HOTEL OPERATIONS MANAGER

Summary of Job Duties:

Provide support to the Director and Hotel Operations Manager, with guidance and leadership for the property Front Desk team, consistent with the OYO brand. Assists the hotel management team in achieving their stated operational goals. Ensures high customer satisfaction and an exceptional guest experience. All duties are performed in accordance to company policies and procedures

Specific and Essential Responsibilities and Duties:

• Assists with all billing and credit card disputes for current and past hotel guests
• Assist with verifying all FIT vouchers are on property and if any rate adjustments are needed make these changes prior to turning into accounts receivable
• Assists with verifying travel agent commissions and turns into Accounts Receivable for payment
• Maintain professional relationships with travel agents and third party companies and provide answers to special requests for rooms and rates, with the approval of leadership
• Verify daily printouts listing guests’ arrivals and individual guest to PBX
• Tests, inspects and operates radio, telephone, computer and other equipment as needed
• Keeps department up to date on any room specials, entertainment, and any other special events occurring on the property
• Assists with reviewing selling status of hotel, check rates and verify expected arrivals and departures, review OOO rooms.
• Check for group arrivals
• Resolve housekeeping discrepancies if Supervisor has any issues or too many VD’s later in the afternoon.
• Throughout the shift maintain supervision of front desk office operations
  1. Observe and assist agents and guests as needed including guest comments and complaints
  2. Check interfaces for functionally throughout shift
• Respond and follow through until closure all submitted guest comment cards. Should be handled within twenty-four (24) hours from submission by guest
• Provide an empowering environment for all Family Members
• Delegates and assists in training family member to train new family members in all aspects of the reservations and PBX

• Interacts with Family Members, Friends and Vendors in a professional and upbeat manner
• Maintain a positive and professional demeanor during all interactions with fellow Family Members and Vendors.
• Ability to accept performance feedback in professional manner
• Regular attendance to all scheduled shift is considered an essential function of the job
• Arriving on-time for all scheduled shifts is considered an essential function of the job
• All other duties as assigned by Director of Hotel Operations and Hotel Operations Manager

General Job Responsibilities and Duties:

To perform the job successfully, an individual should demonstrate the following WOW! Factor Competencies:

• Relating to Customers – Quickly build rapport and establishes relationships with friends. Relates well to different type of friends, listens and gets along well with them
• Quality Conscious - Provide a high level of service, maintain high standards and work hard to get it right the first time
• Drive/Aspiration – Gets things done, willingly takes on the more demanding tasks, stays motivated
• Stress Tolerant – Remains calm under pressure.  Reacts well to change and stays positive despite setbacks.  Keeps work and personal difficulties in perspective
• Flexible – Not resistant or afraid of change.        Responsive and adaptable to situations and/or circumstances that would be different from the day to day routine
• Innovating – Takes responsibility for own actions and uses good judgment before acting or making decisions.
• Quick Learning – Gets things done, willingly takes on the more demanding tasks.  Easily identifies potential difficulties and their causes
• Communicating – Speaks confidently and fluently.        Talks at the correct pace and level. Is understandable.  Holds others’ attention when speaking.  Elicits necessary information to fully understand the needs, problems, and motives of customers
• FamilyWorking – Fits in with the work group or team.        Develops supportive relationships with co-workers.  Is considerate toward others and promotes a sense of Familyspirit
• Cost Conscious – Understands how Casinos make money and appreciates the impact of own work on profits

KNOWLEDGE, SKILLS, AND ABILITIES: 

• Working knowledge of hotel management system and operations
• Ability to establish guidelines for proper staffing to maximize efficiency and minimize labor costs
• Leadership knowledge of front office operations
• Ability to utilize guest service satisfaction performance metrics from Guest View, TripAdvisor, Yelp, etc.to generate action plans to address service opportunities
• Ability to influence others to accept practices and approaches related to hotel operations
• Excellent interpersonal skills to deal effectively with guests, management, employees and other outside contacts
• Excellent customer service skills
• Able to lead and mentor a team
• Excellent organizational skills; be able to function under time constraints and deadlines with attention to detail
• Effective listening abilities and be able to make strong judgment call
• Intermediate to advanced knowledge of Microsoft PowerPoint, Outlook, Word and Excel
• Ability to effectively communicate in English, in both oral and written forms
• Technical knowledge and experience with property management system
• Ability to work varied shifts, including weekends and holidays

Minimum Requirements:

• Must be 21 years of age of older
• Must have a High School Diploma or equivalent
• Two (2) years of experience in the direction and management of employees in a similar hotel environment

Preferred:

• Bachelor’s degree in hospitality, management, or related field or equivalent experience
• Technical knowledge and experience with Opera  
• Technical knowledge and experience with a service optimization system
• Previous experience working in a similar resort setting
• Bilingual (specifically in Spanish and or Asian Languages)

Machinery or Work Equipment Used:

Multi-line telephone, fax machine, personal computer, printer, copier, paper shredder

 Paragon Tropicana is an Equal Opportunity Employer and maintains the policy of recruiting and retaining the best-qualified personnel who demonstrate the ability to perform competently and work well with others. It is the policy of Paragon Tropicana to provide equal employment opportunity regardless of race (including traits historically or culturally associated with race, such as hair texture and protective hairstyles), religion (including religious dress and religious grooming), color, age (40 and over), genetic information, disability (mental and physical), medical condition (as defined under state law), national origin, ancestry, sex (including gender, gender identity, gender expression), sexual orientation, marital status, familial status, parental status, domestic partner status, citizenship status, pregnancy (including perceived pregnancy, childbirth, lactation, or pregnancy-related conditions), military caregiver status, military status, veteran status, or any other status protected by federal, state, or local law. This policy of nondiscrimination is applied to all aspects of the employment relationship. The Company complies with the Americans with Disabilities Act (ADA) and applicable state and local laws in ensuring equal opportunity and employment for qualified persons with disabilities.