Front Office Assistant Manager

Overview

Boyd Gaming Corporation has been successful in gaming jurisdiction in which we operate in the United States and is one of the premier casino entertainment companies in the United States. Never content to rest upon our successes, we will continue to evolve and retain a position of leadership in our industry. Our past success, our current business philosophies and our sound business planning, combine to position Boyd Gaming Corporation to maximize value for our shareholders, our team members and our communities.

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 within 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, and ensure staff adheres to all company policies and procedures.
• Constantly ensures Signature steps are being followed.
• Constantly maintains 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 reviews office budget, supplies and financial statements.
• Constantly trains and empowers 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.

• 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.

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.