Hotel Services Manager

We Love Our Work.

The following and other duties may be assigned as necessary :

Supports the Director of Hotel Operations in the development and implementation of the strategic plan and vision for the department and the division, consistent with the company's objectives.

Responsible for supervising and managing Call Center staff. Assists in the development and implementation of the operational goals. Monitors achievements of performance and profit objectives.

Reviews and approves department schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.

Maintains open communication with Casino Marketing to ensure the coordination of Casino / VIP requests and events.

Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. Responsible for the overall achievement of department customer service goals. Monitor occupancy and recommend changes in status and rates.

Assist groups and wholesale areas when required.

Monitor call queues and manipulate skill sets to assist with call traffic.

Generate traffic, productivity and revenue reports, as requested.

Maintains all group master accounts and coordinates with Accounting staff to ensure correct billing.

Makes recommendations pertaining to hotel policies and services and resolves occupants' complaints while supporting all customer service programs.

Assists in maintaining maximized occupancy and revenue for hotel operations.

Makes recommendations for financial activities of hotel such as setting room rates and policies / procedures.

Responsible for ensuring compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM.

Maintains strict confidentiality in all departmental and company matters.

Performs all other job-related duties, as assigned.

This job has supervisory responsibilities.

Responsible for staff development and training programs.

Responsible for rewards and recognition program to maximize employee engagement.

Assists in the evaluation of team members within department and delivers constructive feedback to employees regarding performance.

Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.

Determines work procedures and expedites workflow.

Responsible for employee performance (coaching and counseling).

Bring Us Your Best.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

Associates Degree (A.A.) in hotel, tourism, or hospitality (or related field) preferred; or minimum of three years related experience and / or training; or equivalent combination of education and experience.

Ability to write reports and business correspondence.

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.

Must be proficient in Microsoft applications (Excel, Word, and Outlook).

Knowledge of reservations procedures.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required.

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Employee must be able to qualify for licenses and permits required by federal, state and local regulations.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.

The employee must regularly lift and / or move up to 10 pounds, frequently lift and / or move up to 25 pounds, and occasionally lift and / or move up to 50 pounds, and must have the ability to push and pull ?150 pounds, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Employee could be exposed to an environment containing unrestricted second hand tobacco smoke.