HOTEL FRONT OFFICE SHIFT MGR
Job Posted: Friday, April 24, 2026
Closes: Tuesday, May 5, 2026
We are looking for individuals whom exemplify compassion and genuine care of others, team players who will display faith in each other and honor commitments. Smiley faces with dedication and voluntary accountability, are going to be an integral part of a great success. We cherish problem solvers, who take personal responsibility in delivering exceptional guest experience. We welcome those who want to be in a team environment, where values and principles are always upheld and exemplified.
JOB SUMMARY: Provides high level of focus on guest satisfaction through building an exceptional front office department. Responsible for supervising/managing/overseeing the front office.
SUPERVISION EXCERCISED: Front Desk Agent and Night Auditor.
LICENSE REQUIRED: Must obtain and hold a Class II gaming license while employed and complete an annual background check with TGA.
EXTENT OF JOB AUTHORITY: Interacts effectively with the guests and team members. Provides excellent guest service at all times, directly supervisors and oversees all front office team members, delivers upon established goals and objectives.
MINIMUM EDUCATION REQUIRED FOR POSITION: High school diploma or GED. One to two year’s related experience and/or training; Bachelor's degree from a Four-Year College or university; or equivalent combination of education and experience.
PHYSICAL REQUIREMENTS: Successful team member is required to regularly talk or hear. The team member is frequently required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The team member is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The team member must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Will be required to monitor team member performance often through visual inspection. Will be expected to distinguish among varying levels of cleanliness and colors.
SPECIFIC SKILLS/KNOWLEDGE/EXPERIENCE REQUIRED FOR POSITION: In order to be successful in this position candidate must have specific hospitality experience, working knowledge of PMS is required. Strong interpersonal spirit with a hands-on approach, “walking the talk.” Strong communication and organizational skills and attention to detail are critical for success. Previous supervisory experience is required. Must know correct business English, including grammar, spelling, punctuation.
SPECIFIC DUTIES PERFORMED: This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.
- Ensure and maintain compliance with all ordinances, laws and other communicated expectations including but not limited to: NIGC Regulations, Yakama Gaming Ordinance, State Gaming Compact, Tribal Internal Controls and other communications from regulatory personnel.
- Assists the Front Office Manager in creating, developing and implementing an effective strategy of organization for the front office and back office, ensuring maximum guest service and satisfaction.
- Assists with achieving budgeted revenues and expenses while maximizing profitability related to guest service.
- Assist with interviewing prospective new team members.
- Assisting with creating and modifying team member schedules.
- Assists in the management of room inventory function to maintain highest possible room occupancy and ADR.
- Maintains procedures for credit control, handling of financial transactions, security of revenues, guest security and emergency procedures.
- Guides and supports Front Desk team members in daily responsibilities.
- Reviews guest complaints, ensuring corrective action is timely and effectively conveyed.
- Communicates with other departments to ensure proper handling of guests and groups.
- Maintains adequate staffing levels for the Front Desk area by interviewing, selecting, training, scheduling, evaluating, assisting with career development, promoting and disciplining as appropriate.
- Participate, collaborate and assist Patron Services by accessing the read only portion of the system to provide guests with current point status for hotel related redemptions.
- Review the performance, productivity and efficiency of team members including, but not limited to, periodic evaluations.
- Handles guest complaints and support all guest service programs.
- Understands and adheres to regulatory, department and company policies and procedures.
- Effectively and efficiently manage expenses, labor costs and staffing objectives while achieving highest guest satisfaction.
- Partakes and contributes in development, maintenance and management of training programs, guide and support front office team members in daily responsibilities.
- Responsible for initial front services team member training, as well as ongoing staff training.
- Exhibits passion for the hospitality and gaming experience of our guests.
- Takes personal responsibility for delivering an excellent guest experience.
- Knows the overall property, the gaming offerings, and their locations.
- Builds relationships inside and outside of their department / team to improve ways of working and provide a great guest experience.
- Models for the team, a strong work ethic and is visible, available and present for the guest and their team.
- Identifies ways to improve workflows and processes to work smarter and increase efficiency.
- Proactively shares guest feedback with executive management and peers in the spirit of continuous improvement.
- Seeks to share and improve processes and workflows based on guest feedback.
- Finds ways to make good use of their strengths and talents.
- Embraces “Keys to Success” initiative to provide upward mobility to Yakama Tribal Members.
Revised 01/2020
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