Hotel Guest Service Manager (Caesars New Orleans)

Caesars Entertainment•New Orleans, LA

23h•Onsite

About The Position

The Guest Services Manager leads the teams responsible for elevating every detail of the guest experience. This includes overseeing our Butler Services Team, who provide personalized finishing touches throughout each stay, and our Concierge Team, who curate tailored itineraries and assist guests in making the most of their time with us.

Requirements

Must be at least 21 years of age.
Previous management experience within detailed service operations.
Must be able to read, write, speak and understand English.
Must possess excellent customer service/communication skills.
Available to work required schedule which may include nights, weekends, holidays and overtime as needed.
Must be able to maintain a neat, professional, well-groomed appearance and uphold company appearance/dress standards.
Must be physically mobile with reasonable accommodation.
Must be able to respond to visual and oral cues.
Must be able to lift and carry up to 35 lbs. (glass racks, coffee urns, bins of flatware, supplies to restock service stations).
Must be able to reach above and below the shoulder, grip small items (i.e. flatware, plates, cups, glasses), bend, stoop and twist while carrying restaurant stock to and from supply areas; able to reach across tables; able to stand and walk for up to four hours; able to use hand motions when cleaning and wiping counters and table tops.
Must be able to tolerate industry standard chemicals used for cleaning and sanitizing.
Able to tolerate second-hand smoke, noise and bright lights.
Able to work at a fast pace in an often crowded/noisy environment.

Responsibilities

Is well organized to ensure our Butler team is prepared to deliver flawless service to all our VIP guests.
Maintains and tracks inventory within the butler pantry to ensure we have amenities on hand to place in guest rooms.
Walks suite floors within both towers and coordinates with facilities and housekeeping teams to keep room product in pristine condition.
Coordinates with internal table games and slots teams so VIP guest preferences are available as guests are playing as well.
Maintains notes between guest visits for guest preferences so they are ready on their arrival time on upcoming trips.
Coordinates with hotel and host management teams to monitor which guests will be placed in which suites.
Maintains the schedules for the butler and the concierge team so that service may be delivered matching hotel volumes.
Is knowledgeable about events and festivals taking place in the city so to coach our concierge team on items to be suggested to guests on their trips with us.
Provides positive feedback to employees, as well as, corrective feedback to negative actions.
Handles special projects and other job duties as assigned.
Maintains cleanliness of designated areas as directed in accordance with established health and safety standards.
Supervises employees including maintaining proper employee/employer relations, recognition, evaluating performance and administering discipline.
Operates and maintains equipment as required in accordance with established guidelines and safety procedures.
Must be able to understand and manage within the departmental budgetary guidelines.
Provides personalized service and uses guests’ names and preferences.
Must receive verification from Supervisor on duty confirming all necessary assigned duties before leaving for day or receiving service charges from bartender.