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Hotel Front Office Manager

Mystic Lake Casino Hotel Shakopee Full-Time
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Job Summary:

Manages fast-paced, high-volume Hotel Front Office operation, including front desk, bell station, concierge, coat check, and information desk to ensure hospitality guest service standards are achieved in the registration and check-out of hotel guests and the provision of services for other areas. Maintains efficient and effective operations.  Uses and maintains multiple computer systems on a daily basis. Responsible for creating, developing and implementing an effective strategy of organization for the hotel, ensuring maximum guest service and satisfaction.  Objective is guest retention and repeat hotel stay to support casino. Accountable for meeting projected hotel occupancy and associated revenues.  Oversees operational supplies and approves purchase requisitions.  Supports and assists the Director of Hotel Operations and in their absence shares pertinent information to the Vice President/GM.  Assumes responsibility for a 24/7 operation, to include being on call 24 hours a day. 

Budget/Asset Responsibilities:

Prepares and maintains department and 586 hotel room nights budget. Executes necessary controls to ensure compliance with budget. Reviews monthly profit and loss statements and explains variances. Responsible for all casino comp coupons and complimentaries issued and redeemed within the department. 

Job Duties:

  1. Manages and coordinates, with the Assistant Front Office Manager and Supervisors, the registration and check-out process of hotel front office. Ensures that all group and casino functions pertaining to hotel are implemented efficiently. Prepares, implements and updates hotel policies and procedures with department to ensure compliance. 
  2. Manages and coordinates the provision of services for Coat Checks, Bell Stand, Information Desk and Hotel Front Desk to ensure guest service standards are met.
  3. Responds to guest and team member concerns and resolves issues within the scope of authority to ensure 100% satisfaction.
  4. Manages "day-of" room inventory blocks for Casino, Little Six, Group Sales, Business Council, and Board of Directors to ensure maximum occupancy.
  5. Develops departmental budget/capital expenditures and tracks hotel performance. Analyzes and adjusts short-range hotel forecasts monthly. Participates in the development of monthly room rate promotions and room pricing in coordination with Casino and Marketing departments to ensure hotel goals are met. Develops cost savings ideas and revenue enhancing opportunities.  Prepares month-end reconciliation reports. Reviews monthly profit and loss statements and explains variances. 
  6. Oversees hiring, training/development, performance management, and discipline of assigned team members, including terminations. 
  7. Approves team member schedules based on labor standards, assigns and coordinates job duties, and reviews payroll. Recommends, creates and updates departmental training manuals. 

Skills required

Time Management
Use Telephone
Provide Logistical Support
Problem Solving
Provide Service
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Job ID: 5000502499406


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Let's go have fun at work! 

Mystic Lake is a fun entertainment destination, and it is our mission to create experiences our guests value. If you want to be part of a fun, fast-paced, friendly environment in one of the most successful casinos in Minnesota or in one of the successful SMSC enterprises, you have come to the right place. Both full-time and part-time opportunities are available for quality
 people who share our commitment to service excellence.

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