Front Office Manager - Casino manages the front office personnel. Ensures quality customer service, oversees the daily operation of services for the casino and the execution of contracts, deposits, and billing. Being a Front Office Manager - Casino may require a bachelor's degree in area of specialty. Typically reports to a director. The Front Office Manager - Casino supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Front Office Manager - Casino typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
The iconic Wolfeboro Inn on Lake Winnipesaukee is actively searching for a passionate, organized, and customer-focused Front Office Manager to lead our operations team and housekeeping department.
The right candidate will be a hands-on leader, working full shifts interacting with guests directly at the front desk. In this boutique hotel setting, the ideal candidate must be willing and able to participate in daily duties to better the overall success of the team and ultimate satisfaction of the customer. Weekend availability is required.
The Wolfeboro Inn and Wolfe’s Tavern, managed by Hay Creek Hotels, "the Jewel of Lake Winnipesaukee", positioned on the shores of Lake Winnipesaukee in the historic small town of Wolfeboro, NH. It offers 44 lodge-styled guest rooms and one of the only authentic New England pubs in the Lakes Region, Wolfe's Tavern. Wolfeboro is a highly seasonal family-friendly summer destination with unlimited outdoor activities and astounding lake views. Visit wolfeboroinn.com and wolfestavern.com for more information. Be sure to Follow @Hay Creek Hotels on Linkedin for future employment updates!
Salary $55k-$58k, based on experience.
Job Summary:
Directly manage all front desk agents, night auditors, and guest service associates, including recruitment, interviewing, hiring, training, scheduling, evaluating, coaching, disciplining, and motivating of staff. Consistently practice, lead, and train associates on all procedures and service standards.
Perform daily front desk agent duties including; communicate room availability, book and review guest reservations, operating multi-line phone system, check in/out, issuance of guest keys, verifying payment, and coordinating bell services.
Lead staff by professionally handling escalated guest complaints, problem-solving, and follow up with all guest complaints, maintenance issues, and safety concerns.
Have a thorough knowledge of local amenities, hotel services, shopping, dining, entertainment, and travel directions. Have full knowledge of all parking options, guest charges, and fees. Working knowledge of all rates, packages, and booking restrictions.
Supervise all cash and accounting practices performed at the front desk.
Maximize Yield Management. Oversee and manage forecast, schedule, and reservation transaction reports daily. Manage and maintain all third-party reservation sites and rates offered.
Work closely with Sales department to develop creative packages and promotions to maximize sales and overall guest experience. Create personalized amenity options, working with F&B and Marketing team. Work with Corporate Media Manager to ensure promotions are effectively promoted digitally.
Work closely with Housekeeping supervisor closely on all in-house room requests, issues, and room status’. Assist with Lost and Found management. Ensure Lost and Found procedures are followed accordingly.
Have an expert working knowledge of hotel property management system (Room Master). Troubleshoot PMS integrations, load rates and packages, ensure all guest service agents are well versed in navigating the system, and verify transactions are posted correctly. Review PMS repots daily.
Assist in the cleaning and inspecting of the entire property, with the ability to perform all duties required of subordinate Guest Room Attendants, Laundry Attendants, and Public Space Cleaners.
Investigate all guest complaints and maintenance issues. Responsible for resolving, responding, and adjusting operations as needed.
Keep a thorough inventory of all guest room needs, linen, rooms glassware, amenities etc. Place product orders timely and manage housekeeping costs effectively through vendor relations and appropriate ordering.
Hay Creek offers an extensive benefit and incentive package, including;
Experience and Skills: