Hotel Operations Manager

Potawatomi Hotel & Casino (PH&C), owned by the Forest County Potawatomi tribe, is one of the most comprehensive, state-of-the-art entertainment properties in the Midwest, including slot machines, table games, poker tables, bingo, off-track-betting, a theater, event center, award-winning restaurants, full-service catering, and a luxury hotel, with a variety of business meeting and special occasion venues.  In addition to being the premier entertainment destination in the Midwest, PH&C sets the bar high for responsible citizenship through its dedication to charitable giving, responsible gambling, and sustainability.

PH&C operates on growth-oriented Mission, Vision, and Values statements that emphasize providing opportunities, being the premier entertainment destination in the Midwest, and most importantly, acting with integrity in everything that we do.  While carrying out the job duties listed below, the Hotel Operations Manager contributes to our continued business success by providing unsurpassed guest service, personal and professional dedication to our Mission, Vision, and Values, and demonstrating a high level of integrity and ethical standards.

Principal Duties and Responsibilities (*Essential Functions)

1. *Develop, implement, and evaluate all hotel front desk operations, processes, and strategies to ensure optimal guest service.
2. *Oversee the day-to-day operations of the front desk staff and ensure all hotel guests are greeted, registered, and accommodated in a timely and pleasant manner.
3. *Carry out management responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include but are not limited to interviewing, hiring, and training team members; scheduling and motivating team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints; and resolving problems.
4. *Manage guest communications, inquiries, special needs, complaints, and concerns and take corrective action with the goal of producing a positive interaction and experience for all hotel guests.
5. *Maintain procedures for credit control, handling of financial transactions, security of monies, guest security, and emergency response.
6. *Maintain policies and procedures applicable to performance standards, functions, and responsibilities of the Front Desk and Bell staff.
7. Ensure hotel entrance, public areas, and front desk are safe, clean, and attractive.
8. Establish, update, and ensure full compliance with departmental Internal Controls, policies, procedures, and regulations.
9. Perform other duties as assigned.

1. A high school diploma and 7 years of hospitality management experience are required. A Bachelor’s degree in Hospitality, Business, or a related field can take the place of 2 years of experience. Hotel front desk/office experience is required.
2. Three years of supervisory/managerial experience required, preferably in a customer service industry.
3. Office skills must include ability to use standard office equipment and knowledge of Microsoft Office. Experience using customer service and reservations software preferred.
4. The ability to read and interpret documents such as internal controls, financial reports, and legal documents.
5. The ability to maintain discretion in handling confidential information.
6. The ability to interact with and understand the interests of stakeholders at all levels, as well as the impact of those interests on PH&C and its goals. The ability to communicate effectively before groups of guests or team members of the organization.
7. The ability to work irregular hours and extended shifts including late nights, early mornings, weekends, and holidays.
8. While performing the duties of this job, the team member must be able to talk, hear, operate a personal computer, and move freely throughout the office and property. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Working Conditions
The noise level is usually moderate to loud. When on the casino floor, the noise level increases. The facility is not smoke free.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all qualifications, responsibilities, duties, and skills required.