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    Executive on Duty - Reno, United States - Grand Sierra Resort and Casino

    Grand Sierra Resort and Casino
    Grand Sierra Resort and Casino Reno, United States

    5 days ago

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    Description
    Summary


    The Executive on Duty (EOD) role will hold an overall responsibility for reporting to executive leadership about property operations to include guest service, staffing levels, team member engagement, procedural focuses, property cleanliness, and maintenance issue reporting.

    The position will frequently interact with both internal and external guests including department leadership to ensure operations and guest service are successful, and by supporting the various divisions' leadership and front-line team members.

    This role will be responsible for ongoing consistency in ensuring operational & guest issues are quickly identified and resolved.


    ESSENTIAL DUTIES AND RESPONSIBILITIES
    Primary duties and responsibilities include, but are not limited to, the following:


    • Meet the demands of a fast-paced environment by using good judgment and the ability to multitask.
    • Ensure GRAND service standards are at the forefront of all guest interactions and communications; be the example of what GRAND service looks like.
    • Make daily executive decisions, in-leu of Senior Management, while mirroring the strategic direction of GSR.
    • Make business recommendations to Senior Management based on feedback from daily operations.
    • Monitor and maintain cleanliness, sanitation, and organization of work areas throughout the property.
    • Labor Management - Monitor and recommend staffing levels for each area.
    • Meet, at least monthly, with each Senior Executive (VP and above) to review the department's priorities for deliverables. Including updates to the daily shift report.
    • Proactively greet, interact, and assist resort guests in a professional manner to foster and promote a superior guest experience.
    • Serve as the escalated point of contact for all guest concerns and team member issues that need to be escalated beyond the department
    • Resolve issues immediately and follow up with guests and/or team members to ensure the guest's satisfaction.
    • Recognize and recommend opportunities for process improvement.
    • Ensure hotel rooms are up to GRAND standards daily by completing hotel room inspections.
    • Be knowledgeable of resort information to answer guest inquiries.
    • Identify and report maintenance issues throughout the property via HotSoS; notify supervisors immediately of hazards, injuries, equipment, or processes that negatively affect the operations.
    • Communicate all guest, team member, and property issues to the appropriate leadership team.
    • Monitor all property signage for accuracy, relevance, and quality. (Digital and Print).
    • Provide EOD training for other team members that will act as EODs during the EOD's days off.
    • Complete detailed shift reports on property observations nightly.
    • Complete all duties in accordance with Grand Sierra Resort and Casino standards, policies, and procedures.
    • Perform all other job-related duties as requested and assigned.
    KNOWLEDGE/SKILLS/ABILITIES


    • Excellent interpersonal communication skills - possess an ability to de-escalate and resolve issues when dealing with guest and team member concerns.
    • Superior organizational skills and attention to detail.
    • Working knowledge of resort-based computer systems preferred (Casino Management Systems, Lodging Management Systems, Maintenance reporting and scheduling toolkits)
    • Strong analytical and creative thinking skills.
    • Ability to maintain confidential information.
    • Excellent written and verbal communication (in English), presentation, and computer skills.
    • Strong working knowledge of Microsoft Office Suite.
    • Must work varied shifts, including weekends and holidays.
    • Professional appearance and demeanor.
    • Must be a minimum of 21 years of age

    CERTIFICATES AND LICENSES

    • Must obtain and maintain appropriate licensing with the Nevada Gaming Board and Alcohol Awareness Card.
    EDUCATION and/or EXPERIENCE


    • At least two years of resort-level guest service experience in a fast-paced, 4-Diamond or above resort environment is preferred.
    • Must have two years of experience in one of the following areas.

    Experience in multiple areas required:
    o Gaming

    o Hotel/Resort

    o Food & Beverage


    • College degree preferred or a combination of education, training, and experience.

    PHYSICAL DEMANDS

    • While performing the duties of this job, the team member must be able to maintain physical stamina and proper mental attitude to work under pressure in a fast-paced casino environment and effectively deal with customers, management, team members, and others.
    • Is regularly required to sit, stand, walk, and move through all areas of the casino; speak and hear; use hands to finger, handle, or feel. May reach with hands and arms above shoulder level; bend/stoop, squat, balance, kneel, lift and push/pull.
    • Must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance visions, color vision, peripheral vision, depth perception, and the ability to adjust focus.
    • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    WORK ENVIRONMENT

    • Work performed indoors, in climate controlled environment. The noise level in the work environment is usually loud. Team member is regularly exposed to odor and secondhand smoke. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    • Must be flexible if needed for occasional work outside of normal business hours.
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