- Responsible for implementing, maintaining, and enforcing Policies and Procedures of Front Office (Room Reservations, Front Desk, Bells, Valet, PBX) operations.
- Directs, manages and supervises all levels of Front Office team, while monitoring progress.
- Provides training and motivation to Front Office team.
- Assist in the management of room rates and revenue, inventory, and occupancy in accordance with budget and forecast, while maintaining rate integrity.
- Ensure complaint resolution procedures are implemented; resolve guest issues.
- Perform all front office duties when necessary, including check-in/check-out, answering reservations calls, etc.
- Evaluate, prepare and/or approve schedules/staffing levels for all employees within Front Office operations according to business demands, operating budgets, and service level demands.
- Liaising with the other departments, department heads, senior management and staff to ensure that all the related activities are executed for the betterment of the overall profitability of the company. (i.e., accommodating casino and executive VIP's and VIP groups, Special events, banquet set-up, etc.)
- Advise upper management of any discrepancies or issues as and when required.
- Review all Front Office financials, invoices, for approval, denial or adjustment, in order to produce both short-term and long-term profitability.
- Keep accurate records; i.e. revenue, occupancy, employee
- Responsible for supervising direct reports; including, hiring, training, scheduling, coaching and performance management and compliance with company policies and procedures.
- Responsible for monitoring fiscal budget, operations of assigned department(s) revenue and marketing strategies.
- Monitor Daily Inventory to ensure appropriate a number of clean rooms are available for check-ins, remaining inventory, and appropriate planning based on arrivals/departures.
- Monitor Front Office employees, including Front Desk Agents and conduct audits for quality assurance and accountability.
- Work with Housekeeping and Engineering to ensure rooms are placed out of service for labor and are completed in a timely manner.
- Periodically give direction to the Housekeeping staff concerning guest satisfaction issues.
- Assist with preparation of annual departmental budget and operating forecasts; maintains necessary records and files; recommends changes in room rates as required.
- Possess a financial acumen to review daily operating costs.
- Oversee guest arrival/departure lines and the overall appearance of the lobby in order to provide a proper welcome statement to guests, while ensuring efficient check-in/check-out processes.
- Oversee the issuance of all reports distributed from the Front Office, reviewing them daily.
- Keep all public areas (lobbies, casino, front areas, etc) at exemplary presentation.
- Perform all other job related duties as assigned.
- Generate forecasts and revenue reports.
- Perform other job duties as assigned by the Director of Hotel Ops.
- Must be available for scheduled shift.
- Provide Family Style Service to Guests & Team Members
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Hotel Manager - Laughlin, United States - Caesars Entertainment
Description
Job DescriptionSUMMARY: Oversee the daily operations of the Front Desk, Room Reservations, Bells/Valet and PBX to ensure that company standards and strategic objectives are being upheld. The Hotel Manager recommends and implements procedural changes, works closely with the Director of Hotel Operations and other respective Department Heads/Directors to achieve/exceed business, profit and customer service goals. The Hotel Manager will play a vital role in establishing guest satisfaction, revenue management, and team engagement initiatives. All duties are to be performed in accordance with departmental, property, and corporate policies, practices, and procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Responsible for the overall management, coordination and evaluation of Room Reservations, Front Desk, Bells, Valet and PBX. Responsibilities include supervising the delivery and measurement of guest service, interviewing and training employees, planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; assist in planning budgets and controlling payroll costs.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
All Employees must be knowledgeable to all Company policies and procedures, including fire and safety regulations. Regular attendance for scheduled work is required.
EDUCATION and/or EXPERIENCE
High School Diploma required. Advanced education in hotel or hospitality preferred.
3 years of Front Desk experience in a similar hotel or casino environment, with at least 1 year of Front Desk Management experience.
CERTIFICATES, LICENSES, REGISTRATIONS
Must be able to obtain and maintain Nevada Gaming Card.
LANGUAGE SKILLS
Must be able to effectively communicate in English, both verbally and in writing.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
COMPUTER SKILLS
Proficiency in LMS. Working knowledge of Microsoft Office (Word, Excel, Outlook).
OTHER SKILLS
Excellent Customer Service skills.
Ability to lead and mentor a team.
Interpersonal skills to effective deal with all business contacts.
Professional appearance and calm demeanor during peak or heavy volume situations.
