Hotel Manager

Manages Hotel Front Office, Front Services, Resort Services, and Valet teams to achieve employee and guest satisfaction, while assuring compliance with policies and Standard Operating Procedures.

Salary:
Starting at $80k per year, depending on experience.

• 3-5 years supervisory experience required or related experience in a 1000+ room hotel.
• 4 – year Hospitality related Degree preferred
• Experience in resolving guest complaints and in dealing with the public required.
• Must have strong organizational, administrative and communication skills required.
• Public Relations, interpersonal skills and employee motivational skills required.
• Ability to analyze a variety of technical problems resulting from diverse nature of factors.
• Must have a Funner personality.
• Computer skills required Word, Office, Microsoft Outlook, LMS, CMS and Excel.

• Assist in coordinating the Rack/Group GSA areas to ensure adequate staffing in each area; also, ensure Team Members in all areas understand the scope of their duties and responsibilities.
• Assist in interviewing and hiring prospective applicants; requires ability to communicate effectively using positive and clear English; fairly select the appropriate candidates to meet Harrah’s Resort standards, expectations, and core values.
• Conduct research and resolve guest allowances (billing disputes) using reasonable judgement.
• Train, coach, motivate and develop Team Members; communicate effectively, both verbally and in writing, all Front Office, Front Service, Valet, policies, procedures.
• Works with Director of Hotel Operations to develop annual profit and loss statements as well as capital requests.
• Responsible for managing the separations of team members.
• Responsible for continual service improvements resulting in a positive year over year service improvement measured through Total Service Scores or any current service reports/programs.
• Creates and ensures a fun (Funner) filled, entertaining and exiting environment, where the flawless execution of excellent service is paramount.
• Makes or recommends wage increases, promotions, and wages adjustments.
• Conducts timely Performance Reviews.
• Remain calm and alert, especially during emergency situations and / or heavy hotel activities, serving as a role model for all Team Members and Guests.
• Resolve customer concerns and complaints by conducting thorough research of the situation and by utilizing the most effective solutions for all hotel and property related areas.
• Responsible in responding to guest complaint letters, which requires good writing skills.
• Assists in yielding the hotel during periods where the Yield Management team is not available.
• Supervises training of all Front Services staff including Valet, Bell and Hotel staff with an emphasis on detail to provide service levels consistent with the “premier” concept, coordinates cross-training between all departments.
• Helps maintain and enhance a safe, secure and comfortable environment for our guests and employees.
• Adheres to regulatory, departmental and company policies and procedures.
• Plans work.
• Responsible for ensuring timely performance reviews for all team members.
• Handles employees’ complaints or grievances.
• Ensures employee compliance with Everyone Greets Everyone (EGE) requirement.
• Monitors legal compliance with federal, state, and gaming laws.
• Executes arrangement for all Casino and VIP guests such as, greeting, preregistration, baggage handling and VIP Valet door and Bell service treatment.
• Must be able to work any assigned shift or day of week as well as rotating shifts with fluctuating days off as required.
• Excellent customer service and public relations skills required.
• Ability to bend, stoop or kneel; climb, ascend and descend stairs.
• Maintain equilibrium; ability to stand and walk for entire shift.
• Repetitive bending and lifting.
• Ability to lift, carry, push and pull heavy objects.
• Ability to reach for specific objects at short distances in local working areas.
• Sufficient manual dexterity of hand to utilize a computer keyboard and calculator.

The above is a minimal description of duties and responsibilities. Other work requirements may be necessary and assigned as…