Operations Manager at the Cherokee Hotel at Harrah's - Cherokee, NC

12 Oaks Parking • Cherokee, NC

6d • Onsite

About The Position

12 Oaks Parking, a family-owned and operated business with over 15 years of experience in valet and hotel services, is seeking an experienced Operations Manager. This role will lead and develop the 24/7 valet and parking services team at the Cherokee Hotel at Harrah's. The Operations Manager will lead a supervisory team and staff including valets, bell persons, key clerks, and shuttle drivers to provide first-class hospitality and service to guests. The position requires direct oversight and responsibility for account performance to achieve financial, guest satisfaction, and client satisfaction objectives. A strong understanding of high-volume event parking and the ability to adapt to changing demands of conferences, conventions, and special events while maintaining service standards of the Hotel is essential. Previous valet management experience is required.

Requirements

• Previous valet management experience is required.
• Strong understanding of high-volume event parking.
• Ability to adapt to changing demand of conferences, conventions, and other special events while maintaining service standards of the Hotel.
• All applicants must submit to and pass pre-employment testing to include background check and MVR (motor vehicle record) review.

Responsibilities

• Comprehend business metrics and ensure high performance and efficiency.
• Demonstrate high level knowledge of budgets and P&L performance.
• Display the ability to improve the overall performance and profitability of the account.
• Understand contractual agreements and ensure both 12 Oaks & clients are treated fairly.
• Manage scheduling, overtime, tip reporting and timekeeping for associates.
• Ensure that payroll and accounting reports are on time and accurate.
• Effectively utilize standardized business systems as developed by 12 Oaks and ensure compliance with policies and procedures.
• Hiring, onboarding and credentialing new associates to meet gaming and client guidelines.
• Recognize great performance and promote an environment that retains talented associates & develops future leaders.
• Respond proactively to associate feedback and suggestions.
• Ensure that new associates receive proper orientation and training.
• Identify where the team and individual performers need to improve and properly train and coach.
• Lead effective associate meetings and ensure that shift huddles happen on every shift.
• Coach in the moment and provide consistent and timely performance documentation.
• Guarantee consistency in service experience on all shifts.
• Coordinate and lead a team of salaried managers to assist with carrying out directives.
• Strategically schedule based off needs of the property and ensure quality service delivery.
• Comprehend and train team on client service standards and integrate 12 Oaks standards to complement them.
• Achieve success and consistency with mystery shop reviews quarterly.
• Understanding of business black-out dates for holidays and events.
• Develop working relationships with the clients' staff members & follow through on commitments.
• Uphold consistent meeting rhythms and communication with the client.
• Maintain weekly reporting to the client as well as the Tribal Gaming Commission.
• Know when to be present at the site and maintains a high level of visibility.
• Seek out and identify what goals are important to the client and develop a team focused exceeding those expectations.
• Focus on building client loyalty to promote future growth.
• Become an expert on systems provided by 12 Oaks to maximize self-sufficiency.
• Train all associates on equipment and SOP's to ensure financial compliance and consistency.
• Maintain a clean and neat work environment.
• Accomplish all tasks in a timely manner.
• Treat clients and associates with courtesy, respect and dignity.
• Know and follow safety and security techniques.
• Identify and assess high risk areas or safety concerns.
• Ensure all associates have been trained in safety and loss prevention SOP's.
• Ensure that all claims and incidents are reported and documented in a timely manner.
• Consistently document associates for at-fault claims and safety standard violations.
• Adhere to 12 Oaks employment and payroll policies and procedures to mitigate.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed