Hotel Operations Manager
Job Description
Summary Statement:
Our guests seek extraordinary experiences, driving them to explore more, enjoy every moment, and return for more. Our property stands out in every aspect, including our business operations, utilizing the latest technology to ensure that guests have everything they need at their fingertips or with a single phone call. The Hotel Operations Manager at Resorts World Las Vegas provides support to the Assistant Director of Hotel Operations, offering direction and leadership to the Front Desk team. This role ensures guest satisfaction and efficiency in all processes while maintaining the highest level of service.
Primary Job Duties: – Includes but is not limited to:
- Responsible for the management and supervision of the daily shifts and provides support to the Senior Management in the front and back-office operations, ensuring quality guest service is delivered consistently to all guests.
- Immediately addresses and resolves guest challenges and feedback while adhering to Resorts World Las Vegas standards and brand attributes.
- Maintains a consistent Lobby and Front Desk presence, ensuring all staff are performing in accordance with Company standards.
- Provides strategic input on operational issues that affect the property. i.e., yield rate strategies, labor standards, guest service issues and continuous improvement opportunities.
- Owns the “one stop shop” experience during all aspects of the guest journey. Knowledgeable and familiar with all hotel amenities, local attractions, and activities to identify sales opportunities and promote premium rooms, suites, and offerings to guests and team members.
- Possess the appropriate knowledge and skill level to function as Shift Manager, Guest Services Ambassador, Lobby Ambassador, and Back Office support as needed during peak periods.
- Owns the cleanliness and organization of the lobby, to include guest traffic flow, queues and directing guests as appropriate to minimize wait times.
- Resolve guest challenges and special requests within limits of authority and empowerment and in a timely manner and coordinate with outside Departments as appropriate.
- Manage all financial verification transactions carefully to ensure Front Desk Representatives who use cash banks are accurately balanced at the end of each shift.
- Responsible for thorough completion of special projects/assignments provided by Senior Management.
- Obtain and maintain position-specific licensing.
- Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
- Other duties as assigned.
Qualifications: – Includes but is not limited to:
- Ability to work varied shifts, including nights, weekends, and holidays.
- Strong interpersonal skills and the ability to deal with guests and work with business partners and colleagues from diverse cultures and nationalities.
- Ability to effectively communicate in English.
- Polished appearance and demeanor.
- Ability to successfully lead and mentor a team.
- Excellent customer service skills.
- Ability to obtain & maintain full knowledge and understanding of company and department rules and regulations, policies, and procedures.
- Fluent in more than one language.
Preferred:
- Working knowledge of computer hardware and software (MS Office)
- Working knowledge of Microsoft Office applications, Point of Sale systems, Property Management systems and Casino Player Tracking systems.
- Working knowledge of money handling, intermittent level math and accounting responsibilities.
- Working knowledge of Opera, HotSOS and/or Synkros by Konami.
- Working knowledge of Hilton Opera and/or OnQ R&I.
- Previous experience working in a large, luxury resort setting.
Minimum Education and Experience:
- At least 21 years of age.
- Bachelor's degree in a related field or equivalent work experience in similar or related field.
- Minimum two years of experience within Hotel Operations.
- Minimum one year of related operational supervisory or management experience.
Certificates, Licenses, Regulations:
- Proof of eligibility to work in the United States
- Ability to obtain the following:
- Nevada Gaming Registration
Physical Demands:
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Work is typically performed in an office environment.
- Must be tolerant to varying conditions of noise level, temperature, illumination, and air quality.
- Prolonged sitting/standing.
- Bending and reaching.
- Transporting, pushing, pulling, lifting, and maneuvering items weighing up to 10 lbs.
- Eye/hand coordination.
- Ability to comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (SDS) and other instructions.
At Resorts World Las Vegas, we believe that every member of our team is an ambassador and is essential to the success of our company. We expect all Team Members to take personal ownership in ensuring everything they do is in the best interest of the company and that all will adhere to our five core non-negotiable responsibilities.
Everyone is an Ambassador–No matter where you work at Resorts World Las Vegas, it is your responsibility to treat this property like you would your own home. No one gets hurt, everyone feels secure, the environment is clean, and every guest gets what they need.
Everyone works in Safety–If you have a safety concern, it is your responsibility to address it by correcting it or notifying the appropriate department or individual.
Everyone works in Security–If you See Something, it is your responsibility to Say Something. You must notify the appropriate department or individual if you feel there is a security concern.
Everyone works in EVS–If there is trash on the floor, it is your responsibility to pick it up. If it is a mess that needs more attention, it is your responsibility to notify the appropriate department or individual.
Everyone works in Guest Experience–If a guest needs assistance, it is your responsibility to assist that guest and do so with a smile. If the guest needs more assistance than you can provide, it is your responsibility to notify the appropriate department or individual.