Position Summary
As a Team Member of the Hotel Operations team, the Hotel Manager is an Ambassador, and takes personal ownership to ensure all of their actions are in the best interest of the enterprise.
Oversees and supervises the operational activities of the hotel operations’ divisions to ensure efficiency and high standards of service. Assists in forecasting, budgeting room revenue and room inventory, including hiring and training employees. Ensures that all guest-related issues are resolved in a manner consistent with organizational standards.
Job Functions
Essential Functions
- Oversees and supervises the daily hotel operations, to ensure services and amenities provided follow AAA Four Diamond standards.
- Monitors the check-in/check-out process, ensuring that all hotel standards are followed. Anticipates critical situations and assists when necessary to maintain efficient hotel operations.
- Oversees blocking of rooms and coordinates activities for all groups, entertainment, special events and casino blockings.
- Oversees the hotel departments including the Valet department.
- Handles all Guest issues and complaints.
- Works directly with Front Office and Housekeeping management to ensure departments are running smoothly, assists with any Team Member issues, and constantly monitors all departments’ productivity.
- Conducts monthly departmental staff meetings to provide updates and foster communication.
- Responsible for staff scheduling in accordance with established guidelines and labor forecasts.
- Completes Team Member performance reviews.
- Monitors Team Members’ performance, ensuring all internal control procedures are carried out to departmental standards. Communicates with Director of Hotel Operations on issues that may need further corrective counseling action.
Non-essential Functions
- Controls room inventory, ensuring continuity between all online and property-based inventory systems.
- Manages the online reservation and revenue management systems. Updates staff on rates, promotions and packages.
- Works with Executive Hosts to block room assignments for players and ensures that any special accommodations for the Guests are met.
- Performs other functions as assigned.
Knowledge, Skills, and Abilities
Knowledge
- Basic understanding of how email works
- Familiarity with a variety of Property Management Systems.
- Familiarity with yield management and cost controls.
- Basic skills in hospitality software such as Hotsos, Opera, Infor, and/or other hotel and housekeeping tracking systems.
Skills
- Proficient in Windows 10, Microsoft Office, and some Mac OS.
- Strong budget, accounting and forecasting skills.
- Strong customer service and troubleshooting skills.
- Strong listening and communication skills.
Abilities
- Exhibit sound & accurate judgment while resolving issues
- Ability to effectively communicate technical information, both verbal and written, to a wide range of audiences
- Communicate effectively, both orally and in writing, with guests, management and co-workers to their understanding.
- Adapt quickly to change
- Establish and maintain effective working relationships with those encountered during the course of work
- Maintain documentation for procedures, processes and inventory management
- Ability to plan mid-level complexity projects
- Provide on-call service during off hours, evenings, weekends, and holidays, as needed
- Ability to accurately compute mathematical calculations.
- Ability to operate various office equipment
- Ability to clear all necessary background checks, obtain and maintain a gaming license from Gaming Commission
Qualifications
Minimum requirements:
- Experience: 5 years as a Front Desk or Housekeeping Manager.
- Education: high school diploma or equivalent
- 3 years of experience working in both Windows and Mac environment
Preferred qualifications:
- Experience: 6+ years
- Education: Hospitality degree from an accredited institution
- Additional industry certifications or degrees.
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