Manager Hotel Operations

• Smile, display energy and open body language
• Proactively greet team members and guests, initiating interaction to provide service
• Always use a positive parting remark to end the conversation

• Delivers outstanding guest service and financial performance.
• Delegates authority and assigns responsibility to all Team Members; supervises work activities of all Team Members. Observes performance and encourages improvement.
• Understands Team Member positions well enough to perform duties in Team Member’s absence.
• Acts as manager on duty for the hotel and manages all front office operations.
• Works with the Director of Hotel Operations and Director of Sales to generate new business ideas to increase sales, set up rate codes and input rooming lists.
• Communicates effectively both verbally and in writing to provide clear direction to staff.
• Ensures staff receive proper training for each position, including safety training and standard operating procedures.
• Checks the appearance of all employees to ensure compliance with standards of appearance.
• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Demonstrates and maintains personal proficiency in hotel and revenue management systems.
• Analyzes data and compiles reports on expenditures, wages, labor, supplies etc. in relation to hotel financial forecasts and budget.
• Monitors cost controls for each department on a regular basis
• Audits daily reports and processes monthly reports
• Assists in inspecting guests' rooms, public access areas, and outside grounds for cleanliness and appearance
• Complies with quality assurance expectations, standards and hotel rating guidelines.
• Answers guests’ complaints and resolves problems to maintain Guest Satisfaction
• Maintains a positive, cooperative work environment between staff and management.
• Establishes and maintains adequate supplies for efficient operation of department
• Assists in all functions of the guest arrivals and departures. In the event of dissatisfaction, negotiates compromise, which may include authorizing revenue allowances.
• Administers guest payment policies and looks for errors from the shifts
• Promptly answers the telephone using a positive and clear voice. Inputs messages into the computer. Retrieves messages and communicates the content to the guest
• Monitors reservations and supervises same day selling procedures to maximize room revenue and control property occupancy.
• Retrieves mail, small packages, and facsimiles for guests as requested.
• Monitors and assists in the flow of traffic entering and exiting both Rivers Casino and The Hotel.
• Works with Risk Management on guest claims and adjustments.
• Ensures all guest luggage is in the guests’ rooms in a timely manner and/ or checked/stored until room is available.
• Works with the Executive Housekeeper on high volume days to ensure smooth check in/out procedures.
• Remains professional, calm and alert, especially during emergency situations and/or heavy

• Authorizes revenue allowances to remedy problems only after other alternative solutions have been offered.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner
• Complimentary privileges within prescribed limits in accordance with the approved Comp Matrix
• Performs any other job related duties as assigned

• A college degree or other relevant work and/or educational equivalent preferred.
• A minimum of 3 years of relevant experience as a hotel operations leader or hospitality leader preferred.
• Demonstrates and maintains proficiency in hotel and revenue management systems
• Strong desire to take accountability and have their performance measured on contribution to business results
• Business intelligence, stays current and understands how what happens in the world affects us, our marketplace and our competition
• Must possess outstanding interpersonal communication skills (verbal and written) to effectively interface with guests and Team Members.
• Must be able to remain professional and tolerate stress related to servicing public guests in a high pressure and fast-paced environment.
• Must possess strong leadership, prioritization, and planning skills, demonstrating the ability to handle and prioritize multiple tasks.
• Must maintain a thorough knowledge and understanding of PMS, CRM, Player tracking, analysis, financial tracking, regulatory systems, state regulations and company policies.
• Must have experience resolving problems decisively and timely, and adapting to changes as well as experience determining when senior leadership assistance is necessary for problem solving.
• Must be able to be constantly exposed to environmental factors, including, but not limited to second hand smoke and excessive noise.
• Must be able to traverse from area to area within the operating areas to respond to and assist other Team Members.
• Must be able to learn and retain knowledge of computer systems and software (including, but not limited to Microsoft Office, Google Suite, PMS, player tracking/ casino management software, Financial Data), procedures and regulatory requirements.
• Must be able to utilize a point of sale system, handle cash and other financial transactions quickly and accurately.
• Ability to communicate with Team members and guests
• Ability to be a TEAM player
• Must be able to work flexible shifts including nights, weekends, and holidays.

• Regularly required to see, talk and hear; use hands to finger, handle, or feel and reach with hands and arms.
• Must occasionally move and lift up to 50 pounds.
• Must be able to maneuver a fully loaded cart, weighing up to 50lbs., through hallways and into/out of closets during the entire work day.
• Able to work with others while maintaining a positive and courteous demeanor under occasional fast paced and noisy work conditions.
• Ability to successfully fulfill the pre-employment process
• Ability to obtain and maintain all necessary licensing

Rivers Casino