Assistant Manager Hotel Operations

Description

Essential Duties And Responsibilities

1. Responsible for actively building and retaining customer relations by anticipating guests needs and acts as a mentor to employees in order to provide superior customer service.
2. Hires, trains, motivates, evaluates, and manages staff, ensuring proper staffing and that employees receive adequate guidance and resources for achievement of job responsibilities.
3. Manages and coordinates the operation of all departments to ensure efficiency and the best possible service is provided to guests.
4. Responsible for assuring the highest quality guest experience by promoting the Purpose and Values Model throughout all areas of responsibility. Takes ownership of all guest challenges and complaints. This includes but not limited to, documenting, resolving and following up with the guest in a timely manner upon resolution, to ensure guest satisfaction.
5. Establishes and maintains effective controls to ensure adherence to department procedures; directs the investigation and correction of shortages, overages, and errors; recommends changes in procedures, equipment and physical layout to ensure maximum service, efficiency and security of company funds.
6. Monitors master key procedures and par inventory level to ensure security and restriction of access.
7. Ensure areas are properly stocked by completing weekly inventories of supplies to ensure adequate par levels for business demands.
8. Works closely with the VIP Services & Housekeeping department to optimize the overall guest experience and create a four diamond experience.
9. Ability to have flexible working hours and open availability to work extended hours, holidays, and weekends.
10. Assist in monitoring, tracking, and replying to social media and guest's emails.
11. Responsible for selling the hotel in the most efficient way, maximizing occupancy and average daily rate in order to surpass budgeted objectives.
12. Performs other duties as assigned.

Supervisory Responsibilities

Responsible for the overall direction of the Front Office, Reservations, PBX, Valet, and Bell departments. Assists with oversight of Housekeeping, Internal Maintenance, and Public Space. Responsibilities include hiring and training direct reports team members; planning, assigning and delegating work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

All Employees must be knowledgeable to all Company policies and procedures, including fire and safety regulations. Regular attendance for scheduled work is required.

Education And/Or Experience

College degree in marketing or hospitality is preferred. Fivers years’ prior experience managing front desk or guest service operations is required.

Certificates, Licenses, Registrations

Must register and maintain registration as a gaming employee in the State of Nevada pursuant to NRS 463.335, if applicable.

Language Skills

Must be able to effectively communicate verbally and in writing in English to guests and other employees. Ability to articulate effective correspondence.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to work with weight measurements, volume and distance.

Computer Skills

Working knowledge of Microsoft Excel, MS Word, MS PowerPoint, ASCS, and LMS required.

Reasoning Ability

Planning, writing, discriminating colors, concentrating amid distractions, remembering details, working rapidly, reading, directing others, using arithmetic, working at various tempos, remembering names and faces, examining and observing details, and proactively making decisions.

Physical Demands

Standing, walking, sitting, reaching, bending/stooping, kneeling, carrying, observing, lifting 25 lbs, hearing and observing.

Work Environment

Inside and occasionally outside

Acknowledgment

The above job analysis is for the sole purpose of complying with the Americans with Disabilities Act and is not to be construed to include all employees employed in each job classification. The Employer reserves the right to change the requirements of each job analysis as changes in business and/or technology dictate. All weights, distances, and measurements cited in this job analysis are approximations.