Description

Position Overview:

The Hotel manager is responsible for the planning, operation and performance of Front Desk, Bell Station, business center, concierge, and Valet departments. The manager is tasked with ensuring the highest standards of service are provided at each of the service points and that guest interactions are handled efficiently and professionally. All duties are to be performed within the guidelines of the mount Airy Casino Resort policies and procedures, Internal Control standards and Pennsylvania Gaming Control Board regulations.

Qualifications

Essential Job Functions:

• Plans and manages the daily operation of the Front Desk, Bell Station, Business Center, Concierge Desk, and Valet departments ensuring consistent application of service standards.
• Ability to issue complimentaries in accordance with the approved comp matrix.
• Promotes positive guest, employee and public relations at all times
• Responsible for the quality, consistency and presentation of all products and services delivered to guests
• Maintains a current knowledge of rooms inventory and coordinates and communicates with Guest Services and Player Development to achieve maximum yield on room occupancy and average daily rates. Stays abreast of room/hotel status while off duty.
• Directs the activities of the shift managers, supervisors, leads, and line staff in the Hotel and Valet areas. Ensures the smooth and efficient flow of traffic and operation of the valet parking system.
• Responsible for overseeing the valet parking and transportation services for the property. Ensures the safe handling and security of vehicles. Promptly reports all vehicle incidents or accidents to management.
• Ensures timely maintenance and supply for all departmental supplies and equipment.
• Reviews system reports to ensure adherence to controls, standards and quality.
• Develops implements and enforces departmental policies, procedures and standards, including revenue controls where appropriate. Sets department goals, objectives and guidelines.
• Develops and implements training programs to encompass general information, system/PC software use, policies and procedures and service standards.
• Coordinates efforts and communicates information with all related departments to ensure effective guest service and internal service.
•  Attends BEO and Resume meetings to ensure sales information is related and acted upon at the Front Desk.
• Investigates and resolves all guest complaints and concerns. Responds to all guests’ concerns and complaints in a timely and courteous manner. Acts as a liaison between guests and any affected department to resolve ant concerns or issues. Implements service recovery actions to remedy service failures.
• Prepares budgets and detailed financial reports for areas of responsibility.
• Handles payroll processes and departmental expenses, adhering to established budgets.
• Interviews, hires and schedules staff to maintain appropriate staffing levels according to budgeted allocations and business needs.
• Evaluates and addresses employee job performance, providing praise, motivation and counseling appropriately.
• Maintains a clean, safe, hazard and harassment free work environment.
• Assists in projects and other duties as assigned.
• Attends meetings as necessary.
• Meets attendance guidelines and adheres to regulatory, departmental and company policies.

Essential Requirements:

• Two to three years of supervisory experience in Hotel operations.
• Must have strong leadership, organization, interpersonal skills and dedicated commitment to excellence.
• Must have a valid Pennsylvania driver’s license and clean record for the past five years.
• Proficient computer/PC skills, including Microsoft suite and POS systems. (LMS preferred)
• Possesses excellent customer service, organizational, communication and multi-tasking skills.
• Flexible to work and scheduled shifts and/or days, including weekends and holidays.
• Ability to perform basic calculations and understand, analyze, interpret and communicate guest or operational data and information to achieve objectives.
• Must be able to approved for and maintain a valid Pennsylvania gaming license, if necessary.

ADA Requirements:

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

• Must be able to stand, walk and move through all property areas. Must be able to stand or sit for long periods.
• Maintain physical stamina and proper mental state of mind to work under pressure in a fast paced environment and effectively deal with guests, employees and members of the business community.
• Adequate manual dexterity to operate office equipment and engage in lifting up to 75 pounds.
• Must be able to stand, walk and run for long periods.

Other Skills/Abilities:

• Must be able to obtain and maintain a Gaming License as required by the Pennsylvania Gaming Control Board.
• Must be able to handle exposure to areas where smoking is permitted.
• Must be able to speak, read, write and understand English. Must have oral and aural acuity and ability to respond to cues.

Employment is contingent upon a favorable outcome of a background investigation and drug screening.

Mount Airy Casino Resort is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation.