Guest Experience Operations Manager

Potawatomi Casino | Hotel; Milwaukee (WI); On-site; USD 65,000 - 95,000; Full time

Job summary

Potawatomi Casino Hotel in Milwaukee seeks an Hotel Operations Manager to lead front desk, valet, and housekeeping teams, ensure guest satisfaction, and manage budgets. You will develop operations, monitor metrics, and coordinate with other departments to deliver exceptional service.

The role requires a Bachelor’s in Hotel Management or related field with 2+ years of supervisory experience; knowledge of PMS and reservation systems; flexibility for irregular hours; and commitment to integrity and

Qualifications

• Bachelor’s degree in Hotel Management or related field; 2 years supervisory experience.
• If no Bachelor’s, Associate’s degree with 4 years related experience.
• Knowledge of Call Center and Reservations Systems; knowledge of modern PMS such as Opera.

Responsibilities

• Interview, hire, train, supervise team members; plan, assign, and direct work.
• Collaborate with other Hotel and Casino managers to maintain high customer service.
• Develop and evaluate front desk, valet, and housekeeping operations to ensure maximum guest service.
• Monitor budgets and operate within the budget for each area.
• Oversee day-to-day operations of front desk, valet, and housekeeping staff; greet, register, accommodate guests.

Skills

Supervisory experience

Guest service

Budgeting

PMS knowledge

Opera PMS

Front desk ops

Communication

Education

Bachelor’s degree in Hotel Management or related field

Associate’s degree in related field (if no Bachelor’s)

Tools

Opera PMS

CRS knowledge

Job description

Potawatomi Casino Hotel in Milwaukee seeks an Hotel Operations Manager to lead front desk, valet, and housekeeping teams, ensure guest satisfaction, and manage budgets. You will develop operations, monitor metrics, and coordinate with other departments to deliver exceptional service.

The role requires a Bachelor’s in Hotel Management or related field with 2+ years of supervisory experience; knowledge of PMS and reservation systems; flexibility for irregular hours; and commitment to integrity and