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Hotel Operations Manager

1 month ago

Laughlin, Nevada, United States Arizona Department of Economic Security Full time
Hotel Manager Job Description

This role is responsible for overseeing the daily operations of the Front Desk, Room Reservations, Bells/Valet, and PBX to ensure that company standards and strategic objectives are being upheld.

Key Responsibilities:
  • Implement, maintain, and enforce policies and procedures for Front Office operations.
  • Direct, manage, and supervise all levels of Front Office team members, monitoring progress and providing training and motivation.
  • Assist in managing room rates and revenue, inventory, and occupancy in accordance with budget and forecast, while maintaining rate integrity.
  • Ensure complaint resolution procedures are implemented and resolve guest issues.
  • Perform all front office duties when necessary, including check-in/check-out, answering reservations calls, etc.
  • Evaluate, prepare, and/or approve schedules/staffing levels for all employees within Front Office operations according to business demands, operating budgets, and service level demands.
  • Liaise with other departments, department heads, senior management, and staff to ensure that all related activities are executed for the betterment of the overall profitability of the company.
  • Advise upper management of any discrepancies or issues as and when required.
  • Review all Front Office financials, invoices, for approval, denial, or adjustment, in order to produce both short-term and long-term profitability.
  • Keep accurate records, including revenue, occupancy, employee performance, and other relevant data.
  • Responsible for supervising direct reports, including hiring, training, scheduling, coaching, and performance management, and compliance with company policies and procedures.
  • Responsible for monitoring fiscal budget, operations of assigned department(s), revenue, and marketing strategies.
  • Monitor Daily Inventory to ensure appropriate numbers of clean rooms are available for check-ins, remaining inventory, and appropriate planning based on arrivals/departures.
  • Monitor Front Office employees, including Front Desk Agents, and conduct audits for quality assurance and accountability.
  • Work with Housekeeping and Engineering to ensure rooms are placed out of service for labor and are completed in a timely manner.
  • Periodically give direction to the Housekeeping staff concerning guest satisfaction issues.
  • Assist with preparation of annual departmental budget and operating forecasts, maintains necessary records and files, and recommends changes in room rates as required.
  • Possess a financial acumen to review daily operating costs.
  • Oversee guest arrival/departure lines and the overall appearance of the lobby to provide a proper welcome statement to guests, while ensuring efficient check-in/check-out processes.
  • Oversee the issuance of all reports distributed from the Front Office, reviewing them daily.
  • Keep all public areas (lobbies, casino, front areas, etc.) at exemplary presentation.
  • Perform all other job-related duties as assigned.
  • Generate forecasts and revenue reports.
  • Perform other job duties as assigned by the Director of Hotel Operations.
  • Must be available for scheduled shifts.
  • Provide Family Style Service to Guests & Team Members.