Hotel Manager job description

Manages the Hotel Front Desk, Concierge, and Retail areas to achieve customer satisfaction and quality service while assuring compliance with policies and Standard Operating Procedures.
GENERAL REQUIREMENTS:



Three (3) to five (5) years supervisory experience required. 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. Computer skills required Word, Microsoft Office, Microsoft Outlook, and Excel. Must be able to read, write, speak, and understand English.



ESSENTIAL JOB FUNCTIONS:



Creates and ensures a fun filled, entertaining and exciting environment where the flawless execution of excellent four-star service is paramount. Responsible for the efficient operation of the following functions: retail, front desk, VIP services, concierge, doorperson, and bell staff, ensuring 100% guest satisfaction. Works closely with the front office, housekeeping, and related areas. Serves as a leader for employees while fostering teamwork, employee morale, motivation and open communication. Coaches and develops employees using a consistent approachable demeanor and clearly articulating expectations. Strives to improve and streamline departmental operations through the continuous assessment of policies and procedures, work processes and program effectiveness/value. Allocates resources to areas that create value to our guests and to Caesars. Endorses business objectives, ethics, and values of Caesars Entertainment Inc. Helps maintain and enhance a safe, secure, and comfortable environment for our guests and employees. Resolves guest complaints relating to all areas of hotel, retail, and bell services. Executes arrangements for all casino and VIP guests such as greeting, pre-registration, baggage handling and bell service treatment. Responsible for cost center and capital expenditures including budgeting, project planning and execution. Supervises training of all Front Services staff including front desk, VIP services, retail and bell staff, with an emphasis on detail to provide service levels consistent with the "premier" concept, coordinates cross-training between all Front Services Departments. Responsible for thorough investigation of lost/misplaced baggage problems and accurate recording of investigation and final disposition. Coordinates recovery efforts with Security and Risk Management. Ensures guest complaints are handled in an effective, courteous manner. Grants complimentaries for hospitality purposes only. Acts as a role model to other employees and always present oneself as a credit to Caesars and encourage others to do the same. Adheres to regulatory, departmental and company polices and procedures.
Spends the majority of time interviewing, training, and selecting employees.
Conducts Performance Reviews. Makes or recommends wage increases. Makes or recommends promotions. Provides for safety and security. Handles employees' complaints or grievances. Recommends disciplinary action or disciplines employees. Plans work. Supervises and monitors work. Monitors legal compliance with federal, state, and gaming laws.



DEMANDS NECESSARY TO COMPLETE ESSENTIAL JOB FUNCTIONS:



PHYSICAL & MENTAL:



Ability to bend, stoop, 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. Must present a well-groomed appearance.



WORK ENVIRONMENT:



Must be able to work at a fast pace and in stressful situations. Must be able to maneuver to all areas of the casino, including all food and beverage service areas.



CAESARS RESERVES THE RIGHT TO MAKE CHANGES TO THIS JOB DESCRIPTION WHENEVER NECESSARY


Hotel Operations Manager (Bossier) Full Time Manages the Hotel Front Desk, Concierge, and Retail areas to achieve customer satisfaction and quality service while assuring compliance with policies and Standard Operating Procedures.

Become one of the stars behind The SHOW and become part of the world's most powerful entertainment brands. Our Company has one exciting mission: To entertain the human race.
PRIMARY PURPOSE:
The Manager of Hotel Distribution Systems will use their in‐depth knowledge of Opera PMS and hotel distribution systems to develop and execute practical solutions that allow rapid implementation of new, dynamic, and complex hotel revenue and commercial strategies. Working with key stakeholders, this position is responsible for analyzing business processes, presenting solutions to senior management, and planning projects which ensure we meet our commitments and goals. This position will work closely with members of Revenue Management, Hotel Strategy, as well as the Technology, Digital, & Data Team to drive technology initiatives. This position supports the MGMRI portfolio of properties and is considered an expert user of Opera PMS, several Hotel Distribution systems and MGMRI property operational, reservation and revenue processes.

PRINCIPAL DUTIES AND RESPONSIBILITIES:
Support the Hotel Distribution team by demonstrating expertise in Opera PMS and Hotel Distribution systems and how they support our business. Work with key business and technical stakeholders to answer questions, propose solutions, test new concepts, and participate in working sessions to determine the feasibility of new ideas. Rigorously test system upgrades and enhancements, fully understanding system capabilities and business cases. Manage project initiatives for the Distribution team which include defining project resources, developing a communication plan, creating, and managing timelines including identifying dependencies, and assigning tasks. Ensure projects are completed accurately, on time and within budget.Provide operational troubleshooting and business support in real‐time during unexpected incidents or system outages.Support the development and implementation of brand, property, and department specific projects. Working with key stakeholders, utilize knowledge to design, develop, and test proofs of concepts. Demonstrate working knowledge of how Distribution systems are configured and connected. Analyze data and troubleshoot systems.Increase productivity and drive efficiencies through continuous improvement initiatives. Evaluate current processes and procedures. Work with business and technical stakeholders to conduct project postmortems to determine what worked and what needs improvement. Develop standard operating procedures, business process & system workflow diagrams, training materials, and other documentation as required.Perform other job‐related duties as requested.

MINIMUM REQUIREMENTS:
Bachelor's degree in one of the following areas or in an equivalent technical field: Computer Information Systems, Business, Hotel Management, or equivalent education and experience. 2 + years' experience in Hotel Operations or related field; with a minimum of 2 + years specifically in Distribution system management.Expert‐level proficiency in Opera PMS.

