Posted Date 3 weeks ago(12/31/2018 11:40 AM)
    Job ID
    Hotel Operations
  • Overview

    Under direction of the Front Office Manager, the Assistant Front Office Managers will be responsible for overseeing the daily tasks of Front Desk Representatives, Rooms Controllers and Concierge Staff, along with Pool and Beach Team Members.  This position will oversee the guest service provided to a range of clientele, all of which are expected to be treated with first-class service in all aspects.   


    • 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.
    • Trains, appraises and supervises all team members within Front Office Operations.
    • Works with Lodging Management System (LMS) to ensure successful guest experiences.
    • Manages daily work assignments of Front Office Team.
    • Process and maintain departmental reports.
    • Maintain staffing based on daily volume.
    • Performs duties of VIP Agent or VIP Services Manager if necessary.
    • Responds to special requests of guests, as well as guest concerns and inquiries in professional, efficient and courteous manner.
    • Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations.
    • 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 Front Office performance.
    • 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 three (3) years of experience in hospitality leadership role or education equivalent.
    • 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 (Excel, Word, Outlook, etc.)
    • 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.


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