Location: Pala, CA Responsible for the effective and efficient operation of all departments assigned to his/her supervision.  Ensures that all Hotel, 4 Diamond standards are upheld by all Team Members. Directly supervises and coordinates activities of Team Members engaged in registering and settling of guest accounts. Ensures that the highest standards of quality and service are always maintained. Reports directly to the Hotel Manager.

• Minimum two-year experience in a high volume Hotel environment, preferably with a Casino.
• Should have personal computer skills; Windows Microsoft Office Suite including Outlook program knowledge preferred.
• Should have proper phone etiquette, people and strong communication skill.
• Should have mathematical, analytical and reasoning ability.
• Should read, write, speak and understand English.
• Two or more years of Supervisory experience.
• Ability to deal with difficult situations.
• College Degree preferred with emphasis in Hospitality or Business Management.

Essential Job Functions:

• Responsible for the operations of the hotel in the absence of Hotel Department Heads/Hotel Director.
• Ensure the productivity and efficiency of Front Desk – Guest Service Rep’s, Business Center, and Pool/Cabana Services by constantly overseeing work done.
• Assist Team Members in registering and settling of guest accounts.
• Responsible for the correct handling of groups – arrivals, luggage, account instructions, departures, and staffing level for groups.
• Ensure that Team Members are always aware of room availability.
• Ensure that all Team Members are adhering to company policies & procedures and hotel service standards.
• Proper channeling of all guest complaints received, according to hotel procedures and strict liaison with the Executive Assistant Hotel Manager/Hotel Director.
• Knowledge of room availability at all times, for future and present dates.
• Proper balancing of shift cash-outs and regular cashier bank checks.
• Up selling of rooms by selling rooms at rack rate and offering fewer discounted rates and by selling suites when filling hotel.
• Maximizing occupancy by utilizing yield management and over-booking factor.
• Control payroll costs, ensuring sufficient coverage at any given time.
• Maintains weekly attendance sheets and payroll.
• Ensure the Department is properly equipped with office supplies.
• Regularly check appearance and uniforms of the staff.
• Check that the attitude is always exceptional.
• Ensure service is always of the highest degree.
• Always be on the look out for new ideas, study, and standardize procedures to improve efficiency of Team Members and realistic improvements.
• Ensure that Operating Equipment is always in perfect working condition.
• Handle any problems and guest complaints when necessary.
• Be constantly aware of the different rates and those of competitor hotels.
• Be aware of special promotions within the hotel.
• Ensure close communication with other departments in the hotel.
• Help create an atmosphere of high morale and a positive working relationship among Team Members.
• Check guest fax machine and ensure proper procedures for operating this machine is carried out.
• Check e-mail correspondence and ensure procedures for handling inquiries and requests are handled in a timely manner.
• Control suites to prevent overbooking and ensuring casino guest availability.
• Checking that the literature at the Front Desk, Business Center, and Pool/Cabana is always up to date.
• Ensuring a daily bucket check and Room Rate posting report are reviewed and correction completed prior to close day.
• Ensuring that workspace and office are always clean and tidy.
• Maintains harmony among Team Members and resolves grievances.
• Performs other duties as assigned.