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Hotel Operations Manager
4 months ago
DescriptionJob Overview
The Hotel Operations Manager is responsible for the overall coordination and execution of the Hotel Front Desk, Bell, Valet, Retail services and a Starbucks outlet. Works closely to support and manage hourly team members to ensure guests have a sense of belonging and importance as well as ensuring that other departmental goals and objectives are attained. This position reports directly to the Director of Hospitality.
PurposeOur genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.
Value SystemOur enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.
Duties And ResponsibilitiesGreets all guests and team members while projecting a positive imageRecruits staff, screens applicants and conducts auditions for employment
Actively coaches, mentors and develops team members
Monitors departmental service levels ensuring that standards are upheld to attain and maintain AAA 4 diamond rating
Creates an operating environment that assures consistent guest satisfaction
Maintains a detailed inventory of supplies for designated work areas and re-orders supplies as necessary
Manages departmental expenses ensuring budgetary margins are maintained
Keeps staff informed of pertinent information and conducts departmental meetings and trainings as necessary
Liaises with other departments as operational issues arise
Ensures that complimentary transactions are properly recorded
Collaborates with department heads to maximize daily occupancy using hotel forecasting reports, room management reporting and the property management system to ensure Casino interests are met
Maintains product and service quality standards by generating shift reports, recording key hotel statistics, hotel staffing and financial reports
Promotes total guest satisfaction by addressing complaints, answering inquiries, and resolving problems that Guests may have encountered or brought to the Property's attention
Conducts performance evaluations for all direct reports to emphasize the success or failure of achieving the stated goals and advancing their professional development
Ensures team is well trained on emergency procedures
Limits the number of accidents and injuries by promoting job safety and ensuring staff's adherence to established procedures
Other duties & responsibilities as assigned
Job Requirements: (please ensure you meet the listed requirements prior to applying) High School diploma or GED– required
Bachelor's Degree in Related Field AND two (2) years Supervisory experience– requiredOR Four (4) years' experience in a Management position– required
OR Three (3) years' experience in a Supervisory position with Wind Creek Hospitality– required
Four (4) years' hotel supervisory experience in a 4 Diamond or above hotel- required
Good writing and verbal communication skills- required
Casino Hotel experience- preferred
Must be computer proficient and have an extensive knowledge in working with Microsoft Office Suite products (Word, Excel, PowerPoint, and Outlook) and other hotel related software and systems
Must be able to lift and carry up to 60 lbs
Must be able to stand and walk for entire shift
Must successfully pass job interview, including a guest service audition
Must be able to work effectively in a fast paced, high volume environment
Must be able to operate standard office equipment – phones, computers, etc.
Must possess and maintain a valid state driver's license
Willing to work odd and irregular hours including nights, weekends, and holidays
Willing to travel and participate in training as recommended or required
Must have an Occupational License (or the ability to obtain and maintain a license) pursuant to the Illinois Gaming Act and remain in good standing with the Illinois Gaming Board as a requirement for this position
Online applications are accepted at For internal employees please submit your Internal Job Posting Form to your property's Human Resources office.
Source: Hospitality Online
