Job Locations US-NJ-Atlantic City
    Posted Date 1 month ago(7/10/2018 6:59 PM)
    Job ID
    # of Openings
    Hotel Operations
  • Overview

    Under the direction of Director of Hotel Operations, the Front Office Manager will oversee and direct VIP Manager, Assistant Front Office Managers, VIP Agents, Front Desk Agents, Rooms Controllers, and Concierge, along with Pool and Beach Staff.    


    • Conducts him/herself in accordance with all Gaming Commission Regulations as well as departmental policies and procedures.
    • Works with existing Hard Rock standards and develops property-specific standards to ensure exceptional quality, value and presentation.
    • Manages daily work assignments of Front Office Team.
    • Oversee department budget and ensure operational supplies inventory is maintained.
    • Works with Lodging Management System (LMS) to ensure successful guest experiences.
    • Creates a culture of high ethical standards, integrity and service at all times.
    • Implements systems that help anticipate the needs of our guests.
    • Performs detailed operation inspections, seeks opportunities to improve performance and implements action plans for improvement.
    • Works with Management Team to conduct performance appraisals and evaluates progress toward goals.
    • Recommends to Senior Management operational enhancements that support initiatives and promote excellence.
    • Creates a culture of excellence and professionalism as it relates to customer service, employee relationships and interdepartmental interactions.
    • Coaches, mentors, and motivates the Front Office Team to provide an exceptional guest experience, consistent with industry-observed luxury travel standards (AAA / Forbes).
    • Creates a culture of accountability through quality control metrics for Guest Service performance.
    • Develop department members’ knowledge and skills through education, training and coaching.
    • Ensures integration and teamwork for the department in a positive environment.
    • Responsible for quality, consistency and presentation of all products delivered to guests.
    • Assure all safety policies and procedures are followed.
    • Utilize technology to ensure maintenance of property is consistent with industry-observed luxury travel standards (AAA / Forbes).
    • To attend training and meetings as and when required.
    • To report for duty punctually and to maintain a high standard of personal appearance and hygiene.
    • Adhere to the hotel and department personal appearance standards.
    • Ensure prompt and discreet notification to leadership team and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
    • Other duties as assigned.


    • Bachelors’ Degree required; Hospitality Management Degree preferred.
    • Minimum five (5) years of experience in hospitality leadership role, preferably Front Office.
    • Must possess the ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
    • Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
    • Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
    • Must possess the ability to take charge, make improvements, build teams and make decisions.
    • Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.
    • Must possess good knowledge of computers.
    • Must be detail oriented.
    • Must possess excellent time management skills.
    • Must be willing and able to work flexible hours including evenings, weekends.
    • Must be mobile in order to visit guest rooms, storage areas, offices and other spaces.


    Work Environment:

    • May be exposed to casino related environmental factors including, but not limited to, second hand smoke and excessive noise.
    • While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.
    • This position requires a considerable amount of physical activity; should be able to
      • Work a full shift standing
      • Lift/Push/Pull/Carry objects up to 50 lbs
      • Ability to walk, bend, kneel and climb stairs throughout full shift
      • Ability to work inside and outside; Subject to all weather conditions; including: sun, wind, and rain
      • Ability to work with chemical/agents as needed
      • Ability to work in cramped quarters; between storage areas
      • Ability to work varied hours/days, including nights, weekends, and holidays as needed
      • Hearing/speech/vision/literacy ability to have one on one communication with guests and employees and to perform job functions and duties as assigned
      • Ability to function under pressure, set priorities and adjust to changing conditions
    • The Casino environment is hectic, fast-paced and often crowded and noisy. May be exposed to casino related environmental factors including, but not limited to, second hand smoke, excessive noise and constant exposure to general public.
    • Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.
    • Complete and adhere to specific training and requirements regarding BBP, PPE and Standards Execution.


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