Front Desk Shift Manager

Grand Sierra Resort; Reno (NV); On-site; USD 30,000 - 39,000; Full time

Job summary

Grand Sierra Resort in Reno, NV seeks a Front Office Supervisor to oversee daily front desk operations and guest services. You will train and supervise staff, handle guest concerns, and ensure accuracy in billing and checkout processes.

The role requires 1–2 years in hotel operations with supervisory experience, proficiency in Microsoft Office, and an Alcohol Awareness Card. Flexible shifts and weekend work are included.

Qualifications

• Minimum 1–2 years of hotel operation experience, supervisory preferred.
• Must be proficient with Microsoft Office products and basic computer systems.
• Must obtain Alcohol Awareness Card.

Responsibilities

• Register guests and assign rooms using the computer system.
• Settle guest accounts and release rooms at checkout.
• Maintain excellent guest service and team relations.
• Supervise front office staff and monitor breaks.
• Handle guest concerns professionally and escalates as needed.
• Process inquiries, requests, and follow-up communications with guests and staff.
• Prepare reports on occupancy, rebates, and related metrics.
• Post and balance room charges to guest accounts.
• Research and correct disputed charges using master accounts.
• Direct staff in check-in/out and guest interactions.

Skills

Clerical

Compiling

Analyzing

Supervising

Instructing

Following instructions

Influencing others

Memorization

Problem solving

Communication

Education

Hotel operations experience

Tools

Microsoft Office

Job description

Essential Duties And Responsibilities

• Register guests by inputting information into the computer and assigning them rooms.
• Settle and check out guest’s accounts by inputting method of payment into computer and releasing room.
• Maintain excellent guest service and team member relations through effective communication and by following company guidelines.
• Supervise staff to ensure job duties/breaks promote the overall operation of the Front Office.
• Handle all front office team members and guest concerns in a professional manner.
• Evaluate staff performance.
• Answer calls and process requests from guests. Make follow-up calls to maintain proper communications with guests, departmental staff and management staff.
• Assist guests with faxes, telephone calls, mail, packages, directions and all other basic inquiries. Assist guests with questions or problems they may have regarding their room or account in person, or on the telephone.
• Prepare and organize reports for tracking rebates, lost phone calls, agent up-sells, night occupancy reports, etc.
• Post and balance room charges to guest’s accounts to keep these accounts current and correct at all times.
• Research and correct disputed room charges by use of various reports and master accounts to correct any improper postings to guest’s accounts.
• Monitor staff behavior, direct breaks and direct job functions to expedite check-in/out and baggage handling procedures. Direct staff in proper job functions and proper guest interaction.
• Any other duties as assigned within the scope of this position.

Primary duties and responsibilities include, but are not limited to, the following:

• Register guests by inputting information into the computer and assigning them rooms.
• Settle and check out guest’s accounts by inputting method of payment into computer and releasing room.
• Maintain excellent guest service and team member relations through effective communication and by following company guidelines.
• Supervise staff to ensure job duties/breaks promote the overall operation of the Front Office.
• Handle all front office team members and guest concerns in a professional manner.
• Evaluate staff performance.
• Answer calls and process requests from guests. Make follow-up calls to maintain proper communications with guests, departmental staff and management staff.
• Assist guests with faxes, telephone calls, mail, packages, directions and all other basic inquiries. Assist guests with questions or problems they may have regarding their room or account in person, or on the telephone.
• Prepare and organize reports for tracking rebates, lost phone calls, agent up-sells, night occupancy reports, etc.
• Post and balance room charges to guest’s accounts to keep these accounts current and correct at all times.
• Research and correct disputed room charges by use of various reports and master accounts to correct any improper postings to guest’s accounts.
• Monitor staff behavior, direct breaks and direct job functions to expedite check-in/out and baggage handling procedures. Direct staff in proper job functions and proper guest interaction.
• Any other duties as assigned within the scope of this position.

Knowledge/Skills/Abilities

• Must be proficient in Microsoft Office Products: Project, Word, Excel, Power Point, Publisher and Outlook.
• Ability of complex reading, writing, math, and task completion skills is required.
• Must have the following skills: clerical, compiling, analyzing, supervising, instructing, following instructions, influencing others, memorization, problem solving, independent judgment, and decision making.
• Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.
• Must be a minimum of 21 years of age.

EDUCATION And/or EXPERIENCE

• Minimum 1-2 years of experience in hotel operation preferred or any combination of education, training, or experience listed that provides the required knowledge, skills, and abilities. Previous supervisory experience preferred.

CERTIFICATES AND LICENSES

• Must obtain and maintain appropriate licensing with Alcohol Awareness Card

PHYSICAL DEMANDS

• While performing the duties of this job, the team member is frequently sitting and standing, occasionally walking and reaching overhead during over the duration of their shift.
• Team member will have to push/pull 10lbs or less occasionally.
• The team member will constantly have repetitive use of both hands.
• Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.
• 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• Work performed indoors, alone and frequently with and around others. Team Member will perform work face-to-face including verbal contact with others on extended shifts around computer equipment.
• The noise level in the work environment is usually moderate.
• Team Member may be exposed to secondhand smoke.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.