Hotel Lead

Hard Rock Hotel & Casino Sioux City; Sioux City (IA); On-site; USD 40,000 - 60,000; Full time

Job summary

A premier hospitality establishment is seeking a Hotel Lead to manage and direct the activities of the Hotel and Retail areas in Sioux City, IA. The successful candidate will handle staff management, promote customer satisfaction, and develop effective operational procedures. A background in hotel operations, along with a Bachelor's degree in Hospitality or Business, is preferred. If you have at least 2 years of experience and exceptional communication skills, we invite you to apply.

Qualifications

• Minimum of 2 years experience in hotel or retail operations.
• Demonstrated knowledge of hotel front desk operations.
• Ability to motivate and manage staff.

Responsibilities

• Manage and direct activities of Hotel and Retail areas.
• Assist with training and managing staff.
• Investigate and resolve customer complaints.

Skills

Knowledge of hotel operations

Effective communication techniques

Experience in retail operations

Knowledge of Micros Opera hotel computer systems

Customer service resolution

Education

Bachelor's degree in Hospitality, Business, or Institutional Management

Tools

Microsoft Word

Microsoft Excel

Job description

Title

Hotel Lead

Requisition ID

3675

Location

Sioux City, IA, 51101

Job Summary

The Hotel Lead is responsible for managing, coordinating, and directing the activities of Hotel and Retail areas in the absence of the Assistant Manager of Hotel Operations in a manner which will maximize guest service and staff productivity, while minimizing costs. The Hotel Lead assists the Assistant Manager of Hotel Operations and the Manager of Hotel Operations in the administration of the department.

Essential Duties and Responsibilities

• Assists or, in the absence of, the Assistant Manager of Hotel Operations with training, motivating, evaluating, and managing staff and provide guidance.
• Responsible for personnel and customer issues for the Hotel & Retail areas.
• Motivates Team Members.
• Establishes and maintains effective controls to ensure adherence to department procedures; recommends changes in procedures, equipment, and physical layout to ensure maximum service, efficiency, and security of company funds.
• Works with the Assistant Manager of Hotel Operations in planning for hotel promotions and special events reservations to ensure most strategic room blocks and facilitation of room service to guests.
• Investigates and resolves customer complaints and comments; follows up with involved departments to resolve the matter to the customer's satisfaction.
• Maintains established credit policies; takes appropriate action in obtaining payments when guest ledger accounts exceed normal limits and assists in any collection problems on overdue accounts.
• Perform other related duties as may be assigned.

Required Skills and Abilities

Demonstrated knowledge of and experience in overall hotel operations, hotel front desk operations, Micros Opera hotel computer systems, telephone systems, and effective communications techniques. Knowledge of statistics. These skills and abilities are typically acquired through a minimum of 2 years successful experience in hotel or retail operations. A bachelor's degree in Hospitality, Business, or Institutional Management or related area is preferred.

Regulatory and Compliance Responsibilities

• Attend required training sessions offered by the Hard Rock Hotel & Casino Sioux City.
• Perform the duties described in compliance with local laws and regulations.
• Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
• Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the team member’s department.
• Have knowledge of the Property’s programs to address problem gambling.
• Consult with the appropriate individuals and maintain an effective system of written policies, procedures, and internal controls to ensure compliance with Iowa Gaming Regulations and Internal Controls.
• Takes the appropriate steps to investigate exceptions, fraud, and potential violations and report such instances to the appropriate levels of management.
• Reports any acts of wrongdoing on behalf of any staff member that they have knowledge of.

Physical Requirements

• Communicate effectively with customers as well as all levels of team members.
• Use 10-key, computer, basic computer programs (Microsoft Word, Excel).
• Review reports and observe and direct activities of subordinates.
• Be subject to varying levels of crowds, noise and smoke, the severity of which depends upon customer volume.
• Move effectively and efficiently around the hotel.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.