Manager Front Office

Treasure Island Hotel & Casino; Nevada (IA); On-site; USD 42,000 - 62,000; Full time

Job summary

Treasure Island Hotel & Casino in the United States is looking for a hotel operations supervisor to oversee the front desk during peak and off-peak hours. You will ensure efficient check-in/check-out processes and uphold AAA four-diamond service across the team.

You will manage up to 30 frontline staff per shift, mentor employees, and handle escalation of guest complaints while ensuring compliance with policies and procedures.

Qualifications

• 3+ years of hotel operations supervisory experience.
• Experience developing guest service standards.
• Technical knowledge of property management systems.
• Ability to develop solutions to maximize department effectiveness.
• Be able to work varied shifts including weekends and holidays.
• Bilingual Spanish preferred.
• Knowledge of the LMS+ system preferred.
• High school diploma required, college education preferred.

Responsibilities

• Ensure the daily operations of the check in/out process runs efficiently.
• Ensure the front line staff is providing AAA four-diamond service.
• Manage up to 30 front desk line-level employees in a given shift.
• Assist front line employees with questions or problems as they arise.
• Assist in rectifying guest complaints and issues as they arise.
• Run manager reports such as downtime reports and credit card authorizations.
• Mentor, coach, and guide employees on working successfully in a team atmosphere.
• Evaluate/appraise line agents and supervisors.
• Interview applicants and recommend for new employment.
• Evaluate internal applicants for promotion.
• Review and resolve employee complaints.
• Issue discipline in accordance with departmental and company policy.
• Develop training schedules for new hires.
• Conduct training for the implementation of updated software.
• Perform all duties deemed necessary for the success of the department.

Skills

Front desk supervision

Guest service standards

PMS knowledge

Team leadership

Spanish bilingual

Education

High school diploma

Tools

LMS+ system

Property Management System

Job description

Responsibilities

• Ensure the daily operations of the check in/out process runs efficiently.
• Ensure the front line staff is providing AAA four-diamond service.
• Manage up to 30 front desk line-level employees in a given shift.
• Assist front line employees with questions or problems as they arise.
• Assist in rectifying guest complaints and issues as they arise.
• Run manager reports such as downtime reports and credit card authorizations.
• Mentor, coach, and guide employees on working successfully in a team atmosphere.
• Evaluate/appraise line agents and supervisors.
• Interview applicants and recommend for new employment.
• Evaluate internal applicants for promotion.
• Review and resolve employee complaints.
• Issue discipline in accordance with departmental and company policy.
• Develop training schedules for new hires.
• Conduct training for the implementation of updated software.
• Perform all duties deemed necessary for the success of the department.

Qualifications

• 3 or more years of hotel operations supervisory experience in a major hotel resort preferred.
• Previous experience in developing, implementing and evaluating guest service standards preferred.
• Technical knowledge of property management systems preferred.
• Ability to develop solutions to maximize the effectiveness of the department preferred.
• Be able to work varied shifts including weekends and holidays required.
• Bilingual (Spanish) preferred.
• Knowledge of the Lodging Management System (LMS+) system preferred.
• High school diploma required, college education preferred.