Sr Front Office Manager

Sr Front Office Manager - VIP Services

5-Star Hotel Experience required

Full time and onsite role, Las Vegas, NV

Compensation : OTE expected at $100K first year, maybe more

Job Responsibilities :

• Interact positively with guests and employees while promoting hotel facilities and services.
• Actively promote and lead by example the Company Core Values and service standards through positive interactions with all employees and guests.
• Attend, engage, and communicate Company updates to management and staff to offer an open dialogue of information and / or questions.
• Recruit, select, and hire employees to work within a diverse environment that offers an open-door policy.
• Create weekly Front Desk management schedules, ensuring proper coverage; Review all management vacation or time-off requests; Ensure weekly staff schedule is in line with the department's FTE goals.
• Control payroll expense by verifying accuracy of employee clock-ins / outs in Kronos.
• Review and disposition of all Personnel Requisitions, Transfers, eCarfs, Leave of Absence / FMLA requests and / or Disciplinary Action for all Front Desk staff.
• Create, review and update all Department policies and procedures to ensure consistency amongst all Front Desks; Communicate and enforce company policy changes.
• Coordinate same day selling strategy, campus sell-outs and up-sell opportunities with all Front Desks, Revenue Management and senior management to maximize daily revenue opportunities.
• Ensure the arrival and departure experience for all guests are in accordance to Forbes 5-Star / AAA 5-Diamond standards and the integrity of the Hotel ambiance is maintained.
• Ensure that all system training and Forbes 5-Star / AAA 5-Diamond standards are conducted on an on-going basis.
• Create and initiate staff engagement programs to positively reinforce Company Core Values, Promises and Forbes 5-Star / AAA 5-Diamond ratings.
• Ensure Department Training is conducted on an on-going basis.
• Investigate and respond to all escalated guest feedback / comments in a timely manner and address appropriately; Execute ideas to resolve challenges identified through Market Metrix
• Reviews and approves all Employee Performance Evaluations, ensuring each review is consistent, fair and issued in a timely manner; Creates and issues all Front Desk Management Performance Evaluations.
• Train and develop Front Desk Management in progressive discipline, conflict resolution, employee evaluations, one-on-one staff development and Front Desk operations.
• Create department's annual Business Plan and Budget with Executive Director of Hotel Operations and Project Analyst; Execute approved programs / projects through Quarterly Action Plans; Conduct monthly financial reviews, monitoring labor and other operational expenses to ensure the department's goal is met.
• Coordinate small group and large convention needs with Convention Sales Managers, ensuring all contractual obligations are met. Review / approve group contracted commissions to be processed by accounting.
• Daily communication with Housekeeping Director in regard to day-to-day of operational needs. Continued process review to streamline efficiency and improve the consistency of the guest experience.
• Coordinate changes to the Property Management System with Information Technology, completing User Activity Testing, training materials and communication with all Front Desks.
• Compile / execute all Senior Management Special Projects (i.e. – FTE review, staffing projections, safety updates) and submit within required deadlines.

Requirements :