Front Office 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: Manages all activities related to Front Desk, Central Services/PBX, and Bell Services of the Hotel, ensuring efficient operations in accordance with CGRC's policies, procedures, and CGRC's commitment to providing guests with an exceptional experience. 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. 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, Central Services/PBX, and Bell Service, ensuring maximum guest service and satisfaction. Identifies opportunities for process and service improvements to achieve service delivery efficiencies. Achieves budgeted revenues and expenses, and maximizes profitability related to guest services. Develops financial and operational plans that correspond to the overall objectives of the Hotel. 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, Central Services/PBX, 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, and KPIs and prepares various departmental reports. Develops and maintains an effective working relationship with all team members. Maintains adequate staffing levels by interviewing, selecting, training, scheduling, evaluating, assisting with career development, promoting, and separating Team Members as appropriate. Maintains a professional appearance, conduct, and demeanor reflective of the hotel image. Ushers at special events as requested by management. Performs any reasonable request made by management. SUPERVISORY RESPONSIBILITIES: Directly supervises the activities of all Team Members who work in the Front Desk, Central Services/PBX, and Bell Services teams. Executes supervisory responsibilities in accordance with CGRC's policies, procedures, and applicable ordinances and laws. Responsibilities include interviewing, hiring, and training Team Members; planning, assigning, and directing work; appraising performance; rewarding and coaching Team Members; 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, skills, and/or abilities required. EDUCATION and/or EXPERIENCE: High School diploma or GED required. Bachelor's Degree in Business or Hospitality related field or equivalent work experience. Minimum of three to five years prior hotel experience, preferably in Front Office and/or Reservation Operations with progressive line level and supervisory experience required. SPECIAL QUALIFICATIONS: Proficiency in MS Office programs is a must. Knowledge of Property Management Systems/PMS (currently Opera) is a plus. Must possess effective communication and organizational skills. Must be able to multitask effectively. Must be able to work with little to no direct supervision. Strong entrepreneurial spirit with a hands-on approach is required. Highly motivated, energetic, and work-quality oriented individual with demonstrated initiative for achievement with little direction is required. Excellent time management, communication, organizational, and interpersonal skills are required. Experience having worked in front office and/or front desk, night audit, reservations, and/or concierge is required. Must be able to work days, mid-shift, evenings, nights, weekends, and holidays. Must have knowledge of Front Office Front Services training techniques. LANGUAGE SKILLS: Ability to read and understand financial reports, policy and procedure manuals, and technical instructions. Ability to respond to common inquiries or complaints from guests, regulatory agencies, or members of the business community. MATHEMATICAL SKILLS: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, decimals, and percentages. REASONING ABILITY: Ability to apply common sense 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 and fingers,to handle or feel objects, tools, and controls. The Team Member is occasionally required to reach with hands and arms, sit; climb, balance, bend, 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. 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 and loud environment.