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Ko-Kwel Casino Resort · 8 hours ago

Hotel-Front Office Manager

Medford,OR,US

Full-time

Onsite

Mid, Senior Level

3+ years exp

Ko-Kwel Casino Resort is dedicated to providing a welcoming hospitality experience on the southern Oregon coast. The Hotel Front Office Manager will oversee the operations of the Hotel Front Office, ensuring exceptional service and a supportive team environment for both guests and staff.

Hospitality

Responsibilities

Make sure the space stays safe, clean, and friendly for both guests and the rest of the team; speak up and report any safety concerns to the Safety Committee

Schedules and delegates work to the Front Desk staff

Responsible for the development, coaching, and ongoing training of employees

Ensures Front Office operations consistently meet Compass by Margaritaville brand standards, service expectations, and guest experience guidelines

Partners closely with leaders across the resort to ensure Compass by Margaritaville operations align with and support broader property goals, guest expectations, and service standards

Follows up with Group Sales & Marketing on guest history, group block pick-ups, and cut-off dates to support seamless group experiences

Works closely with the Casino players club to promote outstanding service standards for gaming guests

Remains current on marketing events, room rates, and room availability to help maximize hotel results

Stays informed on credit policies and ensures staff are properly trained to follow them

Responsible for maintaining and continually enhancing the Hotel Emergency Manual

Resolves guest concerns, complaints, and suggestions with a warm, solutions-oriented approach to ensure superior service

Prepares for and participates in interviews, training programs, new hire orientations, management meetings, and other assigned projects or committees

Accurately prepares hotel occupancy forecasts

Ensures all management directions and guest special requests are clearly noted in the Property Management System for timely action by the appropriate hotel department prior to check-in

Prepares weekly and monthly reports in accordance with required quality standards and established deadlines

Responsible for creating, implementing, and achieving departmental budgets for the Front Office by using daily wage management techniques, payroll management tools, and appropriate staffing adjustments based on business needs

Available to work during major events, holidays, weekends, and special functions as needed

Responsible for upholding and promoting the service standards of Ko-Kwel Casino Resort

Jump in where needed to support the team and keep things running smoothly. (Other duties as assigned)

Qualification

Hotel Front Office ManagementProperty Management SoftwareHospitality ExperienceComputer ProficiencyPublic Relations SkillsTeam CollaborationCommunication SkillsOrganizational Skills

Required

Friendly and approachable attitude that helps guests (and the team) feel welcome and cared for every day

Minimum two (2) years Hotel Front Office management experience to include supervision of front desk operations with a pattern of growth in job responsibilities

Minimum three (3) years of hospitality experience in a casino-hotel environment

Computer experience essential, including all windows applications

Good organization and administration skills required

Able to work in a team environment

Strong oral and written communications skills demonstrating professionalism

Ability to work without supervision, to organize and track multiple projects with large amounts of detail necessary

Ability to meet deadlines and work well in pressure situations

Must have excellent public relation skills with the ability to navigate guest issues successfully

Proven ability to handle non-routine situations with tact and discretion

Comfortable communicating clearly and positively with both guests and teammates