Front Desk Shift Manager

Buffalo, NY, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $16.25 - $21.00

Work Schedule

Rotating Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Training and Development

Employee assistance program

Job Description

Seneca Gaming Corporation is a prominent and respected entity in the hospitality and gaming industry, known for its commitment to delivering exceptional guest experiences within a dynamic resort and casino environment. The company operates with a strong focus on hospitality excellence, customer satisfaction, and adherence to stringent policies and internal controls. As an employer, Seneca Gaming Corporation takes pride in fostering a professional atmosphere that promotes teamwork, personal development, and operational efficiency across all levels of its organization. This corporation's dedication to quality service, coupled with its vibrant casino atmosphere, positions it as a leading choice for both guests and professionals seeking to excel in the hospitality field.

The role of Front Desk Shift Manager at Seneca Gaming Corporation is a pivotal leadership position responsible for overseeing daily front desk and bell/door service operations. This role is integral to ensuring guests receive courteous, prompt, and efficient service, maintaining the high standards expected of a premier casino resort. The Front Desk Shift Manager assists in supervising subordinate personnel, provides guidance, and ensures smooth communication and coordination across departments to uphold operational excellence. In the absence of the Director of Hotel Operations and the VIP & Front Desk Manager, the incumbent assumes the critical role of Manager on Duty, reflecting a trusted position requiring strong decision-making capabilities and a comprehensive understanding of daily hotel and resort functions.

Key responsibilities include issuing Player's Club cards accurately to both new and existing guests, handling guest inquiries and resolving issues such as reservation errors or lost belongings, and authorizing point redemption transactions. The role involves significant administrative duties including preparing daily reports, managing special assignments, and participating in recruitment and training. The position requires adherence to all corporate policies, compliance standards, and internal control objectives, as well as maintaining a clean, safe, hazard-free environment within the area of responsibility.

Candidates for this role must demonstrate excellent interpersonal skills, leadership ability, and the capacity to operate under pressure in a fast-paced, often noisy casino environment. The Front Desk Shift Manager must also be proficient in computer systems and hotel management software and capable of multitasking while providing personalized customer service. This role emphasizes professionalism, effective communication, and maintaining positive public and employee relations at all times.

The salary for this position starts at $19.84 per hour, with compensation negotiable based on experience and education. Seneca Gaming Corporation values continuous professional development and requires all employees to complete necessary training programs to uphold four-diamond guest service standards. The environment is challenging but rewarding for those who thrive on teamwork, operational leadership, and delivering memorable guest experiences in the hospitality and gaming industry.

Job Requirements

Must be 18 years of age or older
high school diploma or equivalent required
three to five years of Front Desk or equivalent supervisory experience required
proficient computer skills required
high degree of interpersonal and customer relation skills
ability to write routine correspondence
effective oral communication skills
problem-solving abilities
ability to interact well with customers and employees
conflict resolution skills
proven leadership abilities

Job Qualifications

Must be 18 years of age or older
high school diploma or equivalent
three to five years of Front Desk or equivalent supervisory experience
proficient computer skills
high degree of interpersonal and customer relation skills
ability to write routine correspondence and speak effectively
ability to define problems, collect data, establish facts and draw conclusions
ability to interact well with customers and employees
ability to resolve conflicts diplomatically
proven leadership ability to provide guidance and develop goals

Job Duties

Oversee and assist with daily work assignments of Front Desk and Bell Stand
investigate and resolve guest situations such as reservation errors or lost personal belongings
prepare and process daily reports and perform other general administrative duties
perform special assignments such as preparing junket and resort sales room packages
participate in interview, hire, train, schedule, appraise and supervise assigned personnel
adhere to all purchasing, HR, and TERO compliance policies
perform subordinate duties as necessary
communicate and coordinate with related areas to ensure effective operations
authorize point redemption transactions for guests
respond to routine patron requests
book recommended hotel, restaurant, and walk-in reservations
enter accurate guest information into the ACSC system
issue Seneca Player's Club cards and relay card uses and benefits
promote positive public and employee relations
maintain a clean, safe, hazard-free work environment
participate as a panel member on SGC's Board of Review
cross train as a VIP Services Shift Manager
maintain understanding of information security policies
provide exceptional customer service
meet attendance guidelines
complete required SGC training programs within nine months
attend necessary meetings
adapt duties as required for 24-hour schedule