Hotel Operations Assistant Manager - Full Time (The Cromwell LV)

JOB SUMMARY:

The Assistant Hotel Manager reports to and collaborates with the Hotel Operations Manager to set the tone for the front-of-house and back-of-houseguest experience of The Cromwell.  This integral role assists in leading the hotel departments (Front Office, Front Services, Housekeeping, Environmental Services and Wardrobe) by example, ensuring that no need goes unmet and no opportunity to make a guest’s visit special is missed.

 

This leader assists in leading the team to deliver remarkable guest and team member experiences.  It is critical the person in this role possesses a diverse knowledge of hotel division operations and is willing to dive into the day-to-day operation, while balancing and managing the long-term goals of the hotel. This role supports and leads the hotel operation and ensures the resort maintains a high level delivering outstanding guest services and builds a dynamic team.  Presence should be as regular in the lobby, on guest room floors, throughout the casino area and at the front desk as it is in the office. 

 

The Assistant Hotel Manager will have a natural passion towards action, an ownership mentality and is able to thrive in a fast-paced, multi-task environment with a constantly changing work environment.  The Manager must be humble and understands the need to work side by side with others in delivering outstanding experiences to our guest; and take action on feedback to make the operations better.

 

All duties are to be performed in accordance with departmental, property, and corporate policies, practices, and procedures.

 

ESSENTIAL JOB FUNCTIONS:  

• Review Hotel Occupancy and advise the staff of rates, special groups, events, etc. for the shift.
• Attend informational and pre-convention meetings to determine if the group requires special needs.
• Make employee schedule adjustments as needed (due to sick calls, etc.)
• Complete employee performance appraisals (non-union).
• Coach and discipline associates as necessary.
• Control expenses to achieve an acceptable rate of return for invested expenses and complimentary services.
• Identify, strengths, opportunities and threats to achieving the plan, and make adjustments to leverage strengths, take advantage of opportunities, and eliminate or minimize threats.
• Recommend/implements incentive programs in each department that addresses reducing costs or increasing revenues.
• Recommend personnel changes in assigned areas, including the hiring, promotion, demotion, and release of staff.
• Develop personal relationships and manage staff to also develop personal relationships with premium players in both tables and slots, and in all markets.
• Coordinate programs, activities, special events and data bases with general marketing programs and systems in coordination with VIP reservations.
• Meet the attendance guidelines of the job and adheres to regulatory, departmental, and company policies.
• Maintains close work relationships with other departments managers/supervisors to promote smooth, efficient operations.
• To manage the efficient distribution of show tickets and room allocation.
• To ensure that customer service issues are dealt with in a prompt and cheerful manner.
• To ensure that company standards of dress and department are observed.
• Provides training, orientation and necessary levels of authority to guest contact employees that allow quality attention and follow-up to guest needs at a level that will attain targeted Hospitality Total Service scores. Any other tasks/functions assigned by direct supervisor.

 

QUALIFICATIONS:

• Experience of 3 to 5 years in the gaming industry, with at least 2 years managerial or supervisory experience in a property which generates a large percentage of revenue from destination markets and from tour and travel business, is required. College degree in Marketing, Business Administration or related field, preferred
• Excellent interpersonal, customer service, communication, team building, and problem-solving skills are required.
• Demonstrated ability in maintaining consistent, high quality service levels.
• Must be able to respond calmly and make rational decisions when handling guest and employee conflicts.
• Must be able to work at a fast pace and in stressful situations.
• Must have knowledge of computer systems and applications.
• Must be able to read, write, speak and understand English.
• Able to write memos, letters, reports and to understand, interpret and analyze written and financial reports.
• The visual abilities and tolerance needed to complete paperwork and use a computer for extended periods of time.
• Ability to do a large amoun