Front Desk/Reservation Manager

Northern Quest Airway Heights , WA 99001

Posted 3 months ago

Job Description:

  • Ensures compliance with the Kalispel Tribe of Indians Internal Controls and Northern Quest Resort and Casino Policies and Procedures.

  • Develops policies and procedures to ensure compliance with Tribal, State, Federal and NIGC regulations and ensure an adequate internal control system is in place.

  • Works directly with the Front Office Manager and the reservation system availability to ensure the maximum revenue generation; while not turning rooms away in a low occupancy period.

  • In conjunction with the Front Office Manager and Revenue Manager establish recommended applicable rates and other restrictive conditions far in advance to the dates in question.

  • Monitoring inventory to third-party vendor for rooms sales on the world wide web (GDS).

  • Work closely with Director of Loyalty Marketing to host player's club programs.

  • Create leisure packages which contain components of resort amenities in conjunction with the Front Office Manager and Revenue Manager.

  • Responsible for maintaining a consistent, regular good attendance record.

  • Ensure control/protection of company assets.

  • Develop Key Performance Indicators (KPI's) to maximize revenue growth and efficiencies within Reservation Department.

  • Supervises PBX /Reservations Supervisors, Group Coordinator, and Front Desk Supervisors.

  • Staff the Reservations Department according to call volume and the Front Desk Department according to arrivals and departures and ensure the accuracy and timely submittal of the department's work schedules.

  • Conduct interviews, reviews, and disciplinary action as necessary.

  • Works closely with the Direct of Sales, Group Coordinator, and Sales Managers to control group blocks.

  • Familiar with all yield management principles.

  • Disseminate special request information to appropriate departments.

  • Ensure that all new and existing Agents are being supervised on scripted techniques.

  • Ensure properly trained team members are present to service the guest and that the necessary timely performance of hotel interrelated functions are expeditiously completed.

  • Monitors the selling technique of the team members and implements/follows-through with corrective measures.

  • Design and maintain an Up-Sell Program

  • Daily and weekly payroll monitoring to ensure maximum productivity and service, while staying within budgetary guidelines.

  • Completes all dates/prioritized goals and objectives in a timely manner.

  • Maximizes office productivity through proficient use of appropriate software applications..

  • Assists in developing office budget and initiates cost reduction programs.

  • Ensures department presents a friendly, professional non-rushed approach when answering phones and working with guests.

  • Assume responsibility of hotel master keys.

  • At the beginning of the shift, familiarize self with the following:

  • Room situation in the hotel

  • Staffing for day's arrival/departures

  • VIP arrivals & departures

  • Meet with Front Desk Supervisors and discuss:

  • VIP/Pre-registration/Tour

  • Group arrivals/departures

  • The day's activities, special projects, and items to be conveyed to the Front Office Team Members

  • Inventory strategy

  • Follow and enforce proper cash handling procedures.

  • Review Credit Report and act on appropriate accounts.

  • Ensure that computer system is monitored and follow through on any corrections necessary with Date Processing and the night audit process.

  • Adhere to department, AAA and Forbes standards

  • Create a four-diamond / four-star image and promote goodwill for Northern Quest Resort and Casino.

  • Ensures all guarantees, advance deposits, cancellations, and waitlists are handled according to Front Office Department procedures.

  • Deals with guest complaints/requests expeditiously when approached.

  • Performs daily tours of the areas of responsibility to ensure professional appearance, cleanliness, and saleable presentation is well maintained.

  • Knowledgeable of all gaming amenities and terminology.

  • Knowledgeable of Camas Club procedures.

  • Knowledgeable of packages, rates, and promotions resort wide.

  • Has a full knowledge of the Property Management System and all reports it generates.

  • Has a full knowledge of the Casino Management System to the extent of user access.

  • Is knowledgeable of all emergency procedures, fire alarm operations, and is able to take charge in an emergency, if needed.

  • Knowledgeable of all federal and local laws as they relate to and govern the operation of the hotel.

  • Advises the Front Office Manager of, and protects against any liability possibilities.

  • Ensures that OSHA regulations are complied with, within the department and/or division.

  • May be required to be a panelist for the Internal Review Hearings.

  • Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed.

  • This job description does not list all of the duties of this position. You may be instructed by the Front Office Manager or senior Management to perform other duties as assigned.

Supervisory Responsibilities

Directly manages 5-7 supervisors in the Front Office areas.

Education, Experience & Other Requirements

  • Bachelor's degree (B.A.) from a four-year college or university in a related field preferred.

  • Six years related experience and/or training; or equivalent combination of education and experience.

  • Experience in a 150+ room four star/four diamond hotel a plus

  • Payment Card Industry Training

  • Job offer contingent upon successful completion of background check and pre-employment screening.

Hiring Preference: The Kalispel Tribe of Indians is an Equal opportunity employer. Consistent with federal law, the Kalispel Tribe of Indians applies Indian preference in employment. It is the policy of the Kalispel Tribe of Indians to give preference in hiring, promotions, and transfers into vacant positions to qualified applicants in the following order: 1) Kalispel Tribal Members; 2) Spouse of an enrolled Kalispel Tribal Member; 3) enrolled members of other Indian Tribes; 4) all other applicants. At-Will Employment: Employment with the Kalispel Tribe of Indians is at-will and can be terminated with or without cause, and with or without notice, at any time, either at the option of the employee or the Kalispel Tribe of Indians. Drug Testing: The Kalispel Tribe of Indians is a drug free work place. All applicants are subject to drug testing at the time of hire and at unannounced times during employment. Background Investigation: All candidates and employees may be subject to a background investigation.

Kalispel Hospitality: Deliver Kalispel hospitality, find a path to YES, and provide a warm smile and greeting.


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Front Desk/Reservation Manager

Northern Quest