Hotel Front Office Manager

Position Overview :

The primary responsibilities of the Manager – Hotel Front Office are to oversee the daily operations of the Front Office.

All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures.

Essential Duties & Responsibilities :

Successfully manage a 5-Star and 5-Diamond Front Office Team.

Must have a complete knowledge of and comply with all departmental policies, procedures and service standards.

Monitor team performance in all phases of service and job functions; rectify deficiencies.

Manage daily suite inventory.

Resolve guest complaints, ensuring guest satisfaction.

Review daily business levels and prepare for critical situations.

Establish par levels of supplies and equipment.

Answer phones as needed.

Maintain cleanliness, sanitation and organization of assigned work areas and overall office.

Develop and maintain ongoing training initiatives.

Seek ways to improve quality.

Recruit candidates who demonstrate The Venetian Resort’s core values.

Work with others, communicate well, give direction, review the work of others, and provide guidance and counsel when needed to achieve department goals and objectives.

Maintain a positive attitude toward work and interface with hotel guests in a congenial and polite manner.

Address stressful situations with clients with dignity and the utmost tact and politeness.

Work in a fast-paced, busy, and somewhat stressful environment.

Respond to visual and aural cues.

Manage staff and organize department functions in accordance with company guidelines.

Delegate tasks and department assignments or projects, meeting deadlines related to those assignments.

Focus on achieving the goals or objectives of the department using available resources (staff and budgetary).

Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and / or product quality.

Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures.

Safety is an essential function of this job.

Consistent and regular attendance is an essential function of this job.

Performs other related duties as assigned.

Company Standards of Conduct

All The Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.

Minimum Qualifications :

21 years of age.

Proof of authorization / eligibility to work in the United States.

High School Diploma or equivalent.

Must be able to obtain and maintain a valid Alcohol Awareness Card and any other certification or license, as required by law or policy.

5 years Front Desk Management experience working in a high-end property.

Prefer work experience in a 4 or 5 star hotel / resort.

Bi-lingual in Spanish a plus.

Ability to operate the following equipment : computer, 10 key adding machine, electronic key machine, phones, credit card swiper, printer, fax machine, copier machine, and other common office equipment.

Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.

Must be able to work varied shifts, including nights, weekends and holidays

Physical Requirements :

Must be able to :

Lift or carry 20 pounds, unassisted, in the performance of specific tasks, as assigned.

Physically access all areas of the property and drive areas with or without a reasonable accommodation.

Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.

Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.

Ability for prolonged periods of time to walk, stand, stretch, bend and kneel.

Work in a fast-paced and busy environment.

Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.