Hotel Front Office - Front Desk - Reservations Manager

Northern Quest Resort and Casino is a premier destination located in the Pacific Northwest, renowned for its luxurious amenities, exceptional customer service, and vibrant gaming experiences. Owned and operated by the Kalispel Tribe of Indians, this establishment upholds a strong commitment to excellence, cultural respect, and community involvement. With a focus on providing guests with an unforgettable experience, the resort combines upscale accommodations, fine dining, entertainment, and casino amenities all under one roof. Northern Quest Resort and Casino has earned a reputation for its Four Diamond and Four Star ratings, reflecting the high standards of service and comfort maintained across the property. The resort aims to deliver not only superior guest satisfaction but also foster a supportive and dynamic work environment for its employees, aligning with company values and tribal principles.

The Front Office Manager position at Northern Quest Resort and Casino is a critical leadership role responsible for overseeing the daily operations of the Front Office team. This role requires providing supervision, direction, and leadership to all Front Office team members and supervisors to ensure departmental objectives, performance goals, and quality standards are met in alignment with the resort's core values and purpose. The Front Office Manager acts as a liaison when representing the department and ensures compliance with all regulations and policies, including those set forth by the Kalispel Tribe, state, federal government, and National Indian Gaming Commission (NIGC).

This full-time position requires a proactive leader who can manage multiple facets of front office operations, including guest service excellence, inventory and revenue management, staff training, and compliance with safety and operational protocols. The manager is responsible for maintaining optimal guest satisfaction by supervising reservation activities, implementing key performance indicators to maximize revenue, and working closely with departments such as Sales, Marketing, and Revenue Management to create packages and promotions. The role demands the ability to develop, refine, and enforce departmental policies and procedures to enhance efficiency and service quality.

Candidates for this role will bring extensive experience in hotel front office management and supervisory skills, ideally from a Four Diamond/Four Star property with over 150 rooms. The successful applicant will demonstrate strong organizational and leadership capabilities, proficiency in technology and reservation systems, and a proven track record in personnel management, budgeting, and guest relations. The role also involves ensuring adherence to OSHA standards and company protocols related to cash handling, emergency procedures, and security.

The Front Office Manager will directly manage a team of 5-7 supervisors in the Front Office area, including the PBX/Reservations Supervisors, Group Coordinator, and Front Desk Supervisors. Key responsibilities include staffing according to call and guest volume, conducting staff interviews and performance reviews, managing disciplinary actions, and fostering a positive and professional work environment. The position requires flexible availability, including nights, weekends, and holidays, to align with the operational requirements of the resort.