Assistant Manager Hotel Operations (Flamingo LV)

Caesars Entertainment Corporation•Las Vegas, NV

49d

About The Position

Oversee the operation of the Hotel Front Office to ensure that each guest receives superior customer service and a World Class hospitality experience. Ensures implementation and adherence to audit standards, legal requirements and Brand Standards and initiatives. Maintains Caesars Entertainment's reputation for outstanding service by providing hospitable, courteous service and exhibiting a positive attitude. It is the mission and intent of this position that the incumbent will take full responsibility for all aspects of the Guest experience and uphold our brand standards. Be proactive, creative and driven results. Actively interact with all operating areas and be on call to aid guest issues to all departments. Provide solutions when guests need attention to complaints, medical assistance and emergencies. Proactively anticipate possible service failures throughout the property and assists and/or contact appropriate departments to resolve such failures. Keep accurate records and reporting of incidents.

Requirements

Must be 21 years of age or older
College degree in Hotel Management or related business field preferred
Three to five years of hotel experience and two years of supervisory background are required
Ability to identify problems/issues and resolve quickly
Ability to handle difficult and demanding guests and employees
Must possess strong interpersonal and communication skills
Must present a professional image
Property Management System experience with strong computer skills
Strong working knowledge of LMS
Strong organizational, administrative and communication skills
Ability to handle multiple tasks accurately and efficiently
Excellent communication skills, both verbal and written
Literate and fluent in English (bi-lingual preferred)
Ability to work independently
proactive and has initiative
Strong attention to detail, creative, self-motivated, confident, approachable, meticulous, proactive and takes initiative

Nice To Haves

College degree in Hotel Management or related business field preferred
Literate and fluent in English (bi-lingual preferred)

Responsibilities

Ensures total satisfaction of the guests and clients
Oversees Guest Service Recovery Program by listening to and offering reasonable solutions in response to hotel guests and recording appropriately
Develop goals and incentives to increase guest service
Completes daily property walks, including but not limited to, the casino floor, outside property, back of the house areas, rooms and suites; provide follow up on any issues noted and report appropriately.
Ensures staffs' uniforms, personal hygiene and grooming standards
Ensures the comfort and satisfaction of guests in the hotel
Greet and meet guests arriving or departing the hotel
Conducts property tours as directed
Monitors staff's interaction with the guests ensures that all situations are taken care of in accordance with set service standards and to step in when others need assistance providing such guest satisfaction.
Facilitate inter department cooperation needed to accommodate guest requests
Ensures accuracy and timely completion of all guest recovery communication, including phone calls, letters, and emails
Take full responsibility for the daily Guest experience
Reviews and establish, together with Director, appropriate service initiatives and training relating to the increase in guest satisfaction.
Will assist in the welcome of guests upon arrival and departure
Accurate tracking and documentation of guest service failures
Analyze and Communicate trends regarding guest preferences, service failures, and overall guest experience
Highlight any discrepancies and/or issues to the Management as and when required
Check on Associates' grooming standards to ensure grooming is up to Hotel's standard
Perform duties as assigned by the overseeing Director and Vice President.
Fully enforce our Total Service Standards by setting proper example
To instill professional guest services
Conduct impromptu "shopsï¿½? of associate and management interactions to ensure proper behaviors are elicited
Responsible for creating continued education training and retraining programs to enhance and enforce all aspects of our guest experience
Assist staff with their job functions to ensure optimum service to the guest
Work closely with other key departments to ensure guest satisfaction such as Hotel Operations, Casino and Food and Beverage
Works closely as a team with security managers and supervisors during guest emergencies and property emergencies
Maintain GS Manager SOP's and updates
Fully versed on Total Service program, Brand standard and secret shopper and incorporate into all training standards
Fully versed on all department's emergency SOP, public protocols associated with emergencies with guests, and hotel emergencies
Open communication of all guest incidents, property walks to the Hotel Manager team, Directors and Executive
Immediate escalation to executives on service issues that could elevate to a legal, gaming control, or safety violation
Open communication to all divisions due to business demand spikes that were not anticipated to be resolved immediately
Maintain accurate guest correspondence logs
Answer all guest calls as priority while on duty, follow up paperwork later
All follow up calls returned within 24 hours when not on duty, all guests written correspondence answered in writing within 5 working days of post mark.
Plan training schedules to assist Director of T/GS and operators
Ensure support and guidance given to other divisions to maintain brand and service standards
Strategically thinking ahead and implementing procedures to enhance and improve the guest experience.