Assistant Hotel Operations Manager

Mohegan Sun•Montville, CT

1d•Onsite

About The Position

This position is responsible for overseeing the Front Desk, Concierge, Pool, Bell Desk, Aquai and Ascend Reception desks, while providing on-going training and providing the highest level of customer service to our Guests, in accordance with the Company’s vision statement.

Requirements

Associates’ Degree or equivalent
Three years of hotel experience with at least one year of supervisory experience in a high volume, complex casino/hotel environment or four or five star luxury hotel
Previous experience in coordinating events and activities
In lieu of a Degree and previously mentioned experience, five years of hotel experience with at least one year of supervisory experience in a high volume, complex casino/hotel environment or four or five star luxury hotel may be considered
Excellent written and verbal communication skills
Strong organizational and multi-tasking skills
Intermediate computer skills in Word, Excel and Outlook
Knowledge of LMS, LRS, Espresso, HMS, ACSC, Bar tech, Timelox/DC1,Hotel paging system, Lodgenet, Telecheck, RPOS and any other software programs used in Hotel Operations
Extensive knowledge of the property and local areas and destinations
Possesses a high level of maturity to deal with the most discriminating guest requests and requirements
Knowledge of the Mohegan Tribal Employment Rights Ordinance (TERO) as it relates to employment
Must attend all appropriate Human Resources Manager Training classes
Knowledge of Mohegan Sun corporate and department policies and procedures
Knowledge of Ascent, EmpowerTime and Manager Self Service systems
Knowledge of Mohegan Sun budget planning and analysis process

Responsibilities

Assists the Hotel Manager in developing schedules for the hotel staff and supervising the workflow to assure efficiency and accuracy
Addresses Guest concerns in a timely manner
Stays abreast of current Guest Service scores for the department and works to improve them
Responsible for assisting with the scheduling, training, evaluating and counseling of the Guest Receptionists and supervisors
Ensures computer back-up reports are run and documents are current
Processes daily due-outs and express checkouts in a timely manner to ensure maximum availability of rooms on the hotel rack
Manages the preparation, arrival and departure of all corporate, convention and bus groups
Runs and reviews Manual over-ride report and room revenue potential, looking for any rate discrepancies
Monitors the completion of the over the credit and non-zero reports
Monitors the accurate completion of daily room blocking (i.e. deposits and accessible rooms)
Performs the daily date-roll process, including posting of room and tax, disputes, suspense, batching of telecheck machines and reporting functions
Monitors employee and guest interactions according to the WOW Customer Service Standards by conducting surveys of customer service levels through LRS and tracking the results
Performs pre-shift meetings to keep staff updated on daily activities and events
Ensures supplies are ordered and maintained in an organized fashion
Attends daily operations meetings to review prior day’s events and discuss strategies for current days activities
Reviews phone logs to ensure abandonment rate stays below 10%
Maintains a daily log of administrative complementary rooms
Assists in the coordination of special requests with VIP Services