Manager Hotel Operations

Resorts World Las Vegas•New York, NY

1d•Onsite

About The Position

The Manager Hotel Operations is responsible for overseeing all aspects of hotel operations, including front office, housekeeping, guest service agents, retail, call center, wardrobe, guest room attendants, housepersons, and bell staff. This role also serves as the manager on duty for hotel operations. The position requires establishing and maintaining 5-star service standards, managing employees and guest relationships, and responding to guest complaints professionally. Key responsibilities include conducting accurate payroll and scheduling, managing financial procedures like closing paperwork and money drops, coordinating Front Desk activities with Guest Relations and other departments for VIPs, performing daily guest room inspections, and controlling hotel inventories to achieve maximum sell-out at maximum rates. The manager will also attend pre-convention meetings and work closely with meeting planners for group activities. Furthermore, the role involves managing effective recruitment, hiring, training, recognition, coaching, counseling, and ensuring timely performance reviews for all employees within assigned departments. The company, Resorts World New York City, strives to provide world-class gaming, exquisite dining, and unique entertainment experiences, seeking enthusiastic and dedicated professionals.

Requirements

BA/BS in Business Administration, Marketing, Hotel and Restaurant Management or a related field.
Five (5) years Front Office or Hotel Management experience.
Three (3) years in a supervisory capacity in a high-volume luxury property.
Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission.
Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
Able to complete all assigned task despite frequent stressful, emergency, critical or unusual interruptions.
Strong supervisory and communication skills.
Strong Organizational skills and demonstrated problem solving skills.
Working knowledge of Microsoft Office.
Ability to read, analyze, and interpret documents, such as policy and procedure manuals and other related documents.
Ability to respond to common inquiries from other Team Members or guests.
Fluency in English required.
Ability to write detailed instructions and correspondence.
Ability to effectively present information in one-on-one and small group situations.
Ability to compute complex mathematical calculations.
Ability to work with mathematical concepts such as probability and statistical inference.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to decipher various reports and maintains reports upon request with strong decision-making and problem-solving skills.
Ability to work well under pressure and deadline.

Nice To Haves

Previous experience in a five-star facility.
Previous experience in a resort casino environment.

Responsibilities

Responsible for the hotel operations, front office operations, housekeeping and includes guest service agents, retail, call center, wardrobe, guest room attendant, houseperson, bell staff and Hotel Ops shift manager.
Upholds and complies with Company’s Standards at all times.
Establishes and maintains standards of a 5-star service.
Manages the hotel operations, employees and employee’s/guest relationship.
Responds to guest complains.
Responds in a courteous, professional, and rapid manner in order to resolve all guest and staff difficulties.
Conducts accurate Payroll and scheduling towards business needs.
Manages and witnesses closing paperwork and money drops.
Manages day-to-day Front office operations.
Coordinates Front Desk activities with Guest Relations and other departments for all VIPs.
Performs daily guest room inspections.
Maintains proper credit and cash bank procedures.
Checks cashier in and out and verifies banks and deposits at the end of each shift.
Enforces all cash-handling, check-cashing, and credit policies.
Controls hotel inventories to achieve maximum sell out at maximum rate.
Attends pre-convention meetings and works closely with meeting planners to coordinate group activity.
Manages effective recruitment, hiring, training, recognition, coaching and counselling and other personnel related matters are being handled appropriately throughout assigned departments.
Facilitates and ensures that performance reviews of all employees within department are complete on a yearly basis.
Manages payroll and all other activities.
Performs other tasks as assigned.
Demonstrates consistent regard and dedication to guests, vendors, colleagues and the Company by being engaged, interested and productive.
Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the Company’s success.
Demonstrates an understanding of the impact actions and decisions have on the Company both financially and on guest relations.
Demonstrates the courage and initiative to present new ideas and perspective to create positive results.
Exhibits respectful consideration of viewpoints, situations and others.
Puts the guest at the forefront of every decision.