Hotel 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

Pay based on experience | Requires flexibility to work various shifts

In this fast-paced, high energy environment where great guest service is essential, how do we ensure all of our hotel guests are happy with their stay? As the Hotel Operations Manager, you will be responsible for the teams that provide continuous service to our guests by guiding team members in different areas of the Guest Service Chain. While carrying out the job duties listed below, you will contribute to our continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, and personal and professional dedication to our mission, vision, and values.

Principal Duties and Responsibilities (*Essential Functions)

1. *Carry out management responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and hiring; training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints; and resolving problems.
2. *Work closely with other Hotel and Casino department managers to maintain a high level of customer service and guest satisfaction.
3. *Create, develop, implement, and evaluate overall front desk, valet, and housekeeping operations, processes, and strategies to ensure maximum guest service.
4. *Responsible for monitoring and assisting executive leadership with creating budgets and operating within the budget for each area.
5. *Oversee the day-to-day operations of the front desk, valet, and housekeeping staff and ensure all hotel guests are greeted, registered, and accommodated in a timely and pleasant manner.
6. *Monitor guest satisfaction metrics and online reviews to implement changes needed to increase guest satisfaction.
7. *Manage guest communications, inquiries, special needs, complaints, and concerns and take corrective action with the goal of producing a positive interaction and experience for all hotel guests.
8. *Maintain procedures for credit control, handling of financial transactions, security of monies, guest security, and emergency procedures.
9. *Responsible for the policies and procedures applicable to performance standards, functions, and responsibilities related to the front desk, valet, and housekeeping staff.
10. *Execute programs that improve guest service, team building, team efficiency, and team member morale.
11. *Held accountable to the highest degree for the accuracy and thoroughness of department records and reports.
12. Ensure hotel appearance is maintained to the highest of standards.
13. Establish, update, and ensure full compliance with departmental Internal Controls, policies, procedures, regulations, and objectives.
14. Perform other duties as assigned.

Job Qualifications

1. A Bachelor’s degree in Hotel Management, Hospitality Management or related field and two (2) years of progressively responsible, related experience are required. If no Bachelor’s degree then an Associate’s degree in a related field and four (4) years of related experience is required.
2. Two (2) years of supervisory experience is preferred.
3. Knowledge of Call Center and Reservations Systems. Knowledge of modern Property Management Systems (PMS) such as Opera, or other Central Reservation Systems (CRS).
4. Knowledge of hotel operations including but not limited to front office, valet, and housekeeping.
5. Office skills must include the ability to use standard office equipment and intermediate knowledge of Microsoft Office. Prior experience with a property management system and/or patron management system is preferred.
6. The ability to maintain discretion in handling confidential information.
7. Strong influencing and relationship-management skills. The ability to interact with stakeholders of all levels and understand the interests of multiple stakeholders and how those interests relate to Potawatomi Casino Hotel (PCH) and its goals.
8. The ability to work irregular hours and extended shifts including late nights, early mornings, weekends, and holidays.
9. While performing the duties of this job, the team member must be able to move freely throughout the property and operate a personal computer. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Working Conditions

The noise level is usually moderate. When on the casino floor, the noise level increases. The facility is not smoke free.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all qualifications, responsibilities, duties, and skills required.