FRONT OFFICE SHIFT MANAGER

RESORTS CASINO HOTEL; Atlantic City (NJ); On-site; USD 42,000 - 54,000; Full time

Job summary

Resorts Casino Hotel in Atlantic City is seeking a Front Desk Supervisor to oversee day-to-day operations, ensuring guest satisfaction and adhering to service standards. The role also emphasizes asset protection and professional conduct at the front desk.

The candidate will lead a team, help implement procedures, support departmental training, assist in budgeting, and address guest concerns while promoting positive public relations.

Qualifications

• College degree or equivalent experience.
• Minimum of two (2) years experience in Hotel Operations.
• Excellent guest service and communication skills.
• Must have effective oral and written communication skills.
• Must have good analytical skills and decision-making ability.

Responsibilities

• Supervise day-to-day front desk operations under the Hotel Services Manager to uphold company standards for guest satisfaction, employee satisfaction, quality assurance and asset protection.
• Demonstrates leadership and professional image to associates and guest.
• Assist with establishing standard operational procedures that will lead to consistent state of conducting business and ensuring those standards are met at the front desk.
• Assists in the on-going departmental training.
• Assists in reaching financial/budgeting accountability of the department.
• Assists with tracking/recording customer complaints and resolving customer complaints.
• Responsible for the acceptance, inventory, assignment for distribution or reconciliation of coupons which are ultimately considered in the calculation of gross revenue.
• Promotes positive public relations.
• Performs other duties as assigned.

Skills

Guest service

Communication

Leadership

Attention to detail

Problem solving

Education

College degree (may substitute additional experience for degree)

Job description

Responsibilities

• Supervises the day to day operations of the front desk in conjunction and direction of the Hotel Services Manager to maintain company standards for guest satisfaction, employee satisfaction, quality assurance and asset protection.
• Demonstrates leadership and professional image to associates and guest.
• Assist with establishing standard operational procedures that will lead to consistent state of conducting business and ensuring those standards are met at the front desk.
• Assists in the on-going departmental training.
• Assists in reaching financial/budgeting accountability of the department.
• Assists with tracking/recording customer complaints and resolving customer complaints.
• Responsible for the acceptance, inventory, assignment for distribution or reconciliation of coupons which are ultimately considered in the calculation of gross revenue.Examples of such coupons are match play coupons, chip coupons and coupons accepted by bill validators.
• Promotes positive public relations.
• Performs other duties as assigned.

Qualifications

• College degree (may substitute additional experience for degree)
• Minimum of two (2) years experience in Hotel Operations.
• Excellent guest service and communication skills
• Must have effective oral and written communication skills.
• Must have good analytical skills and decision-making ability.

Essential Functions

ESSENTIAL PHYSICAL FUNCTIONS

(F) Standing

(F) Walking

(F) Sitting

(O) Kneeling

(O) Running

(O) Lifting Max Weight: 30 lbs

(O) Pushing Max Weight: 30 lbs

(O) Pulling Max Weight: 30 lbs

(O) Carrying Max Weight: 30 lbs

(F) Bending

(O) Stooping

(O) Climbing Stairs

(N) Climbing Ladders Max Height: N/A

(N) Working at a Height Level Above The Floor Max Height: N/A

(F) Finger Dexterity

(F) Full Use of Both Hands

(N) Crawling

(O) Balancing

(N) Throwing

(O) Twisting

(O) Reaching Max Height: 3’

(N) Driving

(O) Working On or With Moving Machinery

(F) Working at Rapid Work Speed

(O) Working in Isolation

(C) Working Around People

(C) Hearing Conversation

(F) Hearing High Acuity

(C) Speaking Clearly

(C) Seeing Near

(C) Seeing Far

(C) Seeing – Depth Perception

(C) Seeing - Color Vision

ESSENTIAL MENTAL FUNCTIONS

(C) Writing English

(C) Reading English

(C) Speaking English

(C) Working under Pressure/Stress

(C) Speaking With Guests/Customers

(C) Speaking With Employees

(C) Working with Basic Math Skills

(C) Making Decisions Based On Facts

(C) Making Decisions Based On Data

(C) Making Decisions Based On Personal Judgment

(F) Making Accurate Measurements According To Set Standards

(C) Planning and/or Supervising the Activities Others

ESSENTIAL INTERACTIVE FUNCTIONS

(C) Working under Close Supervision

(F) Working under Minimal Supervision

(C) Working and Interacting With Management in a Professional and Courteous Manner

(C) Working and Interacting With Co-Workers in a Professional and Courteous Manner

(C) Working and Interacting With Guests in a Professional and Courteous Manner

ESSENTIAL ENVIRONMENT FUNCTIONS

(C) Working Inside

(O) Working Outside

(C) Working in a Fast Paced Environment

(N) Exposed To Chemicals Describe:

(N) Exposed To Dust, Fumes, Gases, Describe:

(C) Exposed To Smoke

(C) Exposed To Excessive Noise

(O) Working in Dimly Lit Areas

(O) Working in Sudden Marked Changes of Temperature and Humidity

Key

Not Applicable (N)

Occasional (O) Under 2 hours

Frequent (F) 2 hours to 5 hours

Constant (C) more than 5 hours