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About the Role
The Front Desk Shift Manager assists with daily front desk and bell/door service activities, provides guidance to subordinate personnel, and ensures courteous hotel/resort services. In the absence of senior management, the incumbent assumes the position of “Manager on Duty”. The role also involves efficiently and accurately issuing Player’s Club cards to guests, all performed within company policies and procedures.
Responsibilities
- Oversee and assist with daily work assignments of Front Desk and Bell Stand.
- Investigate and resolve guest situations such as reservation errors or lost personal belongings.
- Prepare and process daily reports and perform general administrative duties.
- Perform special assignments such as preparing junket and resort sales room packages.
- Participate in interviewing, hiring, training, scheduling, appraising, and supervising personnel.
- Adhere to all Purchasing, HR, and TERO compliance policies.
- Perform subordinate duties as necessary.
- Communicate and coordinate with related areas to ensure effective operations.
- Authorize point redemption transactions for guests.
- Respond to routine patron requests regarding hotel and restaurant services.
- Book hotel, restaurant, and walk-in reservations.
- Enter accurate guest information into the ACSC system.
- Issue Seneca Player’s Club cards and explain their uses and benefits.
- Promote positive public/employee relations.
- Maintain a clean, safe, hazard-free work environment.
- Participate as a panel member on SGC's Board of Review.
- Cross-train as a VIP Services Shift Manager and adhere to the functions of both positions.
- Maintain a current understanding of all policy and guidelines regarding information security.
- Provide exceptional customer service and communicate in a pleasant, friendly, and professional manner.
- Meet attendance guidelines and adhere to regulatory, departmental, and company policies.
- Complete all required SGC Training programs within nine months.
- Attend all necessary meetings.
Requirements
- Must be 18 years of age or older.
- High school diploma or equivalent required.
- Proficient computer skills.
- Must possess a high degree of interpersonal and customer relation skills.
- Ability to write routine correspondence and speak effectively to the public, employees, and customers.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to deal effectively and interact well with customers and employees.
- Ability to resolve problems/conflicts in a diplomatic and tactful manner.
- Proven leadership ability necessary to provide guidance to subordinate personnel and develop short-term developmental goals.
- Capable of operating office equipment including PC and hotel systems software.
- Requires repetitive motion of hands and wrists.
- Light lifting required.
- Required to stand and walk for long periods.
- Must be able to effectively understand and communicate to candidates and employees.
- Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment.
- Must be able to work in an environment where smoking is permitted.
Skills
- Front Desk operations
- Bell/door service
- Guest relations
- Player's Club card issuance
- Administrative duties
- Supervisory skills
- Customer service
- Problem-solving
- Conflict resolution
- Leadership
- Interpersonal skills
- Communication skills
- Computer proficiency
- Office equipment operation
Location
- Onsite
Work Type
- Full-time
Experience Level
- 3-5 years of Front Desk (or equivalent) supervisory experience required.
Education Level
- High school diploma or equivalent required.
Salary/Compensations
- $16.00 per hour
- Compensation is negotiable based on experience and education.
Benefits
- Great teams make the #Best8Hours of your day.
- Work hard, celebrate often, and build a culture people actually want to be part of.
About the Company
- At Seneca Resorts & Casinos, we work hard, celebrate often, and build a culture people actually want to be part of.
Equal Opportunity
- All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives.
- Adhere to all Purchasing, HR, and TERO compliance policies.
- Maintain a current understanding of all policy and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy. Understand and comply with all information security policies and procedures at all times.
- Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.
- Must complete all required SGC Training programs within nine (9) months from commencement of employment. Must complete all future training seminars which enhance Four Diamond guest service.
- Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed.