Manager Hotel Operations Hotel Front Operations; Harrah's SoCal

Overview

Job Description
Manages Hotel Front Office, Front Services, Concierge, Resort Services, and Valet teams to achieve employee and guest satisfaction, while assuring compliance with policies and Standard Operating Procedures.

Job Description
Manages Hotel Front Office, Front Services, Concierge, Resort Services, and Valet teams to achieve employee and guest satisfaction, while assuring compliance with policies and Standard Operating Procedures.

• 3-5 years supervisory experience required or related experience in a 1000+ room hotel.
• 4 – year Hospitality related Degree preferred
• 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.
• Must have a Funner personality.
• Computer skills required Word, Office, Microsoft Outlook, LMS, CMS and Excel.

• Assist in coordinating the Rack/Group GSA areas to ensure adequate staffing in each area; also, ensure Team Members in all areas understand the scope of their duties and responsibilities.
• Assist in interviewing and hiring prospective applicants; requires ability to communicate effectively using positive and clear English; fairly select the appropriate candidates to meet Harrah’s Resort standards, expectations, and core values.
• Conduct research and resolve guest allowances (billing disputes) using reasonable judgement.
• Train, coach, motivate and develop Team Members; communicate effectively, both verbally and in writing, all Front Office, Front Service, Valet, policies, procedures.
• Works with Director of Hotel Operations to develop annual profit and loss statements as well as capital requests.
• Responsible for managing the separations of team members.
• Responsible for continual service improvements resulting in a positive year over year service improvement measured through Total Service Scores or any current service reports/programs.
• Creates and ensures a fun (Funner) filled, entertaining and exiting environment, where the flawless execution of excellent service is paramount.
• Makes or recommends wage increases, promotions, and wages adjustments.
• Conducts timely Performance Reviews.
• Remain calm and alert, especially during emergency situations and / or heavy hotel activities, serving as a role model for all Team Members and Guests.
• Resolve customer concerns and complaints by conducting thorough research of the situation and by utilizing the most effective solutions for all hotel and property related areas.
• Responsible in responding to guest complaint letters, which requires good writing skills.
• Assists in yielding the hotel during periods where the Yield Management team is not available.
• Supervises training of all Front Services staff including Valet, Bell and Hotel staff with an emphasis on detail to provide service levels consistent with the “premier” concept, coordinates cross-training between all departments.
• Helps maintain and enhance a safe, secure and comfortable environment for our guests and employees.
• Adheres to regulatory, departmental and company policies and procedures.
• Plans work.
• Responsible for ensuring timely performance reviews for all team members.
• Handles employees’ complaints or grievances.
• Ensures employee compliance with Everyone Greets Everyone (EGE) requirement.
• Monitors legal compliance with federal, state, and gaming laws.
• Executes arrangement for all Casino and VIP guests such as, greeting, preregistration, baggage handling and VIP Valet door and Bell service treatment.
• Must be able to work any assigned shift or day of week as well as rotating shifts with fluctuating days off as required.
• Excellent customer service and public relations skills required.

• Ability to bend, stoop or 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…