Manager Hotel Operations

Cherokee Nation Entertainment; Mississippi; On-site; USD 50,000 - 70,000; Full time

Job summary

Cherokee Nation Entertainment seeks a Front Desk Manager at Gold Strike Casino. This role involves leading the hotel management team to achieve operational and financial goals while ensuring high customer satisfaction. Candidates should possess leadership skills, customer service excellence, and relevant experience in hotel management.

Qualifications

• Two years of experience managing employees in a hotel environment.
• Ability to work varied shifts, including weekends and holidays.
• Knowledge of hotel management systems and operations.

Responsibilities

• Implement strategic initiatives from leadership for hotel operations.
• Lead the front desk operations team and improve guest experiences.
• Participate in hiring, training, and supervising front desk staff.

Skills

Leadership

Interpersonal Skills

Customer Service

Organizational Skills

Effective Communication

Education

Bachelor’s Degree in Hospitality or Management

Tools

Microsoft PowerPoint

Microsoft Excel

Property Management Systems

Job description

PRIMARY PURPOSE:
Provide direction and leadership for the property Front Desk team, consistent with the company brand. Responsible for leading the hotel management team in achieving their stated operational and financial goals including managing labor and overall financial performance. Owns the execution of functional strategy and the operational direction of the Front Desk. Ensure high customer satisfaction and an exceptional guest experience, following company service standards. All duties are performed per company policies and procedures.

Position Status: Exempt-Salaried
Location: Gold Strike Casino

Qualifications

MINIMUM REQUIREMENTS:
•Bachelor’s degree in hospitality, management, or related field and/or equivalent education and experience.
•Two (2) years of experience in the management of employees in a similar hotel environment.

KNOWLEDGE, SKILLS, AND ABILITIES:
•Working knowledge of hotel management systems and operations.
•Ability to establish guidelines for proper staffing to maximize efficiency and minimize labor costs.
•Broad management and leadership knowledge of front office operations.
•Ability to utilize guest service satisfaction performance metrics from Guest View, TripAdvisor, Yelp, etc. to generate action plans to address service opportunities.

•Ability to influence others to accept practices and approaches related to hotel operations.
•Excellent interpersonal skills to deal effectively with guests, management, employees, and other outside contacts.
•Excellent customer service skills.
•Able to lead and mentor a team.
•Excellent organizational skills; be able to function under time constraints and deadlines with attention to detail.
•Effective listening abilities and the ability to make strong judgment calls.
•Intermediate to advanced knowledge of Microsoft PowerPoint, Outlook, Word, and Excel.
•Ability to effectively communicate in English, in both oral and written forms.
•Technical knowledge and experience with property management systems.
•Ability to work varied shifts, including weekends and holidays

WORKING CONDITIONS:
*This is not intended to include every duty or responsibility of the job nor is it intended to be an all-inclusive list of the skills and abilities required to do this job.

This position may require strenuous physical activities and exposure to pipe, cigar, and/or cigarette smoking. An ability to work a flexible schedule, including extended hours, weekends, and holidays may also be required.

Responsibilities

PRINCIPAL DUTIES AND RESPONSIBILITIES:
•Works closely with the Director Hotel Operations to implement strategic Initiatives provided by leadership for hotel operations.
•Assist in leading the implementation of policies, operating procedures, training programs, manuals, directives, work schedules, rules, and regulations for all front desk operations team.
•Responsible for employee engagement of the front desk operations team, utilizing the tools provided and through coaching, training, rewards, and development.
•Provides leadership and direction to maintain and improve the guest experience within front desk operations, consistent with the company’s service standards.
•Participates in: Interviews, candidate selections, training, supervision, counseling, and coaching of front desk operations staff for the efficient operation of the department.
•Perform other duties as assigned.

SUPERVISION:
•Front Desk Clerks