Location: Pala, CA

Responsible for organizing, planning, directing and controlling of the Reception Desk operations, Asst. Hotel Managers, Bell staff , and Concierge Services. 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. Reporting directly to Director of Hotel Operations.

• Minimum five-year experience in a high volume hotel environment, preferably with a casino.
• Experience with bargaining units preferred.
• Should have personal computer skills; Microsoft Office 2000 Suite including Outlook program knowledge preferred.
• Should have proper phone etiquette, strong people and communication skills.
• Should have mathematical, analytical and reasoning ability.
• Should read, write, speak and understand English.
• Five or more years of supervisory experience.
• Ability to deal with difficult situations.
• Bachelors Degree preferred with emphasis in hospitality or business management.

Essential Job Functions:

• Knowledge of room availability at all times for future and present dates.
• 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.
• Ensure training programs for all areas are up to date and relevant.
• Ensure job descriptions for each team member classification are updated.
• Control payroll costs, ensuring sufficient coverage at any given time.
• Ensure the department is properly equipped with stationery etc. and that costs are kept to a minimum.
• To attend and hold departmental staff and individual meetings.
• 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 Asst. Hotel Managers and Team Members.
• 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.
• Create an atmosphere of high morale and a happy working relationship among Team Members.
• Administer to all Team Members the company policies and procedures pertaining to hotel regulations and standards.
• Check guest fax machine and ensure proper procedures for operating this machine is carried out.
• Check e-mail correspondence and ensure procedures for handling inquires and requests are handled in a timely manner.
• Control the suites to prevent overbooking and ensuring casino guest availability.
• Assist Team Members in registering and setting of guest accounts and prepare reports as requested by management.
• Ensure the productivity and efficiency of Reception Desk., Assistant Hotel Managers, Bell staff, and Concierge services by constantly overseeing work done.
• Ensure that Team Members are always aware of room availability and do not inform walk-ins that the hotel is full without directive from the Director, Hotel Manager or Reservation/PBX Manager.
• Checking that the literature at the Reception Desk and Guest Service Desk is always up to date.
• Ensuring that workspace and office are always clean and tidy.
• Maintain weekly attendance sheets and approves payroll and over-time.
• Maintains harmony among Team Members and resolves grievances.
• Performs other duties as assigned.