Manages the Hotel operations ensuring that guest satisfaction exceeds expectations through providing a dynamic atmosphere and experience, while delivering profitable results to owners and investors Job Focus: Focus is on, but not limited to the following:
- Plan, organize, facilitate, attend and/or participate in various hotel and departmental meetings
- Ensure compliance of brand standards, operating procedures and policies
- Determines the direction, support, training and tools by being a consistent relationship builder to ensure the sense of empowerment necessary to provide win/win decisions for any internal/external customer challenges that may arise
- Directs all activities of the Front Office and communicates with other departments to ensure complete guest and associate satisfaction
- Mentor and assist the FD Agents with guests checking in and checking out of the hotel, provide information about the property and city, upselling the property's enhanced services, all while proactively anticipating the guest's needs
- Attends bimonthly management lobby/hotel functions
- Monitors and reviews guest comments via the Pulse Report to identify areas for improvement and shares with staff to assist in improving guest satisfaction, guest relations and guest loyalty scores and responds directly to guest as necessary
- Ensure Front Office efficiencies and service levels through scheduling and monitoring staffing levels
- Monitors availability and occupancy on a daily basis and constantly communicates with revenue manager to resolve any challenging issues
- Complete and issue employee evaluations upon approval of the Director of Hotel Operations
- Ensures all No-Show charges are accurate and properly posted
- Participates in Fire Safety and Loss Prevention programs
Desired Qualifications: - Minimum 2-5 years of prior luxury hotel management experience in a Front Office leadership role for a similar Hotel/Resort
- Bachelor's degree in Hotel/Resort Management or Business is preferred
- Knowledge and experience with Opera is strongly preferred
- Computer literacy and financial management required
- Proven team leader with a high level of energy and motivation with a proven track record of living the company's values
- Results oriented with an emphasis on both individual and team accountability
- Experienced in managing an organized labor work force
- Proven ability to resolve guest, supervisor and associate conflicts with ease and efficiency
- The ability to speak additional languages is preferred
- Open to work varied schedules including weekends and holidays
- Must be able to obtain an Alcohol Awareness Card prior to hire
- Must be able to obtain a Nevada Gaming License prior to hire