PREFERRED:
5+ years' experience in Hotel Operations or related field; with a minimum of 2+ years' specifically in Distribution system management.Previous experience working in integrated resort properties with 1000+ rooms.Working knowledge of the following systems: Amadeus CRS, HBSi, DerbySoft, IDeaS.Previous experience in Product Management, Agile and SCRUM development methodologies.

CERTIFICATIONS, LICENSES, REGISTRATIONS: N/A

KNOWLEDGE, SKILLS, AND ABILITIES:
Ability to self‐manage while consistently exercising good judgment and maturity.Ability to think critically; research, recommend and implement solutions effectively.Ability to anticipate situations, tools needed, and obstacles through critical thinking.Demonstrate strong project management skills.Highly developed organizational skills to function effectively while still maintaining attention to detail and meeting specific organization goals.Must possess broad‐based credibility and is capable of consistently working under pressure with vague/limited information while forging close working relationships with other leaders throughout the organization.Must be performance driven and able to provide judicious, measurable results and possess a proactive sense of urgency and the ability to overcome obstacles to produce results in a timely fashion.Must be comfortable, articulate, and dynamic in front of both external and internal audiences.Proficiency in Opera PMS, MS Word, Excel, PowerPoint, and MS Outlook.Excellent written, verbal communication and interpersonal skills.

Location:
US, Nevada

General Manager

About the Company

Nestled in the golden California foothills, this landmark's convenient location serves as the perfect stopping point for travelers heading anywhere from Washington, Oregon, San Francisco, Northern CA to Los Angeles, San Diego and Yosemite National Park to Monterey and Santa Cruz.

Today, Hotel Mission de Oro has transformed into a full-service hotel, offering a pleasant retreat in a secluded sanctuary. We have 162 guest rooms, including 93 superior mission-style rooms, and 10 separate meeting and event rooms totaling 17,000 square feet, with the capability of accommodating a total of over 1,000 people. We offer organizations a training facility where members will find a pleasant retreat for their meetings, including first-class fitness facilities, restaurant, bar/lounge, wine museum, and walking grounds on 20 acres.

Since the hotel came under new ownership in 2015, a total renovation has aimed to outfit the hotel with exceptional amenities and conveniences, while retaining its original vibrancy and historical significance.

The Mission: To provide unparalleled hospitality to all guests, while achieving optimum efficiency and economy of operations for our higher-end, full-service hotel. Work to achieve the full potential of the Property, with a balanced focus on people, product and profit.

People:

* Provide operating capability and leadership for all HMDO activities and colleagues: reception, housekeeping, buildings and grounds, restaurant and bar, marketing, sales, etc.
* Drive hiring and selection efforts for all roles, ensuring the candidates meet job requirements.
* Develop and implement performance Steppingstones, which includes appropriate feedback systems whereby everyone may objectively appraise their own performance and improvement.
* Practice and promote our system of Mission Focused Management, leading by developing a followership, rather than by command authority.

Product:

* Work with Sales Colleagues to understand our market and customers and to represent the Hotel in civic organizations, business and industry groups, and local government.
* Establish the source of business available to the Hotel and establish priority and sales opportunities in the development of that business.
* Accept total responsibility and accountability for Hotel Mission de Oro's performance.
* Develop clearly defined annual objectives that reflect significant improvement throughout the operation, which represent a high level of fiscal integrity, and which are supportive of the overall mission.
* Develop a comprehensive annual marketing plan that focuses on specific results and which includes thorough action plans and budgeted costs associated with their implementation.
* Prepare a comprehensive annual operating profit plan, for all departments.
* Monitor performance and improvement on an on-going basis to determine the effectiveness of implementation strategies. Function as a facilitator of ideas and action plans and as a leader and coach of departments and to individual performance. Provide a pro-active rather than a reactive perspective to the on- going operation of the Hotel.

Job Responsibilities:

* Operate the property with the integrity and commitment that will result in its continued growth and increased profitability.
* Accept responsibility for the health, safety and welfare of the guests and the colleagues of the hotel.
* Accountable for all personnel actions, assets, and personal property and the results of their use.
* Work with key colleagues to develop clearly defined divisional objectives which focus on significant improvement and which are in harmony with and supportive of the overall mission of the hotel.
* Develop job descriptions to ensure clarity of the Mission of the role, and the tasks performed in achieving job responsibilities.
* Develop within the limits of established policies and operating procedures the philosophy of decentralized decision making with delegated authority to effect improvement. Encourage participative management and group decisions to ensure interest and best possible results.
* Implement development and training programs in all departments to produce in-depth qualified personnel, and to prepare for vacancies. Support all colleagues in the achievement of their training and development objectives.
* Schedule regular meetings with colleagues to ensure dissemination of the basic company philosophies and policies throughout the company.
* Ensure that guest feedbackis properly used to better meet the needs and expectations of hotel guests.
* Ensure colleague exit interviews are held; review monthly departmental colleague turnover records and take necessary action.
* Review, with the Controller, pricing policies and strategies on a routine basis.
* Ensure procedures for fire, riot, bomb threat, cash guest security and other emergency situations are to be written and distributed to all employees.
* Conduct oneself in an ethical and exemplary manner that encourages like manners and conduct.
* Represent the interests of the Hotel and of its colleagues in a fair, impartial and equitable manner.
* Convey clear instructions, guidance with proper intent to achieve a unity of purpose. Establish working relationships that will attain a high level of morale.

Qualifications: To perform this job successfully, incumbent must be able to perform each essential duty with the utmost competency, integrity, and professionalism.

Education/Experience: Relevant education or experience in hospitality or business is appreciated, but not necessary. The successful candidate will have a burning desire to learn the business inside and out, and be willing to take on a high degree of responsibility to make the operation a success.