Job Details

Description

Summary Description:

Reports to the Director of Hotel Operations and is responsible for the management and operations of the Front Desk, VIP Check-in, Reservations, Valet, Bell Services, Gift Shop, Boutique, Pool Area, and the miniature golf course. The Hotel Manager directs and works with Hotel Supervisors and associates to successfully execute the operations of the assigned areas with an emphasis on the guest journey from guest arrival to departure, training and employee development, delivery of Scarlet Pearl's high quality standards and customer service, resolution of guest issues, and maximizing the financial performance of the hotel and the department through revenue and yield management, labor management and expense controls.

Essential Job Duties:

Lead, direct, and manage all department operations. Maintain regular presence throughout all areas of oversight.

Monitor operations to ensure consistent sequence of service and that all Scarlet Pearl policies, procedures and standards are properly executed.

Monitor guest satisfaction scores and comments. Take corrective action when necessary.

Ensure guests' needs, concerns and complaints are responded to in a timely and professional manner with a focus on service recovery. Implement changes to prevent future issues.

Complete all required shift reports and ensure that Hotel Supervisors are doing the same and that all emergency reports are printed.

The ability to navigate TravelClick ihotelier, Rainmaker, and the ability to make recommendations and strategies to maximize revenue and effectively yield all hotel rooms.

The ability to analyze the various reporting features available in Rainmaker and TravelClick and take corrective action if necessary.

Maximize cash paying guests and occupancy by effectively controlling rates and availability and working directly and in alignment with the marketing and revenue manager.

Assist in creating budgets, manage labor, and conduct regular inventory checks/ and audits.

Analyze and identify financial opportunities including cost controls, productivity issues, and revenue generation

Ensure that the Rooms Controller is completing daily tasks/checklist including properly setting up the house, blocking rooms, and monitoring guest requests.

Ensue that the Rooms Controller in box is being monitored and completed daily.

Monitor VIP arrival rooms, and room statuses and ensure rooms are ready upon arrival

Review any group resumes and know the daily events

Work with housekeeping to ensure there are no discrepant rooms and that there are enough rooms for arrivals.

Check on status of any room amenities being sent to guest rooms from the Hotel.

Inspect any Admin VIP arrival rooms

Work closely with Work Force Management on the development and changes to schedules.

Balance staffing levels and labor to achieve ideal employee/guest engagement and cost ratio.

Review/create guest history records in LMS to enhance personalized service for repeat guests.

Work closely with Player Services, and the Host Department coordinating VIP's

Work closely with the Marketing team and keep abreast of monthly offers and promotions

Monitor actual sales, revenues, and expenses to determine variances and assess goal accomplishments and adjust strategies accordingly.

Monitor daily rates, comp rooms/comp report, credit limit report, No Show Report, Cancellation Report, Arrivals Report, Guest Request Report, VIP List, MOD Report, Occupancy Forecast

Review out of order rooms with facilities and expeditiously have them returned to service

Develop upsell strategy on low demand dates for cash paying guests

In conjunction with Housekeeping the activation of the 18th floor Concierge Lounge

Ensure that no-show/cancellation revenue is maximized through consistent & accurate billing.

Monthly one-on-one sessions with direct reports

Ensure the proper handling, maintenance, storage, and security of all department equipment.

Complete understanding of all job descriptions within the department and the ability to perform the duties and responsibilities of each as necessary.

Maintain knowledge and ensure that all team members are knowledgeable of all property services and hours of operation; Restaurant food concepts, menus, and dress codes; Guest room types, layout, amenities, and locations; Room rates, special packages, and promotions.

Attend and participate in daily and weekly meetings to include but not limited to: Yield Meeting, Hotel Leadership Meeting, Property Ops Meeting, Daily Stand-up/Operations Meeting

Conduct morning operations meeting to discuss arrivals, departures, groups, occupancy, rates, VIP's, amenities, review service issues & service scores, guest complaints, MOD reports, etc.

Conduct monthly department meetings to communicate new policies and procedures, discuss service issues and successes, discuss new programs, implement new products and procedures, and discuss areas of opportunities, special events, activities, and training.

Work closely with the reservation and PBX department to create a professional and efficient call experience. Monitor their performance through daily call monitoring and reviewing and analyzing reports from Call Source.

Work directly with the Front Services Supervisor and Hotel Shift Supervisors to ensure a flawless and efficient arrival and departure experience for guests.

Ensure that any transportation requests are executed timely.

Check for any cabana rentals and do a pre-cabana inspection if any are reserved.

Maintain relationships with key hotel and casino guests, property leadership, and ownership.

Operate ethically to protect the Scarlet Pearl Brand.

Maintain confidentiality of guest, associate, and company information.

Ensure all property policies and procedures are fully implemented in the department, including health and safety guidelines.

Present a professional image to associates, guests, and owners.

Attract and select the best talent available from inside or outside the organization.

Train, coach, and counsel managers, supervisors and employees to achieve their career goals and maximize their potential.

Ensure an extraordinary experience and create loyalty to the property by exceeding expectations through exceptional service and product quality.

Be very familiar with the various hotel computer systems for training and troubleshooting

Monitor and evaluate staff performance and deliver recognition and rewards.

Job Requirements:

Must be at least 21 years of age.

College degree in hospitality management or equivalent combination of education and experience required with a minimum of 4 years of leadership experience. Luxury hotel experience preferred.

Minimum of four (4) years of progressive leadership and management experience in staff selection, establishing goals and objectives, and effectively managing resources.

Demonstrated experience in maintaining consistent, high quality guest service levels.

Comprehensive knowledge of business planning, and operational and capital budgeting.

Strong leadership skills and customer service orientation required.

Strong computer skills to include effective working knowledge of Microsoft Office Products.

Strong communication and listening skills and excellent speaking, reading, and writing ability.

LMS, Rainmaker, and TravelClick experience preferred.

Revenue management experience preferred

Able to demonstrate a high level of service delivery to do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer needs.

Must be able to obtain/maintain any necessary certifications and/or licenses.

Ability to work evenings, weekends, holidays, and special events.

Requirements

SUMMARY DESCRIPTION:

Manages the efforts of assigned staff and oversees all Front Desk Operations, Valet/Transportation Department, and Bell Services, which include the Pool and the Miniature Golf course. Assigns staffing levels needed to ensure continuous operations of all areas under their control. Ensures units of service management, control costs, and maintains Scarlet Pearl's high quality standards to ensure total guest satisfaction.
JOB REQUIREMENTS:

Must be at least 21 years of age.

College degree or equivalent combination of education and experience required with a minimum of five years of leadership experience in Hotel or Hospitality industry.

Minimum of five (5) years of progressive leadership and management experience in staff selection, establishing goals and objectives, and effectively managing resources.

Demonstrated experience in maintaining consistent, high quality guest service levels.

Comprehensive knowledge of business planning, operational and capital budgeting functions.

Strong leadership skills and customer service orientation required.

Strong computer skills to include effective working knowledge of Microsoft Office Products.

Knowledge of various hospitality information management support systems preferred.

Must have extensive LMS experience.

Able to demonstrate a high level of service delivery to do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer needs.

Must be able to obtain/maintain any necessary certifications and/or licenses.