Hotel Operations Manager

CLIFF CASTLE CASINO HOTEL•Camp Verde, AZ

About The Position

Responsible for successful overall direction, administration, and coordination of all areas of the Hotel Operations Department: Lodging, Housekeeping, EVS, Transportation and Retail. Manages or assists in managing these departments in accordance with CCCH’s established policies, procedures, and controls. Support in training, staffing, and supervision of team. Monitor labor and operating supplies costs, be proactive monitoring of guest service scores and comments.

Requirements

High School
Minimum 10 years’ experience in hotel operations management, required.
10 years’ experience in a supervisor/management role required.
Must possess general knowledge of luxury hotel/hospitality operations including but not limited to safety and security programs, staff management, forecasting, quality assurance, and service recovery techniques for a 4 star property or better.
Must have strong computer skills (Microsoft Office, Opera, Agilysys and Revenue Management).
Must possess excellent communication (verbal, written) skills and be fluent (read, write, speak) in English.
Must be able to maintain professional composure in fast-paced, high-stress environment and de-escalate tense situations.
Excellent Customer Service Abilities and experience working in a Large multi-outlet Gaming Property.
Experience leading teams of over 100 team members.
Must have experience in negotiating contracts with multiple vendors.
Must have experience working with group events.
Must be 18+ years old and be available for all shifts, including weekends and holidays.
Must be eligible to work in the U.S. and pass a drug test and background check for an AZ Gaming License.
Must adhere to all Cliff Castle Casino Hotel policies and procedures.
Must be committed to providing exceptional guest service through a welcoming, friendly, and professional environment.
Aim to exceed guest expectations with attentive, personalized service and prompt responses and resolution.

Nice To Haves

Two Year Degree
Bilingual in Spanish/English, preferred).

Responsibilities

Manage the Front Desk, Command Center, Revenue Management and the Housekeeping Department to effect superior guest service, operational expertise, and achievement of projected revenues.
In coordination with the Director of Hotel Operations, create, develop, and implement an effective strategy for all areas, coordinating with all levels of staff to determine and achieve objectives for future growth and expansion.
Partner with Sales Manager to efficiently book small room groups and tours as needed.
Exercise appropriate financial acumen and diligence with effective use of forecasts to schedule staff appropriately and control operating expenses.
Establish and maintain operating systems and procedural expertise to ensure impeccable guest service.
Prepare and review various reports, identify potential misinformation or discrepancies, and notify appropriate individuals for informational purposes or to correct.
Monitor and analyze service levels and general operations of all assigned departments on a regular basis.
Facilitate the flow of information by conducting regularly scheduled meetings with the staff.
Record inspection results, resolve guest complaints, and maintain accommodation standards daily.
Maintain adequate staffing levels by interviewing, selecting, training, and managing performance of Team Members.
Clearly communicate all property promotions, special events (Marketing and Hotel/Lodge) to department and outside-department staff using current Marketing collateral and ensuring it is availability throughout the property.
Check and maintain daily reports for all revenue generating venues as requested by Director of Hotel Operations.
Monitors information on the Hotel Website.
Ensures booking engine, links and packages are working correctly.
Monthly walk rooms with the Housekeeping Manager and property with the EVS Manager.
Walk the property daily.
Perform other duties as assigned.