Hotel Supervisor (Hilton Garden Inn, Horseshoe)

Caesars Entertainment•Council Bluffs, IA

About The Position

Caesars Entertainment is Blazing the Trail for our team members with an all new benefits program. Full-time team members are able to choose from four different medical coverage levels. We also have an on-site clinic for team members to take advantage of. Team members also have a variety of options with dental and vision plans, along with other voluntary benefits. All full-time team members are able to take advantage of enrolling in this benefits jackpot with their new career at Caesars Entertainment. We’re investing in your future more than ever with enhanced tuition assistance and an all-new student loan debt repayment program. As a new Caesars’’ Team Member, you’ll be eligible to begin reaping the rewards of many of these benefits, in just 12 months – with full access to all educational programs with just 24 months of continuous employment. Benefits include tuition assistance programs, student loan repayment, and dependent scholarship programs. We invite you to be part of the extraordinary and go All In on Education with us. Additional benefits include the option to enroll in 401k with a company match, free parking, and a wide variety of team member activities. Team members are also able to enjoy discounted meals in our team member dining room while on shift. This includes sandwiches, salads, fresh fruit, cereal and a wide variety of beverages. JOB SUMMARY: Supervises Front Desk, Transportation, Housekeeping, Laundry, and Food & Beverage services for assigned shift creating a differentiated service experience and ensuring optimum performance of all. Ensures that excellent service is provided to guests in a prompt, friendly and courteous manner. Builds guest relations through visibility to guest, solicitating/requesting feedback, resolves guest complaints relating appropriately and professionally. Ensures the hotel meets Hilton operation brand standards. Executes arrangements for Casino and VIP guests such as greeting, pre-registration, baggage handling and VIP guest service treatment. Achieves desired results in all areas of responsibility through staff development and training programs, established methods, procedures and guidelines to maintain desired standards, and high quality service. Then, monitors results through inspection, evaluation and analysis. Makes changes if necessary to achieve end result. Responsible for ensuring optimal operations and consistent high quality standards in areas of responsibility during all business hours. Supervisory accountability for all team members for day to day and long term operations to include hiring, training and developing employees which includes coaching, mentoring and appropriate performance management up to and including separation. Responsible for scheduling (planning, assigning and directing work) to meet business demands and ensure customer satisfaction. Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, and department goals. Instructs assigned employees as to the safety policies and procedures and reports all safety hazards are eliminated. Ensures all employees are trained on OSHA regulations. Performs all other related and compatible duties as assigned. Acts as a role model and always presents oneself as a credit to the Company and encourages others to do the same.

Requirements

Must possess excellent communication skills, particularly those skills needed to resolve complaints from dissatisfied and upset guests and to effectively lead, motivate and develop a diverse workforce.
Ability to respond calmly and make rational decisions in stressful situations with co-workers, guests and vendors.
Good oral and written communication skills including tact when dealing with difficult customers, must be fluent and literate in English.
Must be able to manage multiple objectives and tasks simultaneously, and continually assess and re-set priorities.
Ability to prepare, comprehend, and analyze Budget and P&L Statements.
Proven critical thinking skills required.
Ability to think independently in making decisions to maximize customer service experience and program profitability.
Must be a self starter and motivator and capable of working at times without constant direction.
Excellent interpersonal skills and organizational ability.
Must be proficient in Excel, Word, Power Point, Access and Microsoft Outlook.
Must present a well-groomed, professional appearance.
Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.
Must be able to work in a fast paced environment.
Must be able to work in areas containing dust, second hand smoke, varying noise and temperature levels, lighting, vibration, crowds and air quality.
Must be flexible with schedule, including nights, weekends, and holidays as required.
Must be able to listen and respond to visual and aural cues.
Ability to stand and walk, and mobility to move easily around entire property for entire shift.
Must be physically mobile with reasonable accommodations including ability to push and pull 50 pounds, and the ability to reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.
Must have the manual dexterity to be able to type, grab, grip, pull, hold, tear, sort, reach, and file appropriate paperwork.
Ability to stand and walk for entire shift and mobility to move easily around entire property.

Nice To Haves

Business or Hospitality related degree is desired.
2 years progressively more challenging role in guest services or operations; prefer leadership role in hospitality.

Responsibilities

Supervises Front Desk, Transportation, Housekeeping, Laundry, and Food & Beverage services for assigned shift creating a differentiated service experience and ensuring optimum performance of all.
Ensures that excellent service is provided to guests in a prompt, friendly and courteous manner.
Builds guest relations through visibility to guest, solicitating/requesting feedback, resolves guest complaints relating appropriately and professionally.
Ensures the hotel meets Hilton operation brand standards.
Executes arrangements for Casino and VIP guests such as greeting, pre-registration, baggage handling and VIP guest service treatment.
Achieves desired results in all areas of responsibility through staff development and training programs, established methods, procedures and guidelines to maintain desired standards, and high quality service.
Monitors results through inspection, evaluation and analysis.
Makes changes if necessary to achieve end result.
Responsible for ensuring optimal operations and consistent high quality standards in areas of responsibility during all business hours.
Supervisory accountability for all team members for day to day and long term operations to include hiring, training and developing employees which includes coaching, mentoring and appropriate performance management up to and including separation.
Responsible for scheduling (planning, assigning and directing work) to meet business demands and ensure customer satisfaction.
Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, and department goals.
Instructs assigned employees as to the safety policies and procedures and reports all safety hazards are eliminated.
Ensures all employees are trained on OSHA regulations.
Performs all other related and compatible duties as assigned.
Acts as a role model and always presents oneself as a credit to the Company and encourages others to do the same.