Senior Hotel Operations Manager

Resorts World Las Vegas•Las Vegas, NV

1d•Onsite

About The Position

Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat. Our property will be unique in every way, including the way we conduct business using the latest technology creating an experience where anything a guest could want is at their fingertips or a single phone call away. It is the primary responsibility of the Hotel Manager at Resorts World Las Vegas to provide support to the Assistant Director of Front Office with direction and leadership for the property Front Desk team, ensuring guest satisfaction and efficiency in all processes while maintaining the highest level of service.

Requirements

Bachelor's degree in hospitality, management, or related field or equivalent experience.
At least two (2) years of experience in directly related hotel operations.
At least two (2) years of experience in hotel operations management overseeing different workstreams related to revenue and labor management.
Strong interpersonal skills and the ability to deal with guests and work with business partners and colleagues from diverse cultures and nationalities.
Excellent customer service, written and verbal communications and telephone etiquette skills
Working knowledge of computer hardware and software (MS Office)
Working knowledge of Microsoft Office applications, Point of Sale systems, Property Management systems and Casino Player Tracking systems.
Experience managing a workforce of at least 50 employees.
Working knowledge of money handling, intermittent level math and accounting responsibilities.
Ability to effectively communicate in English.
Polished appearance and demeanor.
Ability to successfully lead and mentor a team.
Excellent customer service skills.
Ability to obtain & maintain full knowledge and understanding of company and department rules and regulations, policies and procedures.
At least 21 years of age.
Proof of eligibility to work in the United States
Gaming Card

Nice To Haves

Working knowledge of Opera Cloud and SHR.
Trained in Forbes Travel Guide standards.
Working knowledge of Opera, HotSOS and/or Synkros by Konami.
Fluent in more than one language.
Previous experience working in a large, luxury resort setting.

Responsibilities

Responsible for the management and supervision of the daily shifts and provide support to the Senior Management in the front and back-office operations, ensuring quality guest service is delivered consistently to all guests.
Immediately addresses and resolves guest challenges and feedback while adhering to Resorts World Las Vegas standards and brand attributes.
Maintains a consistent Lobby and Front Desk presence, ensuring all staff are performing in accordance with Company standards.
Provides strategic input on operational issues that affect the property. i.e., yield rate strategies, labor standards, guest service issues and continuous improvement opportunities.
Owns the “one stop shop” experience during all aspects of the guest journey.
Knowledgeable and familiar with all hotel amenities, local attractions and activities in order to identify sales opportunities and promote premium rooms, suites, and offerings to guests and team members.
Possess the appropriate knowledge and skill level to act as Shift Manager, Guest Services Ambassador, Lobby Ambassador, and Back Office support as needed during peak periods.
Enhances the guest experience using technology while offering a personalized interaction.
Owns the cleanliness and organization of the lobby, to include guest traffic flow, queues and directing guests as appropriate to minimize wait times.
Ensure guests have a seamless journey when interacting with the Resorts World Las Vegas mobile solutions and assume full ownership of the mobile experience as it relates to the guest experience.
Resolve guest challenges and special requests within limits of authority and empowerment and in a timely manner and coordinating with outside Departments as appropriate.
Responsible for maintaining a working knowledge of current promotions and rate codes.
Actively conducts Team Update handover briefings to staff reporting for duty to communicate Company updates, policy changes, hotel occupancy, special events, and messages from Senior Management.
Handle all financial verification transactions carefully to ensure Front Desk Representatives who use cash banks are accurately balanced at the end of each shift.
Accurately completes checklists and reports associated with specific shifts and pass down appropriate information.
Assist in the recruitment and interview process; conduct initial screening of all possible candidates
Monitor and adjust both weekly and daily staff schedules as business demands dictate.
Daily monitoring of shift break board, ensuring staff are reporting to work, leaving and taking breaks on time and controlling payroll expenses by allowing staff to leave early during slow periods.
Maintain and execute staff engagement programs by monitoring team performance and contribution to overall department goal.
Creates and issues employee evaluations, upon approval from Assistant Director/Director of Hotel Operations
Develop and provide staff advancement for promotional opportunities.
Knowledgeable of applicable Resorts World Las Vegas and Hilton systems, which may include but are not limited to: Opera, Konami, SHR, HotSOS, etc.
Extensive knowledge of Forbes 5-Star service standards; monitor, provide direction and support team members daily to ensure standards are upheld.
Reviews guest surveys on a regular basis and assist in identifying action items to enhance the guest experience.
Respond to guest correspondence and resolve challenges in a timely manner.
Monitor and correct performance of team members; provide coaching and counseling as needed.
Ensure team members follow Department and Company policies.
Prepare and issue disciplinary action as required.
Responsible for thorough completion of special projects/assignments provided by Senior Management.
Provide unmatched service, proactively seeks opportunities to enhance guest satisfaction and takes ownership of all team member and guest requests.
Works within RWLV and OSHA guidelines to prevent hazards, injury, and an unsafe work environment.
Performs proper job functions by consistently following company rules and regulations as well as department policies and procedures.
Proper performance requires physical and mental dexterity to accomplish tasks associated with the completion of the job responsibilities.
Responds to emergency situations as necessary by following departmental procedures, staying calm, and assisting Security as needed.
Ensure all Resorts World core values and property and department standards are implemented and applied.
Obtain and maintain position-specific licensing.
Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
Oversee and manage the different department workstreams at the front office.
Liaise and communicate with other hotel departments to ensure success in the daily operations.
Responsible for the overall scheduling and labor management of the front office while ensuring that it is aligned with company and department goals.
Understands, monitors and executes revenue strategies to maximize occupancy as well as room and ancillary revenues.
Responsible for overseeing and monitoring the training needs of the department
Responsible for overseeing in-house group requests on a timely manner and ensuring overall group satisfaction.
Responsible for balancing room inventory and ensuring profitability.
Responsible for managing supplies at the front office.
Collaborates with Guest Relations on improving Guest Satisfaction scores.
Directly reports to the Assistant Director of Hotel Operations
Other duties as assigned.