Job Title: Hotel Operations Manager
Department: Hotel Operations
Reports to: Director of Hotel Operations
FLSA: Exempt
Closing Date: Open Until filled
Job Summary: The Hotel Operations Manager provides overall leadership, guidance and direction to the hotel management and its operating team as it strives to provide the best quality in standards and services . The individual must provide superior customer service and professionalism and have the ability to effectively communicate with guests in friendly and positive manner, exceed client needs and resolve complaints. Assists the Director of Hotel Operations by performing the following duties personally or through subordinate Managers and Supervisors. Knowledge of departmental interaction and organizational structure in a hospitality @context.
Essential Duties and Responsibilities:
Greets and welcomes guests with a smile and takes pride in Akwesasne Mohawk Hotel and Player's Inn.
Serves as hotel representative and customer service role model for other associates.
Understands, values, and supports the Akwesasne Mohawk Casino Guest Service Standards.
Responsible for consistently improving the guest experience at the Akwesasne Mohawk Casino Resort and Player's Inn.
Manages the operations of the front office, including but not limited to front desk, Bell services, room reservations to ensure compliance with company policies and achieve an optimal level of quality service to the hotel customers.
Oversee reservations and room assignments.
Responsible for managing accounts to achieve guest satisfaction and ensuring all revenue goals are achieved.
Arranges telephone answering service, mail delivery and answers customers questions or concerns
Ensures personnel related matters are being handled appropriately throughout the department according to company policies and procedures.
Maintains associate moral within department.
Maintains highest levels of safety, health, and environmental performance in the hospitality business.
Ensures all areas of the hotel are inspected daily for compliance/safety to standard policies.
Maintains a professional work environment with supervisors, managers and staff.
Meets the attendance guidelines of the job and adhere to regulatory, departmental and company policies. The associate will be required to work nights, weekends and holidays.
Attends all necessary meetings, assigns duties to associates and subordinates and observes performance to ensure adherence to hotel policies and established operating procedures.
Hotel Operations Manager may have to fill in for absent front desk associate for the reservations/front desk agent. Hotel Operations Manager may have to inspect/clean rooms, Inspect/clean gaming floor, take reservations, or make coordinate with facilities department for general maintenance.
Protects the hotel and its assets through enforcing and maintaining a preventative maintenance program.
Resolves conflicts and facilitates changes in structure of hotel group to ensure objective fulfillment and swift response to hotel problems and opportunities.
Must be able to quantify all expenditures with pro-formas and compare to actual results.
Required experience with financials, and able to fully understand and explain and report.
Strong computer abilities in Microsoft Office (Excel, Word, and Outlook) are essential.
Knowledge of hotel technology software system and other data base programs are essential for the delivery of guest service.
Must be familiar with Casino Marketing and PD special events, promotions and player programs to provide guests with superior service.
Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed.
Assumes responsibilities as the Director in the absence of the Director of Hotel Operations.
Other duties as assigned.
Supervisory Responsibilities : Supervises all associates within the Hotel Operations Department to ensure the organizations policies and procedures are adhered to. Responsibilities include interviewing, hiring, and training associates, planning: assigning and directing work: appraising performance, rewarding and disciplining associates: addressing complaints and resolving problems.
Education/Experience:
Associates Degree and a minimum of 4 years experience in the hospitality field required.
Successful candidate must be an experienced, result oriented, and hands-on professional.
Language Skills and Reasoning Ability:
Excellent communication, organizational, and analytical skills required.
Ability to write routine correspondence and to speak effectively to the public, associates and customers.
Ability to read, analyze and interpret, such as technical journals, financial and statistical reports and legal documents with an ability to respond to complaints from customers, regulatory agencies, or members of the business community.
Ability to define problems collects data, establish facts, and draw valid conclusions and provide solutions.
Demonstrates leadership, fairness, and sensibility to the customers and associates.
Ability to resolve problems/conflicts in a diplomatic and tactful manner.
Physical Requirements and Work Environment : The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderately loud. Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino/hotel environment and effectively deal with customers, management, associates and members of the business community in all situations.
NATIVE PREFERENCE: The Mohawk Gaming Enterprise utilizes a Native American preference policy in hiring, training, and promotion. When there is a job opening or training opportunity, the Gaming Enterprise will evaluate all candidates for the position and will select the most qualified candidate. In the event two or more candidates meet all of the job requirements and have substantially similar qualifications, the Gaming Enterprise will utilize the preference policy to make the final determination on who will be offered the opportunity or position.
When preference is utilized, first priority will be given to enrolled members of the Saint Regis Mohawk Tribe. Second priority will be given to members of other federally recognized Tribal Nations and/or First Nations citizens from Canada. All other individuals will be third priority.
CERTIFICATES, LICENSES, REGISTRATIONS: Must obtain and maintain a New York State certification and St. Regis Mohawk Tribal Gaming Class III License which requires a criminal background check to be used solely for employment purposes. Successful candidates for employment must submit to and pass a drug test for illegal substances prior to employment being confirmed. In case of a positive result, the candidate is not eligible for employment with the Akwesasne Mohawk Casino Resort. Employment will not begin until process is complete.
"The Mohawk Gaming Enterprise is an Equal Employment Opportunity Employer."
