Job Description

Supervise Front Desk Clerks, Rooms Controllers, Concierge, Reservations, PBX and

Arcade. Handles scheduling, payroll, variances, Team Member files, up sell program,

rate/inventory management and guest/associate relations.

• Processes non-guaranteed, casino and other general reservations to ensure hotel

occupancy is maximized.

• Attend meetings and give shift briefings daily.

• Ensure manager’s bank is counted and bank out procedures are followed.

• Monitor reservations and ensure billing is set up correctly and guests are processed

in a timely manner.

• Ensures all associates are logged in answering the phone with in 3 rings, and

abandonment rate is kept at 3% or lower.

• Set the example and tone for the office with a friendly, courteous, and professional

manner while utilizing IP direction skills.

• Ensure staff keeps standards high and maintain IP policy and procedures.

• Constant knowledge and use of the following systems: hotel, player system and

flight system.

• Constant knowledge of airport policies and procedures.

• Constantly coach, train and counsel associates on policy and procedures and

update associate files.

• Constantly creates and ensures a fun-filled and exciting environment where the

flawless delivery and execution of service excellence is paramount.

• Constantly demonstrates a positive and enthusiastic demeanor to guests,

• Constantly ensure staff adheres to all company policies and procedures.

• Constantly ensures Signature steps are being followed.

• Constantly maintain a good working relationship with the entire casino and hotel

staff.

• Constantly maintains knowledge of Hotel, Community and Special Events to provide

guests with superior service.

• Constantly oversees entire Hotel Front Office (Front desk clerks, concierge, room’s

controller, PBX, reservations and arcade).

• Constantly review office budget, supplies and financial statements.

• Constantly train and empower all staff to service guest’s problems/complaints and

ensure they are resolved in a prompt, courteous and efficient manner.

• Frequently assist management to develop and maintain budget reports, evaluate

monthly progress of the air office in relation to budgets and make changes as

necessary.

• Frequently communicate needs of guests to front desk, transportation, room

service, special events, hosts and credit department as needed.

• Frequently enrolls group data into computer.

• Frequently handles invoices, check requests and contracts.

• Occasionally assists in the assembly and distribution of envelopes for guests.

• Occasionally monitor rates and inventory to ensure hotel is being properly yielded to

maximize occupancy, rate and ensure the casino has rooms for their players

Qualifications

• High school diploma or equivalent.
• Two years related experience in hotel operations required.
• Strong organizational skills with the ability to use a computer and grasp numerous
computer programs.
• Must have superior customer service skills, excellent written and oral
communication with the ability to effectively communicate and present
departmental goals and results.
• Guest service experience required

Additional Information

Boyd Gaming is proud to be an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Boyd Gaming is proud to be an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.