Assistant Hotel Operations Manager

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Position Summary

This position is responsible for overseeing the Front Desk, Concierge, Pool, Bell Desk, Aquai and Ascend Reception desks, while providing on-going training and providing the highest level of customer service to our Guests, in accordance with the Company’s vision statement.

Primary Duties and Responsibilities: includes but not limited to:

• Assists the Hotel Manager in developing schedules for the hotel staff and supervising the workflow to assure efficiency and accuracy
• Addresses Guest concerns in a timely manner
• Stays abreast of current Guest Service scores for the department and works to improve them
• Responsible for assisting with the scheduling, training, evaluating and counseling of the Guest Receptionists and supervisors
• Ensures computer back-up reports are run and documents are current
• Processes daily due-outs and express checkouts in a timely manner to ensure maximum availability of rooms on the hotel rack
• Manages the preparation, arrival and departure of all corporate, convention and bus groups
• Runs and reviews Manual over-ride report and room revenue potential, looking for any rate discrepancies
• Monitors the completion of the over the credit and non-zero reports
• Monitors the accurate completion of daily room blocking (i.e. deposits and accessible rooms)
• Performs the daily date-roll process, including posting of room and tax, disputes, suspense, batching of telecheck machines and reporting functions
• Monitors employee and guest interactions according to the WOW Customer Service Standards by conducting surveys of customer service levels through LRS and tracking the results
  
  

Secondary Duties And Responsibilities

• Performs pre-shift meetings to keep staff updated on daily activities and events
• Ensures supplies are ordered and maintained in an organized fashion
• Attends daily operations meetings to review prior day’s events and discuss strategies for current days activities
• Reviews phone logs to ensure abandonment rate stays below 10%
• Maintains a daily log of administrative complementary rooms
• Assists in the coordination of special requests with VIP Services
  
  

Minimum Education And Qualifications

• Associates’ Degree or equivalent
• Three years of hotel experience with at least one year of supervisory experience in a high volume, complex casino/hotel environment or four or five star luxury hotel
• Previous experience in coordinating events and activities
• In lieu of a Degree and previously mentioned experience, five years of hotel experience with at least one year of supervisory experience in a high volume, complex casino/hotel environment or four or five star luxury hotel may be considered
  
  

Competencies: Incumbent will master the following competencies while in this position:

• Excellent written and verbal communication skills
• Strong organizational and multi-tasking skills
• Intermediate computer skills in Word, Excel and Outlook
• Knowledge of LMS, LRS, Espresso, HMS, ACSC, Bar tech, Timelox/DC1,Hotel paging system, Lodgenet, Telecheck, RPOS and any other software programs used in Hotel Operations
• Extensive knowledge of the property and local areas and destinations
• Possesses a high level of maturity to deal with the most discriminating guest requests and requirements
• Knowledge of the Mohegan Tribal Employment Rights Ordinance (TERO) as it relates to employment
  
  

Training Requirements

• Must attend all appropriate Human Resources Manager Training classes
• Knowledge of Mohegan Sun corporate and department policies and procedures
• Knowledge of Ascent, EmpowerTime and Manager Self Service systems
• Knowledge of Mohegan Sun budget planning and analysis process
  
  

Physical Demands And Work Environment

• Office work environment
• Must be able to stand, reach, bend or sit for extended periods of time
• Must be able lift up to 100 lbs
• Must be able to work various shifts and flexible hours
  
  

This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with this job. Mohegan Sun reserves the right to make changes to the above job description whenever necessary.

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Work Shift

Regular

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Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.