellent guest experience.
• Perform other duties as assigned.

Minimum Requirements:

• Preference is given to qualified Santa Ana Tribal Members.
• Bachelor's degree (B. A.) from four-year College or University; or seven to ten years related experience or equivalent combination of education and experience.
• Must be 21 years or older.
• Strong knowledge in PMS (Property Management Systems) is required, V1 experience is preferred.
• Strong interpersonal, motivational and leadership qualities needed.
• Experience in interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members is required.
• Excellent written and verbal communication skills including the ability to successfully communicate with multiple levels of management.
• Must be able to obtain and maintain a Pueblo of Santa Ana Gaming and Regulatory Commission key gaming license.

Essential Mental Functions:

• Strong interpersonal spirit with a hands-on approach, "walking the talk."
• Highly motivated, energetic individual with a proven track record of achievements.
• Excellent multi-tasking skills, and exceptional time management skills.
• Obtain and maintain the most current information regarding applicable Tribal, State, Federal, and Gaming policies, procedures, rules, and regulations.
• Proven ability to provide outstanding guest service.
• Proven ability to handle conflict situations.
• Must have excellent problem solving abilities.
• Must have strong analytical skills.
• Must be able to work in a fast paced environment.
• Must be able to deal with stressful situations in a professional manner.
• Must be a Team Player.

Essential Physical Functions:

• While performing the duties of the position, the team member is frequently required to stand, walk, turn, use hands and fingers to handle and feel, reach with hands and arms, talk and hear.
• Must be able to lift up to 25lbs and occasionally lift and/or move up to 50 pounds.
• Must be able to work at a fast pace and in stressful situations.
• Must be able to maneuver around the office and the facility to collect all necessary materials and documents.
• Must be able to walk and stand for long periods of time.
• Physical ability to safely perform the essential job functions of the position.

Equipment Used:

• Good knowledge of spreadsheet and word processing required with use of Microsoft products including Word, Excel, and Outlook.
• Copiers, Fax Machines, and other traditional office equipment as required.

Work Environment:

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

The noise level in the work environment is usually loud. Team Member duties are performed indoors in a climate controlled and second-hand smoke-filled environment.

Hazards include working around moving equipment. Equipment must be properly used or they can be potentially hazardous.