Job Purpose:

Manages day-to-day Front Office operations – Reservations, Front Desk. Ensure agents are informed of pertinent information and observe agent performance providing effective feedback and guidance.

Qualifications:

· High school diploma or GED; College degree preferred

· Must project a professional and positive image.

· Proven supervisory skills.

· High energy level.

· Excellent organizational and time management skills, with the ability to set priorities for self and others.

· Good judgment and common sense.

· Ability to deal with people in a manner which shows sensitivity, tact, and professionalism.

· Ability to work a flexible schedule.

· Computer literate with knowledge of a variety of software applications including Microsoft Office.

· Excellent interpersonal and communication skills (oral & written).

· Must be able to communicate clearly and effectively with all employees and guests.

· Ability to communicate information and ideas clearly, and concisely.

· Ability to understand and promulgate written memos, instructions, regulations.

· Ability to effectively analyze and solve problems.

· Basic knowledge of mathematics, including statistics.

License Requirements:

Must secure appropriate RI mandated gaming licenses

Essential Job Functions:

· Monitors day-to-day operations to ensure that the department is meeting goals and objectives, is following policies and procedures and is providing services effectively and efficiently; takes corrective action as appropriate.

· Supervises the reservations process, hotel check-in & checkout ensuring quick, courteous and effective service is delivered routinely; assist in the process as necessary.

· Controls inventory of rooms to maximize occupancy.

· Provides support to others in the guest problem resolution process.

· Monitors the number of vacant/ready rooms available to ensure efficient check-in.

· Maintains Front Desk and MOD logs.

· Communicates pertinent information to staff.

· Reviews and signs off on Agent shift work to ensure accuracy and compliance with existing policies and procedures.

· Processes required reports each shift.

· Observes Agent performance providing timely & effective feedback.

· Ensures that Agents are maintaining a proper image in regards to grooming and uniform standards.

· Monitors Front Office areas ensuring that each is clean and properly maintained.

· Ensures that agents are informed of pertinent information including property/departmental goals and objectives.

· Establishes and maintains close working relationships with all departments ensuring maximum cooperation, productivity, morale and guest service.

· Makes suggestions for improvements in overall operations with emphasis on increasing guest satisfaction, revenues as well as reducing costs.

Physical/Mental Requirements:

· Constantly use physical movements necessary for general office duties: standing, walking, balancing, eye-hand coordination, finger dexterity, handling, wrist motion, sitting, reaching, carrying, vision, hearing, stooping, and twisting

· Constantly plan, follow directions, read, write, use math, discriminate colors, work at various tempos or work rapidly, concentrate, remember, attention to and observe details, use of ten key and personal computer

· Constantly use mental alertness to achieve high level of accuracy in completing tasks

· Ability to maintain confidential information

Working Conditions:

· Mostly indoors and generally climate-controlled environment

· Will be exposed to noise, smoke, and odors

· Working with others and independently