PRIMARY PURPOSE:

Provide support to the Senior Hotel Manager with direction and leadership for the property Front Desk team, consistent with the MGM brand. Responsible for leading the hotel management team in achieving their stated operational and financial goals including managing labor and overall financial performance. Owns the execution of functional strategy and the operational direction of the Front Desk. Ensure high customer satisfaction and an exceptional guest experience, in accordance with MGM Resorts service standards. All duties are performed in accordance with company policies and procedures.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Works closely with the Senior Hotel Operations Manager to implement strategic Initiatives provided by Hotel Strategy CoE for hotel operations.
• Assist in leading the implementation of policies, operating procedures, training programs, manuals, directives, work schedules, rules, and regulations for all front desk operations team.
• Responsible for employee engagement of the front desk operations team, utilizing the tools provided and through coaching, training, rewards, and development.
• Provides leadership and direction to maintain and improve the guest experience within front desk operations, consistent with the company’s service standards.
• Participates in Interviews, candidate selections, training, supervision, counseling, and coaching of front desk operations staff for the efficient operation of the department.
• Perform other duties as assigned

SUPERVISION:

• Front Desk Clerks

MINIMUM REQUIREMENTS:

• Bachelor’s degree in hospitality, management, or related field or equivalent experience.
• Two (2) years of experience in the direction and management of employees in a similar hotel environment.

PREFERRED:

• Previous experience managing employees under a collective bargaining agreement.
• AAA or Forbes knowledge.
• Technical knowledge and experience with Opera (or LMS for CCLV).
• Technical knowledge and experience with HotSOS or other service optimization systems.
• Previous experience working in a similar resort setting.
• Ability to communicate in Spanish and or Asian Languages.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to establish guidelines for proper staffing to maximize efficiency and minimize labor costs.
• Broad management and leadership knowledge of front office operations.
• Ability to utilize guest service satisfaction performance metrics from Guest View, TripAdvisor, Yelp, etc. to generate action plans to address service opportunities.
• Ability to influence others to accept practices and approaches related to hotel operations.
• Excellent interpersonal skills to deal effectively with guests, management, employees, and other outside contacts.
• Able to lead and mentor a team.
• Intermediate to advanced knowledge of Microsoft PowerPoint, Outlook, Word, and Excel.
• Ability to work varied shifts, including weekends and holidays.