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Position Summary:

Under general direction from the Director of Hospitality, oversees the operations of Front Office Operations, Hotel Housekeeping, Gift Shop and Valet Services.  Produces various reports analyzing ADR, RevPar, and Occupancy rates and percentages per market segments. Ensures that guests are treated courteously, ensure that complaints and problems are resolved, and requests for special services are met. Ensure the standards and quality are met and maintain in all areas.

 

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

 

Essential Duties & Responsibilities:

• Establishes guest service standards, objectives and communication methods to be achieved.  Monitors and corrects any areas correction concern.
• Monitors guest requests for service time responses and measures results in guest satisfaction levels.
• Oversees the supervision of personnel, which includes work allocation, training, and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve maximum productivity and performance.
• Complete projects in a timely manner required by Director of Hotel Operations.
• Supervises various front office, gift shop, housekeeping departments budgets, asset management, stocks and inventory
• Oversee housekeeping operations to ensure room standards and quality are met for each guests
• Verifies an accurate room status report and information and properly communicates to necessary departments and positions as needed.
• Ensures hotel room preventative maintenance schedule occurs as required.
• Updates group information by maintaining, monitoring, and preparing group requirements, in coordination with the Marketing Department.  Relays information to appropriate personnel as needed.
• Enforces all cash and credit card handling policies and procedures.
• Coordinates with Hotel Rooms Manager regarding current guest room status’, discrepancy reports, communication problems with Front Desk Staff, guest concerns, public area cleanliness and other related issues.
• Ensures department employees adhere to appearance standards and dress code.  Monitors uniform issuing and care of uniforms.
• Inspects guest rooms when needed.
• Follows and ensures compliance with department policies and procedures.
• Performs weekly walk through of the hotel with maintenance and housekeeping team
• Ensures staff is at primary workstation on time, in uniform with correct appearance.
• Creates and maintains high standards of guest service levels and response times to guest issues and guest interaction.
• Conducts weekly/monthly meeting for each area of responsibility.
• Contributes to a team effort and accomplishes related results as required.
• Manages all guest room rates per market segment and guest room allotments, package rates, special seasonal rates and other rates on Hotel’s Web site and third party web sites to achieve Average Daily Rate and RevPar objectives.
• Responsible for achieving revenue goals of the property through analyzing various sales trends, data, optimal market mix and implementing sales restrictions and inventory controls accordingly.
• Review and analyze day-to-day changes in available inventory and space for designated revenue centers using various reports and developing pricing strategy that will maximize revenue.
• Compile and create reports reflecting market and competitive intelligence on a regular basis.
• Use analysis to update selling restrictions and inventory controls in the property PMS system, Delphi system, third party internet and reservation centers
• Manages and works with management to achieve Average Daily Rate (ADR) and RevPar objectives on monthly and yearly basis.
• Analyzes ADR per market segment on a bi-monthly basis. Provides reports on ADR per market segment.
• Manages and tracks any special marketing or sales programs via the Web.
• Implements solutions to problems with the Web Site or third party web sites.
• Analyzes and makes recommendations for changes to web site based on effectiveness of third party sites.
• Participated with annual budget process.
• Responsible for creating the guest room revenue/occupancy 90 day forecast due at the end of each month for the next three month period resulting with no more than a 5% variance from forecast to actual at the end of the month period.
• Performs other duties as required.

 

Direct Reports:  Hotel Rooms Manager, Front Office Manager, Lead Gift Shop Supervisor, Valet Manager.

Access to Sensitive Areas: Access to guest and Team Member personal information and vendor invoices.  

Signatory Authority: All Hotel related forms. 

 

Minimum Qualifications:

Bachelor’s degree in Business Administration or related field unless waived by Executive Management.  Six (6) years of progressive experience in hotel operations management.  Excellent skills in communication, guest service, leadership, interpersonal, analytical, decision-making and problem solving are required.   Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain gaming license. 

 

Knowledge, Skills and Abilities:

• Knowledge of Visual One PMS, Synxis or similar reservation system etc.
• Knowledge of OTA portals, Trip Tease and Vingcard system.
• Knowledge of all emergency procedures, fire alarm operations, and ability take charge in an emergency.
• Knowledge of modern office practices, procedures, and equipment.
• Knowledge of proper spelling, grammar, punctuation, and basic arithmetic.
• Knowledge of principles and practices of hotel management.
• Knowledge of principles and practices of public relations and customer service in a hotel environment.
• Knowledge of computer utilization in business operations.
• Knowledge of surrounding travel and tourism organizations.
• Knowledge and experience with third party web site management.
• Knowledge of Web Site Design and Management.
• Knowledge of hotel booking software; GDS, Saber, Apollo, etc.
• Knowledge and working ability of budgets and P/L Statement as well as forecasting skills and knowledge.
• Knowledge and ability to operate Room/Space controls programs such. 
• Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, Access, and presentation software (such as PowerPoint).
• Ability to communicate effectively in the English language, both verbally and in writing with staff and the public.
• Ability to write reports, business correspondence and procedure manuals.
• Ability to apply basic mathematical skills.
• Ability to analyze data and apply them to streamline operations.
• Ability to think identify and anticipate guest issues before it arise.
• Ability to interpret a variety of instructions furnished in written and oral form.
• Ability to establish, administer and maintain staff training programs and records.
• Ability to efficiently schedule, and utilize work force needs.
• Ability to demonstrate and practice outstanding guest service at all times.

 

Physical Demands:

While performing the duties of this job, the employee may be required to sit for prolonged periods, walk and stand; use hands for dexterity of motion; stoop, bend, kneel or crouch, and have normal auditory, visual acuity, and verbal communications skills.  The employee must occasionally lift and/or move up to 25 pounds. 

 

Work Environment:

Work is generally performed in an office setting with a moderate noise level.  Occasional work is performed in a Casino setting with exposure to second-hand smoke and a moderate noise level. Extended hours and irregular shifts may be required. Tight time constraints and multiple demands are common.


Must be able to work Nights, Weekends, and Holidays