FRONT OFFICE SHIFT MANAGER

Santa Ana Star Casino Hotel; Bernalillo (NM); On-site; USD 45,000 - 65,000; Full time

Job summary

Santa Ana Star Casino Hotel in Bernalillo, New Mexico is seeking a Front Office leader to supervise and optimize daily operations and monitor the Call Center, Pool, Business Center and Fitness Center for exceptional guest experiences.

You will guide front desk staff, manage room inventory, and ensure security, accuracy, and efficiency across front-of-house activities while advancing guest satisfaction and adherence to policy.

Qualifications

• Strong knowledge in PMS (Property Management Systems) is required, V1 experience is preferred.
• Strong interpersonal, motivational, and leadership qualities.
• Experience in interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members is required.
• Must be able to obtain and maintain a Pueblo of Santa Ana Gaming and Regulatory Commission key gaming license.

Responsibilities

• Assists the Front Office Management team in creating, developing and implementing an effective strategy for the front of the house and back of the house, ensuring maximum guest service and satisfaction is achieved.
• Assists in the management of the room inventory function to maintain highest possible room occupancy and ADR.
• Maintains procedures for credit control, handling of financial transactions, security of monies, guest security and emergency procedures.
• Guides and supports the Front Office Agents in daily responsibilities and operation.
• Reviews departmental guest complaints, ensuring corrective action is timely and effectively taken.
• Controls the daily host block to ensure suites and special room blocks are handled properly.
• Communicates with other departments to ensure proper handling of guests and groups.
• Reviews the performance, productivity and efficiency of team members including, but not limited to, periodic evaluations.
• Handles guest complaints and supports all guest service programs.
• Understands, adheres, and enforces departmental and company policies and procedures.
• Exhibits passion for the hospitality and gaming experience of our guests’.
• Takes personal responsibility for delivering excellent guest experience.
• Perform other duties as assigned.

Skills

PMS knowledge

Leadership

Interpersonal skills

Hiring and training

Tools

Smartphone competency

Job description

Job Summary

Provides a high level of focus on guest satisfaction through managing an exceptional Front Office department. Responsible for supervising, managing, and overseeing the front office daily operations and monitoring the Call Center, Pool, Business Center and Fitness Center daily.

Job Description

Job Description

Provides a high level of focus on guest satisfaction through managing an exceptional Front Office department. Responsible for supervising, managing, and overseeing the front office daily operations and monitoring the Call Center, Pool, Business Center and Fitness Center daily.

Expectations Of Leadership

• Actively support, demonstrate, and promote the company’s core values.
• Be approachable and engaging with fellow team members
• Always treat individuals with dignity and respect regardless of job position.
• Demonstrate maturity through exhibiting excellent listening skills.
• Make educating, inspiring, and motivating your team central to your mission.

Major Responsibilities/Activities

• Assists the Front Office Management team in creating, developing and implementing an effective strategy for the both front of the house and back of the house, ensuring maximum guest service and satisfaction is achieved.
• Assists in the management of the room inventory function to maintain highest possible room occupancy and ADR.
• Maintains procedures for credit control, handling of financial transactions, security of monies, guest security and emergency procedures.
• Guides and supports the Front Office Agents in daily responsibilities and operation.
• Reviews departmental guest complaints, ensuring corrective action is timely and effectively taken.
• Controls the daily host block to ensure suites and special room blocks are handled properly.
• Communicates with other departments to ensure proper handling of guests and groups.
• Reviews the performance, productivity and efficiency of team members including, but not limited to, periodic evaluations.
• Handles guest complaints and supports all guest service programs.
• Understands, adheres, and enforces departmental and company policies and procedures.
• Exhibits passion for the hospitality and gaming experience of our guests’.
• Takes personal responsibility for delivering excellent guest experience.
• Perform other duties as assigned.

Minimum Requirements

• Preference is given to qualified Santa Ana Tribal Members.
• Strong knowledge in PMS (Property Management Systems) is required, V1 experience is preferred.
• Strong interpersonal, motivational, and leadership qualities.
• Experience in interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members is required.
• A smartphone capable of running company applications and communication systems is required. If a smartphone is not provided by the company, a candidate or employee may be provided a smartphone of the company’s choice, through a payroll deduction program.
• All employees are required to proficiently use a smartphone for company applications, email, and text.
• Must be able to obtain and maintain a Pueblo of Santa Ana Gaming and Regulatory Commission key gaming license.

Essential Mental Functions

• Maintain a strict level of confidentiality regarding company information.
• Obtain and maintain most current information regarding applicable Tribal, State, Federal, and Gaming policies, procedures, rules, and regulations.
• Must be a detail oriented, organized individual with the ability to multi-task.
• 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 to 25lbs.
• 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.

Equipment Used

• Smartphones, computers, laptop computers, and other traditional office equipment as required.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employee’s duties are performed indoors in a climate controlled non-smoking environment.