Front Office Manager Assistant - Casino jobs in Virginia

The Assistant Front Office Manager is responsible for providing support to the Front Office Manager on managerial duties, training, and being “on call” while the Front Office Manager is off on the schedule. This team member works regularly scheduled front desk shifts and must be available to work any shift as needed due to staff shortages. They will provide support to the Front Desk and ensure policies and procedures implemented by Aikens Group, and its franchisors, are executed within the front desk department. The Assistant Front Office Manager is a member of the Front Desk Leadership Team.

Essential Duties and Responsibilities:

• Personnel Responsibilities
  • Ensures the training and onboarding of new team members is administered per the Front Desk Policy and Procedures Manual.
  • Ensures the training of all team members is orchestrated by the Front Desk Leadership Team.
  • Recognizes employees who meet or exceed guest expectations.
  • Trains team members to ensure the productivity and labor cost goals outlined by Aikens Group are achieved.
  • Clearly communicates responsibilities and expectations to all team members.
  • Assists in the interviews of new potential team members with the Front Office Manager and General Manager.
  • Conducts training for new policy and procedures.
  • Works with department heads to resolve guest complaints and maximize efficiency/guest satisfaction at the property.
  • Enforces procedures for the safety and security of guests, employees and property.
  • Maintains a positive atmosphere within their department and their property.
• Operational Responsibilities
  • Evaluates, develops, and recommends tools, policies, procedures and programs that would be beneficial for consideration.
  • Familiar with all three shifts and is responsible for coverage of front desk shifts when needed.
  • Is cross trained in a minimum of two other hotel departments.
  • Communicates with the management team regularly and makes certain the communication log is being utilized correctly and that pertinent information is being communicated between shifts.
  • Follows all guidelines in the Employee Handbook and the Front Office Policy and Procedures Manual to enforce policies and procedures outlined by Aikens Group and the hotel brand.
  • Performs and is trained on managerial duties delegated by the Front Office Manager.
• All other duties as assigned.

Knowledge, Skills and Requirements:

• Must be attentive to details.
• Be timely in all communications and requests by ownership.
• Minimum 1 year experience as a supervisor or 1 year as a Front Desk Agent.
• Must have the ability to work independently and use independent judgment with minimal supervision.
• Must produce high-quality work that has been proofed and is error free.