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Company

Santa Ana Star Casino HotelSee more

addressAddressBernalillo, NM
type Form of workFull-Time
CategoryEngineering/Architecture/scientific

Job description

Job Description

Summary:

Provides a high level of focus on guest satisfaction through building an exceptional front office department. Responsible for supervising, managing, and overseeing the front office daily operations and monitoring the Call Center if necessary, Pool, Business Center and Fitness Center daily.

Major Responsibilities/Activities:

  • Assists the Front Office Manager in creating, developing and implementing an effective strategy for the front office, back office and front services, ensuring maximum guest service and satisfaction is achieved.
  • Assists in the management of the room inventory function to maintain highest possible room occupancy and ADR (Average Daily Rate).
  • Maintains procedures for credit control, handling of financial transactions, security of monies, guest security and emergency procedures.
  • Guides and supports the Front Desk Team Members in daily responsibilities.
  • Reviews departmental guest complaints, ensuring corrective action is timely and effectively taken.
  • Controls the daily host block to ensure suites and special room blocks are handled properly.
  • Communicates with other departments to ensure proper handling of guests and groups.
  • Reviews the performance, productivity and efficiency of team members including, but not limited to, periodic evaluations.
  • Handles guest complaints and supports all guest service programs.
  • Understands, adheres, and enforces departmental and company policies and procedures.
  • Exhibits passion for the hospitality and gaming experience of our guests’.
  • Takes personal responsibility for delivering excellent guest experience.
  • Perform other duties as assigned.

Minimum Requirements:

  • Preference is given to qualified Santa Ana Tribal Members.
  • High school diploma or GED required.
  • Must be 21 years or older.
  • Strong knowledge in PMS (Performance Management System) is required, V1 experience is preferred.
  • Strong interpersonal, motivational and leadership qualities needed.
  • Experience in interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members is required.
  • Excellent written and verbal communication skills including the ability to successfully communicate with multiple levels of management.
  • Must be able to obtain and maintain a Pueblo of Santa Ana Gaming and Regulatory Commission key gaming license.

Essential Mental Functions:

  • Strong interpersonal spirit with a hands-on approach, “walking the talk.”
  • Highly motivated, energetic individual with a proven track record of achievements.
  • Excellent multi-tasking skills, exceptional time management skills.
  • Obtain and maintain most current information regarding applicable Tribal, State, Federal, and Gaming policies, procedures, rules, and regulations.
  • Proven ability to provide outstanding guest service.
  • Proven ability to handle conflict situations.
  • Must have excellent problem solving abilities.
  • Must have strong analytical skills.
  • Must be able to work in a fast paced environment.
  • Must be able to deal with stressful situations in a professional manner.
  • Must be a Team Player.

Essential Physical Functions:

  • While performing the duties of the position, the team member is frequently required to stand, walk, turn, use hands and fingers to handle and feel, reach with hands and arms, talk and hear.
  • Must be able to lift up to 25lbs and occasionally lift and/or move up to 50 pounds.
  • Must be able to work at a fast pace and in stressful situations.
  • Must be able to maneuver around the office and the facility to collect all necessary materials and documents.
  • Must be able to walk and stand for long periods of time.
  • Physical ability to safely perform the essential job functions of the position.

Equipment Used:

  • Good knowledge of spreadsheet and word processing required with use of Microsoft products including Word, Excel, and Outlook.
  • Knowledge of PMS systems required with use of Agilysys V1 software preferred.
  • Copiers, Fax Machines, and other traditional office equipment as required.

Work Environment:

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually loud. Team Member duties are performed indoors in a climate controlled and second-hand smoke-filled environment.

Hazards include working around moving equipment. Equipment must be properly used or they can be potentially hazardous.

Refer code: 3293169. Santa Ana Star Casino Hotel - The previous day - 2023-03-22 02:42

Santa Ana Star Casino Hotel

Bernalillo, NM
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