Hotel Operations Supervisor

2 months ago

Joliet, Illinois, United States Caesars Entertainment Full time



ESSENTIAL FUNCTIONS:


  • Responsible for the overall Hotel operations and staff including front desk employees, guest service attendants, PBX operators, room attendants, housepersons, laundry attendants, wardrobe staff, and clerks.
  • Serves as a leader for employees while fostering teamwork, high employee morale, motivation and open communication.
  • Coaches and develops employees using a consistent, approachable demeanor while clearly articulating expectations.
  • Provides direction and support for all staff members to achieve department goals and objectives.
  • Ensures all Hotel employees are well trained with an emphasis on detail and customer service.
  • Helps to maintain and enhance a safe, secure and comfortable environment for our guests and employees.
  • Supervises the day to day activities of the Hotel through customer contact and supervision of employees ensuring 100% guest satisfaction.
  • Oversees customer check in/check out, authorized to verify pre-approved room comping levels and authorized to change incorrect information.
  • Processes discrepancy reports, rate variations and credit reports. Coordinates the ordering and reconciliation of package coupons.
  • Works with Casino Marketing to ensure timely guest check-in and maximum occupancy.
  • Coordinates VIP arrivals and ensures all arrangements have been confirmed prior to arrival.
  • Assigns daily tasks while maintaining quality cleanliness standards set forth by the department.
  • Follows inventory and purchasing procedures in order to achieve budgeted expenses.
  • Maintains key control within the department.
  • Accountable for follow up with department walk-throughs, special cleaning projects and maintaining of department cleanliness and training standards.
  • Follows and ensures security and safety guidelines are in place.
  • Maintains lost and found system.
  • Monitors volume to ensure fast, friendly and efficient service.
  • Ensures that customer problems/complaints are handled in an effective, courteous manner.
  • Ensures that all Hotel staff behavior and appearance are in compliance with established policy.
  • Maintains knowledge of hotel, community and special events in order to accurately provide guests with needed information.
  • Acts as a role model to other employees and always presents oneself as a credit to Harrah's and encourages others to do the same.
  • Adheres to all regulatory, company and department policies and procedures.
  • Completes all other duties as assigned by the Hotel Manager and the Director of Food & Hotel.



REQUIREMENTS:


  • High School diploma or equivalent required. College degree preferred.
  • 2 years experience in hospitality industry in a supervisory capacity preferred.
  • Knowledge of casino/hotel industry preferred.
  • Previous training in bio-hazards and BBP preferred.
  • Strong organizational, communication and supervisory skills.
  • Excellent customer service/public relations skills.
  • Proficient in MS Office and Outlook.
  • Able to work a flexible schedule to include nights, holidays, and weekends.
  • Must have passed SuperLAP assessment.
  • Internal applicants must meet property transfer eligibility requirements.



JOB DEMANDS:


  • Ability to respond to common inquiries or complaints from customers and employees.
  • Ability to communicate one-on-one and to groups to explain policies and procedures to persuade others to accept or adopt a specific opinion or action.
  • Must be able to respond calmly and make rational decision when handling customer needs and concerns.
  • Must have physical ability to walk 5+ miles during a work day and be capable of standing during the length of one's shift.
  • Excellent oral and written communications skills.
  • Ability to stand and walk for entire shift and mobility to move easily around entire property.
  • Must be able to listen and respond to visual and aural cues.
  • Physically mobile with reasonable accommodations including ability to lift up to 20lbs., and ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel, and balance when stocking, storing, and maneuvering around the work area.

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