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  • 3950 South Las Vegas Boulevard
    Las Vegas, NV 89119

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Assistant Front Desk Manager (Mandalay Bay)

MGM Resorts International • Las Vegas, NV

Posted 22 days ago

Job Snapshot

Full-Time
Hotel - Resort
Hospitality - Hotel

Job Competition

75+

Applicants

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Job Description

Grade:

Become one of the stars behind the show and become part of the world’s most powerful entertainment brands. Our Company has one exciting mission: To entertain the human race.
  • Supervise assigned operational functions within the department consistent with the strategic plan, fiscal budget, and Company's short-term and long-term profitability objectives.
  • Supervise the delivery and measurement of guest service standards within the Front Desk, consistent with established guidelines/standards.
  • Supervise accountability processes for the Front Desk; ensure compliance with budgetary guidelines, Company policies, established departmental guidelines/standards, and legal requirements.
  • Supervise Human Resources responsibilities for the Front Desk.
  • Create a work environment that promotes teamwork, recognition, mutual respect, and employee satisfaction.
  • Work closely in mentoring/coaching Front Desk staff in additional tasks/responsibilities to optimize advancement opportunities available for subordinate staff.
  • Monitor Front Desk Agents' work schedules, enforce break/lunch schedules, provide early-outs and overtime based on budgetary guidelines, volume, forecasts, and departmental needs.
  • Provide ideas/suggestions for new products, services, technology, and processes to ensure competitive position in anticipation of changing customer needs within the dynamic hospitality/gaming environment.
  • Monitor Front Desk Agents' activities for quality assurance.
  • Evaluate Front Desk Agents' performance and provide coaching/progressive counseling when applicable; conduct annual performance appraisals as required.
  • Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
  • Develop/maintain current knowledge/familiarity with all Hotel services/features and local attractions to respond to guest inquiries.
  • Provide guest resolution for all issues/concerns beyond the scope of authority designated to Front Desk Agents, in an expedient and professional manner; exceed expectations and ensure guest satisfaction.
  • Assist the Hotel Operations Manager with daily administrative duties as needed/requested.
  • Promote a free exchange of ideas among employees to continuously improve guest service and job satisfaction.
  • Advise management of any discrepancy, potential security issue, and/or area of concern which may have a negative impact on the department/Property.
  • Maintain constant awareness of safety and accident prevention.
  • Ensure that all equipment and work areas are kept stocked, clean, neat, and in working order.
  • Inventory supplies and ensure necessary items are ordered as needed.
  • Complete all projects assigned by management in a timely and professional manner.
  • Establish and maintain an effective working relationship with all departments within the Casino and Resort.
  • Perform assigned duties during emergencies. Ability to work under pressure, or in an emergency, in a calm and rational manner.
  • Train Front Desk Agents, as necessary, to ensure departmental standards are met.
  • Perform all of the functions of a Front Desk Agent at a high level of expertise, offering technical guidance/assistance as needed.
  • Performs all other job related duties as requested.

Required:

  • At least 2 years of previous Front Desk experience at a major hotel/casino resort complex.
  • Ability to perform a myriad of duties with extreme care and attention to detail while working in a fast-paced and busy environment.
  • Ability to maintain confidentiality of sensitive information.
  • Working knowledge of Sarbanes-Oxley.
  • Working knowledge of organizational methods.
  • Excellent customer service skills.
  • Able to lead and mentor a team.
  • Have interpersonal skills to deal effectively with all business contacts.
  • Professional appearance and demeanor.
  • Work varied shifts, including weekends and holidays.
  • High school diploma or equivalent.
  • Working knowledge of Microsoft Word, Excel, and Outlook.
  • Able to effectively communicate in English, in both written and oral forms.

Preferred:

  • Additional education at the college level associated with Hotel or Business Administration.
  • At least 3 years of previous supervisory experience.
  • Working knowledge of hotel Property Management System (LMS).
  • Bilingual.
  • Previous experience working in a similar resort setting.
Job ID: 110231
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