Assistant Hotel Operations Manager

Mohegan Sun • Uncasville, CT • 5d ago

JOIN OUR TEAM AND EXPERIENCE ENDLESS CAREER POSSIBILITIES

IF YOU ARE AN EXISTING TEAM MEMBER, PLEASE CLICK THE FOLLOWING LINK TO BE TAKEN TO THE INTERNAL CAREER SITE: MOHEGAN INTERNAL CAREER SITE (http://www.myworkday.com/mohegan/d/task/2998$46522.htmld)

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.

Work Shift:

Regular

Knock, knock. Hear that sound? That's opportunity!

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.

What began in 1996 as a gaming destination in southeastern Connecticut with a handful of Team Members has expanded into a premier entertainment enterprise with over 10,000 team members across the globe. What drives our success is the centuries-old philosophy of the Mohegan Tribe "The Spirit of Aquai". Its principles of welcoming, mutual respect, cooperation and building relationships have shaped our culture, and serve as the foundation that we live by with every guest and team member interaction today, and for generations to come.

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