Front Office Manager

Position Summary:

Under general supervision of the Hotel General Manager, oversees reservations and room assignments, valet, guest services, PBX and Front Desk. Trains and directs the hotel's front desk staff. Ensures that guests are treated courteously, complaints and problems are resolved, and requests for special services are carried out. Maintains confidentiality of all privileged information.

We are currently recruiting for the position of Front Office Manager for the Twin Arrows Navajo Casino Resort, outside Flagstaff, Arizona. Twin Arrows, owned and operated by the Navajo Nation Gaming Enterprise ("NNGE"), is currently under construction and is slated to open in Spring 2013. This stunning property will be positioned as a 4-star / 4-diamond full service destination resort, and will be like no other hospitality entity in Northern Arizona.

The Front Office Manager, directly reporting to the Hotel General Manager, will be responsible for the day to day operations of the Front Desk, Concierge Desk, Bell and Valet Parking Services, PBX, Fitness Center and indoor Pool.

We offer a great career opportunity with excellent growth potential. We are looking for self-starters, preferably with pre-opening experience for a comparable size and quality property (around 200 rooms and suites), having experience as a Front Office Manager (or rooms division manager).

Essential Duties & Responsibilities:

• Sets guest service levels, objectives and communication methods to be achieved. Monitors and corrects any areas that need correction.
• Monitors guest requests for service time responses and measures results in guest satisfaction levels.
• Oversees the supervision of personnel, which includes work allocation, training, and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance.
• Trains Front Desk Supervisors, Valet Supervisor, Concierge, Bellman and PBX personnel in job details, and guest service response and verbiage as well as radio etiquette.
• Maintains master key control.
• Verifies accurate room status information is maintained and properly communicated.
• Resolves guest problems quickly, effectively, and courteously.
• Upgrades group information by maintaining, monitoring, and preparing group requirements, in coordination with the Marketing Department. Relays information to appropriate personnel.
• Enforces all cash and credit card handling procedures.
• Oversees the night audit and daily bank deposits.
• Sends out weekly bills to all departments.
• Works with Executive Housekeeper regarding current guest room status, discrepancy reports, communication problems with Front Desk Staff, guest issues, public area cleanliness and other related issues.
• Ensures department employees adhere to appearance standards and dress code. Monitors uniform issuing and care/appearance of uniforms.
• Inspects guest rooms on a daily basis.
• Follows and ensures that policies and procedures of the Hotel are followed.
• Ensures staff is at position/station on time, in uniform with correct appearance.
• Creates and maintains high standards of guest service levels and response times to guest issues and guest interaction.
• Training of "up selling" with the Front Desk and Reservation staffs.
• Contributes to a team effort and accomplishes related results as required.
• Performs other duties as required.

Minimum Qualifications:

Bachelors Degree in Hospitality, Business Management, Hotel Administration or related field; three years experience as Front Office Manager of a hotel/resort property of 100 guest rooms or more. Must be twenty-one (21) years of age. Valid driver's license. No felony, theft or stealing convictions. Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain gaming license. Navajo preference.