Hotel Operations Manager - Full Time (Tropicana Laughlin)

Caesars Entertainment•Laughlin, NV

12d

About The Position

The Hotel Operations Manager manages the operations of the Front Desk and Bell/Valet, including day-to-day front desk operations. The role promotes a positive, motivating teamwork environment and ensures guests receive top-quality customer service and hospitality in accordance with company service behavior standards. The manager oversees staffing, scheduling, departmental budgets and monthly profit-and-loss responses; monitors business levels, selling status, rates and occupancy; and ensures proper night-audit, group-handling and billing procedures. The role also supports workplace safety and workers’ compensation efforts, ensures staff receive departmental and required safety training, and develops and enforces department policies and procedures. This position handles employee hiring, selection, training, direction, pay and work-hour adjustments, appraisals, complaints, discipline and termination. It communicates information to supervisors through daily pre-shift meetings and service buzz sessions, responds verbally and in writing to guest issues, prepares aging documentation for monthly meetings, and is prepared to perform any position when needed.

Requirements

Strong interpersonal skills.
Front desk management experience required.
College degree or comparable work experience.

Nice To Haves

Two years of employment in a front-service or guest-service field preferred.

Responsibilities

Manage Front Desk and Bell/Valet operations, including day-to-day front desk operations.
Promote a positive work environment and provide a motivating teamwork experience.
Schedule staff appropriately and adjust hours according to business levels.
Prepare annual departmental budgets, monitor them monthly, and prepare monthly profit-and-loss responses based on budget results.
Work with the Risk Manager to identify light-duty positions and help reduce time loss for injured employees and workers’ compensation costs.
Ensure staff receive department training and quarterly and annual safety, Hazcom and bio-hazard training.
Handle hiring, interviewing, selection, training, discipline, termination and superior notice functions.
Direct employees’ work, adjust rates of pay and hours of work, maintain production, handle employee complaints, and prepare performance appraisals.
Communicate information daily to supervisory staff through morning pre-shift meetings and service buzz sessions.
Respond verbally and in writing to guest issues and ensure guest satisfaction through top-quality service and hospitality.
Develop, handle and enforce department policies and procedures.
Monitor and prepare aging documentation for the monthly aging meeting.
Oversee daily selling status while maximizing rate and occupancy.
Ensure proper procedures and completion of the daily night audit.
Ensure group handling and billing procedures are followed.
Plan work, provide for safety and security, and monitor or implement legal compliance matters.
Step into any position if the need arises.