Assistant Manager Front Office - PCR

The Assistant Manager Front Office serves as the on‑duty operational leader responsible for the overall performance of the front office during assigned shifts. This includes VIP service execution, guest satisfaction, service recovery, team supervision, and adherence to brand and service standards. The role ensures seamless coordination across front desk, VIP services, and guest experience functions.
Core Responsibilities:
Responsible for daily operations of Hotel Front Desk and VIP Lounge, including implementation and execution of check-in and check-out procedures.
Deliver exceptional guest service with top priority given to Tribal guests and high-profile clientele, ensuring privacy, professionalism, and personalized care.
Lead by example in all guest interactions, resolving disputes, answering inquiries, and managing a team of VIP Representatives.
Effectively communicate with team members to promote a warm and welcoming work environment and maintain positive morale.
Provide superior service to guests and residents.
Maintain and integrate effective communication between Front Desk and all Hotel operations departments, including Internal Maintenance, Housekeeping, and Front Services.
Participates with hiring, training, coaching, and performance management of team members.
Assist with reporting, scheduling, and administrative tasks as assigned by the Hotel Manager.
Monitor and evaluate team members to ensure the highest levels of productivity and accordance with the policies and procedures set forth by company and departmental standards.
Maintenance of room rack and availability, while ensuring maximum occupancy and room revenue.
Assist the Hotel Manager with budgeting and forecasting with focus on long-term occupancy and revenue generation.
Monitor and control inventory, expenses, labor costs, and ensure budget adherence.
Maintain proper records regarding team members’ adherence to policies and procedures and required counseling and disciplinary actions.
Support compliance with health, safety, and company policies, as well as local regulations.
Performs other duties and projects, as requested.
Qualifications:
Must have at least 5 years of experience in hotel and/or front desk operations, with at least 2 years of supervisory experience.
Strong knowledge of hotel operations and property management systems (PMS).
Must have excellent organizational skills.
Must possess excellent people skills with the ability to lead and motivate a team and conflict resolution skills.
Must be able to effectively communicate with other managers, departments, and the general public in both written and verbal form.
Ability to lead by example in a fast-paced, guest-centric environment.
Ability to support and delegate duties.
Flexible schedule, including availability on weekends and holidays.
Ability to make decisions in a logical and timely manner.
High School Diploma or equivalent.
Physical Demands & Work Environment:
Work is performed in a lounge and office setting.
Must be tolerant to varying conditions of noise level, temperature, illumination, and air quality.
May be exposed to smoke.
The noise level in the work environment is usually moderate to loud.
Constant contact with executives, department management, team members, and guests.
Prolonged sitting or standing and mobility.
Balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, repetitive motions Lift, carry, push, pull or otherwise move objects and/or move up to 25 pounds occasionally.
Eye/hand coordination.
Use of standard office equipment.
Ability to distinguish letters, numbers, and symbols.
Equal Opportunity Employer
Palms Casino Resort provides equal employment opportunities to all team members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Palms Casino Resort, its affiliates and subsidiaries will make reasonable accommodations in compliance with applicable law.
We are committed to creating a work environment where the growth and well-being of our team members is the top priority. Join our team today!