walk-out balcony suites; 100,000 square feet of flexible meeting space; the world's largest arcade spread throughout the property which includes a 45,000 square foot indoor raceway. The newly open ISLAND Waterpark, a state of the art all year-round resort highlight is the largest indoor beachfront waterpark in the world, featuring 120,000 square feet housing 11 waterslides, a one-of-a-kind slide island, surf simulator, an indoor boardwalk, Paradise adult island and much more.
The true fun and excitement of the Showboat Resort is its employees. Joining our team means immersing yourself in an environment that thrives on teamwork, mutual support, and a shared position for delivering exceptional
guest experiences to make Showboat Resort Atlantic City's destination of choice. You will have the opportunity to collaborate with colleagues from each exciting area of the resort so that you will contribute to a dynamic and exciting work environment that continuously exceeds guests' expectations.
Join us and let's work together to make Showboat resort the premier choice for families and fun seekers looking for unforgettable experiences. JOB SUMMARY/PURPOSEThe Front Office Manager is responsible for coordinating and managing the front desk operation while maintaining high qualityof guest service in the hotel's continuing effort to deliver outstanding guest service and financial profitability.
DUTIES & FUNCTIONS (See physical requirements section for more information)• Provide day to day leadership to the front office team and ensure that all departmental goals are met.
• Effectively schedule, monitor, and evaluate controllable expenditures to stay within the restraints of the established budgetthrough: wage control, purchasing control systems and proper inventory levels. • Operate the Front Office and related departments within budgetary guidelines and in response to actual business conditionsand participate in the preparation of rooms forecast. • Develop and implement policies and controls on issues relating to front office and related operations to includecash/check/credit card handling, credit procedures, guest services, handling of guest complaints, up selling and " walkprocedures"• Establish goals for the Front Office and related departments, analyze financial reports, anticipate and resolve problemsconcerning all facets of the front office and related departments anticipate trends, enact approved service, profit oriented andcost saving ideas/activities.
• Work closely with the Sales department regarding VIP and special requests, group pick-ups and cut-off dates, and blockingrooms; with Engineering on out of order rooms and blocking rooms for maintenance; and with Housekeeping on all roomsrelated issues affecting the front office.
• Understand, operate and troubleshoot front office, telephone and computer systems. • Maintains purchasing, receiving all items relating to telephones, internal physical items such as plants, business center, etc. according to policy. • Plans and coordinates all functions effectively. • Provide high level of customer service and maintains a high profile in the day to day rooms operations. • Ensure that all employees meet the uniform standards at all times which includes clean uniforms, neat presentation, properdaily hygiene and use of name tags.
• Ensures that guests receive excellent service by training, motivating and properly managing the team members. • Oversees and supervises guest arrivals and departures with front office team and department managers. • Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fastsolution. • Ensure constant communication and coordination between housekeeping and department heads to ensure smooth operation. • Ensures team members have current knowledge of hotel products, services, facilities, events, pricing, policies and knowledgeof the local area and events.
• Sets goals and expectations for direct reports that align performance and rewards, addresses performance issues and holdsstaff accountable for successful results. • Partners with Human Resources to manage the talent acquisition and retention strategy which includes forecasting talentneeds, attracting, developing and supporting the right people. • Manage and lead team according to established company policies and procedures. • Takes ownership of the department and be ready to step in and support employees as needed to ensure efficient operation.
• Attend meetings/training as required by management. • Perform duties, special assignments and projects as requested by management.156 - Front Office Manager I. docx 1/25/2019• Participate in Manager On Duty (MOD) coverage. QUALIFICATION STANDARDSGeneral Requirements• Ability to attend to guests, associates and management in an attentive, friendly, courteous and service oriented mannerwhich requires strong customer service as well as written and oral communication skills. • Maintain a warm and friendly demeanor at all times. • Must be able to speak, read, write and communicate in English to adequately perform the duties of the job.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. • Must be able to multitask, delegate and prioritize to meet deadlines. • Attend all hotel required meetings and trainings. • Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives. • Must be able to maintain confidentiality of information. • Must be able to show initiative, including anticipating guest or operational needs. • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform/attire andnametag.
• Comply with company, hotel and brand standards and regulations to encourage safe and efficient hotel operations. • Employee must be able to maintain standards of attendance and punctuality and must be able to work varying schedulesthat include evenings, weekends, holidays and extended hours as business dictates. Education & Experience: • High School diploma / GED or equivalent education/experience required. • 3+ years of front desk experience required. • Computer experience with basic proficiency in Microsoft office and hotel property management systems required.
Physical Requirements• While performing the duties of this job, the employee is required to stand, walk, balance, reach, push, pull, lift, grasp, feel, talk, hear, see, smell, taste, climb in and out of vehicle and perform repetitive motions that require manual dexterity duringand throughout their shift. • This position requires the exertion of up to 50 pounds of force and lifting up to 50 pounds occasionally. • The employee is required to have visual acuity to prepare and analyze data and figures, operate machinery, tools andvehicles, view computer terminals, determine accuracy, neatness and thoroughness of work quality, and make generalobservations of facilities.
• This position is primarily indoors and may subject the employee to high or cold temperatures from machinery and moderatenoise level and require frequent use of computers, 10 key touch, copiers, facsimiles, keyboards, telephones and other deviceslike radios and headsets. EMPLOYEE ACKNOWLEDGMENTPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties orresponsibilities that are required of the employee for this job.
Duties, responsibilities and activities may change at any time withor without notice.
