CORE RESPONSIBILITIES:
Works closely with the Executive Director of Hospitality to implement strategic Initiatives
Lead the implementation of policies, operating procedures, training programs, manuals, directives, work schedules, rules and regulations for all front desk and concierge operations team.
Responsible for employee engagement of the front desk operations team, utilizing the tools provided and through coaching, training, rewards and development.
Provides leadership and direction to maintain and improve the guest experience within front desk and concierge operations, consistent with the company’s service standards.
Participates with: Interviews, candidate selections, training, supervision, counseling and coaching of front desk operations staff for the efficient operation of the department.
Perform other duties as assigned
SUPERVISION:
Front Desk Clerks/Concierge Clerks
QUALIFICATIONS:
MINIMUM REQUIREMENTS:
Two (2) years of experience in the direction and management of employees in a similar hotel environment.
PREFERRED:
Previous experience managing employees under a collective bargaining agreement.
AAA or Forbes knowledge.
Technical knowledge and experience with LMS
Technical knowledge and experience with HotSOS or other service optimization system.
Previous experience working in a similar resort setting.
Ability to communicate in Spanish and or Asian Languages.
CERTIFICATIONS, LICENSES, REGISTRATIONS:
Proof of eligibility to work in the US
KNOWLEDGE, SKILLS, AND ABILITIES:
Working knowledge of hotel management systems and operations.
Ability to establish guidelines for proper staffing to maximize efficiency and minimize labor costs.
Broad management and leadership knowledge of front office operations.
Ability to utilize guest service satisfaction performance metrics from Guest View, TripAdvisor, Yelp, etc.to generate action plans to address service opportunities.
Ability to influence others to accept practices and approaches related to hotel operations.
Excellent interpersonal skills to deal effectively with guests, management, employees and other outside contacts.
Excellent customer service skills.
Able to lead and mentor a team.
Excellent organizational skills; be able to function under time constraints and deadlines with attention to detail.
Effective listening abilities and be able to make strong judgment call.
Intermediate to advanced knowledge of Microsoft PowerPoint, Outlook, Word and Excel.
Ability to effectively communicate in English, in both oral and written forms.
Technical knowledge and experience with property management systems.
Ability to work varied shifts, including weekends and holidays
PHYSICAL DEMANDS:
Must be tolerant of varying conditions of noise level, temperature, illumination, and air quality.
May be exposed to smoke.
The noise level in the work environment is usually moderate to loud.
Constant contact with executives, department management, employees, and guests.
Prolonged sitting or standing and mobility.
Balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, repetitive motions Lift, carry, push, pull or otherwise move objects and/or move up to 50 pounds occasionally.
Eye/hand coordination.
Use of standard office equipment.
Ability to distinguish letters, numbers, and symbols.
Equal Opportunity Employer:
Palms Casino Resort provides equal employment opportunities to all team members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Palms Casino Resort, its affiliates and subsidiaries, will make reasonable accommodations in compliance with applicable law.
We are committed to creating a work environment where the growth and well-being of our team members is the top priority. Join our team today!