Casino Hotel Front Office Manager
On any given day, successful casino hotels have a large volume of guests checking in and out. It is essential that the hotel have a system for making sure that guests who are arriving can check in easily, and those who are departing can leave in a timely manner without incident. The person in charge of overseeing these functions is the Front Office Manager.
This person has a great deal of responsibility. The Front Office Manager oversees everything that occurs in the department, including supervising the front office staff. Employees in the front office include an assistant front office manager, front desk managers, front office shift supervisors, front office agents or representatives, front office cashiers, mail and information clerks, reservation and assistant reservations managers, and reservations clerks. In some hotels the Front Office Manager is also responsible for customer relations managers, concierges, and the bell staff.
The Front Office Manager trains the front desk staff to make sure they deal with guests in a courteous and efficient manner.
The Front Office Manager coordinates reservations and room assignments.
It is imperative that the individual knows how many of each room types are available at all times. The Front Office Manager must also know approximately how many reservations are firm, assuring that hotel rooms are not overbooked.
The Front Office Manager develops systems for guest information. In most hotels, information is entered into a computer system. The hotel must know exactly who is registered in each room, the number of guests, and the length of their stay. The Front Office Manager sees that departments are in contact with one another to make sure rooms are available when needed. Other duties of the casino hotel Front Office Manager may include:
- Resolving guest complaints and problems
- Handling guests’ requests for special services
A Front Office Manager earns between USD 35,000 and USD 60,000 or more annually.
Factors affecting earnings include the geographic location, size, and prestige of the specific casino hotel, as well as the experience and responsibilities of the individual. Generally, those with the most experience working in larger or more prestigious casinos hotels in the gambling capitals earn the highest salaries.
Employment prospects for casino hotel Front Office Managers are fair and may be found throughout the country. Las Vegas, Reno, Laughlin, Lake Tahoe, Atlantic City, Biloxi, Baton Rouge, New Orleans, and Detroit offer the greatest number of job possibilities. Other employment settings include casinos and casino hotels in other areas of Nevada, Mississippi, New York, Louisiana, Colorado, Connecticut, Illinois, Arizona, and California. Other regions hosting Indian gaming and land-based or riverboat gaming facilities offer additional opportunities. New casinos and casino hotels are constantly under construction. More casinos and casino hotels are also opening every year as areas legalize gambling.
Casino hotel Front Office Managers may climb the career ladder by obtaining more experience and/or training.
Individuals may find similar jobs in larger, more prestigious casino hotels, resulting in increased earnings. A casino hotel Front Office Manager may also advance his or her career by locating a position as a director of rooms.
Educational requirements vary at different casino hotels.
While every position does not require college, a bachelor’s degree is recommended. Good majors include hotel management, marketing, sales, or liberal arts. Some hotels accept experience in lieu of education. Courses, workshops, and seminars in the hospitality and gaming industry are useful.
Prior to hiring someone as a Front Office Manager, casino hotels usually require three to four years experience working in various areas of the front office. Casino hotel Front Office Managers should be very organized and have administrative and supervisory skills.
Communication skills and customer service skills are essential.
Those interested in learning more about careers as casino hotel Front Office Managers can obtain additional information by contacting the Council on Hotel, Restaurant and Institutional Education (CHRIE), Hotel Sales and Marketing Association International (HSMA), or the human resources departments in casino hotels.
Become a Front Office Manager
1. Get your foot in the door of a casino hotel. Most promote from within. You might have to start out as a trainee, but if you work hard, you will move up the career ladder.
2. Stop by the human resources departments of casino hotels and inquire about job openings. You might also consider sending a résumé and a short cover letter.
3. Jobs may be advertised in the classified sections of newspapers in areas hosting gaming. Look under classifications such as “Hotel Front Office Manager,” “Casino Hotel Front Office Manager,” “Front Office Manager,” “Front Office,” or “Casino Opportunities.”
4. A number of search firms deal exclusively with jobs in the hospitality industry. A few deal with jobs in gaming related to the hospitality industry.
5. Surf the net looking for openings. Many casinos and casino hotels list their openings on a special employment or job section of their Web sites.
6. Don't forget to check out job sites like www. monster.com and Yahoo Hotjobs.