Hotel Services Manager

Downstream Casino Resort•Quapaw, OK

About The Position

Under the supervision of the Director of Resort Services, the Hotel Services Manager provides a professional Front Desk, PBX, Guest Services, and Seasonal Outdoor Pool environment to ensure top-quality customer service to hotel and resort guests. The manager directly oversees Front Desk, PBX, Guest Services, and Seasonal Outdoor Pool operations. All duties are performed in accordance with Downstream Casino Resort policies and procedures, Internal Control Standards, and objectives. The role oversees departmental financial reporting and budgets, staffing and employee development, guest and employee issue resolution, departmental procedures, policy compliance, coordination with Facilities and other resort departments, hotel system files, and hotel inventory. The manager is also responsible for promoting positive public and employee relations and maintaining a clean, safe, hazard-free work environment. Hours are determined by a 24-hour schedule, and work nights, weekends, and holidays as required.

Requirements

Must be at least 18 years old upon employment.
High school diploma or equivalent required.
Minimum of 3–5 years of front desk or hospitality management experience required.
Must have LMS user knowledge and be able to administer the system.
Proven ability to prepare and fulfill short-term developmental and operational goals, and financial knowledge necessary to assist with creating and adhering to departmental budgets.
Proficient computer skills.
Excellent customer service skills.
Ability to write routine correspondence and speak effectively to the public, employees, and customers.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interact effectively with customers and employees.
Ability to resolve problems and conflicts diplomatically and tactfully.
Proven leadership ability to guide subordinate supervisors and ensure effective employee relations.
Strong interpersonal skills for verbal and written communications with subordinates, guests, and other management personnel.
Must be able to obtain and maintain a valid gaming license.
Must be able to read, write, speak, and understand English and respond to visual and aural cues.
Must work nights, weekends, and holidays as required.
Employment is contingent upon a favorable background investigation and drug screening.

Nice To Haves

Knowledge of the casino industry.
Knowledge of housekeeping operations.

Responsibilities

Prepare detailed financial reports to ensure adherence to established budgets; investigate and resolve discrepancies; and assist in preparing operating budgets.
Prepare and approve work schedules, ensure proper training, conduct employee evaluations, and assist with or be responsible for hiring team members for Front Desk, PBX, Guest Services, and the Seasonal Outdoor Pool.
Investigate and resolve employee and guest problem situations.
Maintain and implement departmental procedures.
Oversee adherence to company policies and procedures, including Purchasing, HR, and Compliance.
Communicate and coordinate hotel and resort maintenance issues with Facilities, and room booking status with Guest Services, VIP Services, and Housekeeping.
Interview, hire, train, schedule, appraise, and supervise directly assigned personnel.
Maintain hotel system files.
Promote positive public and employee relations.
Maintain a clean, safe, hazard-free work environment within the area of responsibility.
Perform other related and compatible duties as assigned.
Meet attendance guidelines and adhere to regulatory, departmental, and company policies.
Attend necessary meetings and assist with other projects as directed.
Manage hotel inventory to ensure maximum occupancy without overbooking.