Hotel Manager

Hotel Manager

The primary responsibility of this position is to manage and administer the day to day operations of the Hotel which includes Front Office/Reservations and Housekeeping. The Hotel Manager's success will be measured against Customer Experience, Professionalism, Revenue Management, Financial Management, People Management, Leadership, Quality Management, and Communication.

Duties and Responsibilities:

1. Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Initiates corrective action.
2. Is responsible for the development, monitoring and adherence to all Hotel and Lake of the Torches Resort Casino health, safety and cleanliness standards, and ensuring that all hotel associates are following all defined policies, procedures and processes.
3. Manages the work flow of all Hotel staff to ensure all Hotel programs, policies and activities are consistent, timely and efficient.
4. Is responsible for all employer/employee relations of the Hotel staff including hiring, goal and objective achievement, performance appraisals, training and development, motivating, coaching and counseling and disciplinary actions.
5. Manages all cross training of staff to ensure that all core competencies are attained by multiple staff to assist in maintaining guest service satisfaction levels.
6. Responsible for the continual assessment and recommendation of improvements and modification to the Director of Hospitality regarding the Hotel's standard operating procedures and is responsible for the development, modification and implementation of new or enhanced standard operating procedures.
7. Generates and reviews various operating reports, forecasts, business indicators and presents information to the Director of Hospitality for review.
8. Utilizes industry knowledge, competitor information and knowledge of policies and procedures to assist in the modification or installation of new or enhanced guest service offerings, pricing or additional amenities.
9. Develops and executes strategies related to Hotel Services to assist in achieving enhanced guest services, revenue generation and diminishment of costs.
10. Responsible for developing and managing Hotel budgets, controlling budget and maximizing sales and revenue growth while maintaining guest value and expectations.
11. Will create, implement and continuously assess the effectiveness of Revenue and Yield Management systems necessary to maximize revenue through occupancy at the hotel and to benefit revenue generating departments of the property.
12. Responsible for participating in the development, planning, and executing of marketing, sales, and operational activities, producing results that meet or exceed the hotel's business plan.
13. Ensures that all Hotel department communications, filing and billing systems are appropriate.
14. Responsible for the management of all Hotel supplies including purchasing and inventory levels.
15. Is accountable for the development and growth of all employees and for serving as a role model in respect to the code of conduct of the Lake of the Torches Resort Casino.
16. Is responsible for ensuring that hotel departments are working with other Lake of the Torches Resort Casino departments to achieve goals and objectives.
17. Performs other duties as assigned.

Supervisory Responsibilities: Directly supervises the activities of one or more supervisors and between 10 and 25 associates.

Supervision Received: Operates independently with supervision received from the Director of Hospitality.

Position Relationships:

1. Internal: Frequent contact with hotel associates, administration, and management staff. Occasional contact with associates at all levels within all departments of the organization.
2. External: Continual contact with guest and visitors. Occasional contact with suppliers and other organizations related to all aspects of position responsibilities.

Education: A High School education or equivalent is required. A bachelor's degree in Business Management or other related field of study is highly preferred.

Experience: A minimum of five years hospitality management or strong guest service management demonstrating progressively responsible experience is preferred. Managerial experience must include employee management, guest service program development, program implementation, and communication system experience. Prior experience managing multiple work groups and cultivating relationships with internal and external customers is essential.

Knowledge, Skills and Abilities: Must possess exceptional interpersonal, management, team development, human relations, organizational, time management and customer service skills. Must be able to attain significant knowledge of all Lake of the Torches Resort Casino operational systems, possess the ability to manage confidential and sensitive information with diplomacy and tact and exhibit positive change agent attributes. Must be proficient with PC's, Word, Excel and other related business software. Must be able to become proficient with other key systems such as Opera, Micros, ADP, and SynXis within 90 days. Must be able to maintain a professional demeanor in stressful situations as necessary.

Working Environment:

1. Work Conditions: The majority of position responsibilities are performed within a normal office environment.
2. Exposure to Hazards: May be exposed to situations where spills, contact with chemicals (i.e. housekeeping cleaning materials, pool maintenance materials), wet floors, or guest behaviors may create undesirable conditions.
3. Physical Requirements: Majority of position responsibilities include standing, walking, sitting, or bending.

License Requirements: None.

Behaviors: The vision, goals and objectives of Lake of the Torches Resort Casino requires the Hotel Manager to perform in both a professional and personable manner. The manner in which the employee relates to fellow employees, guests and visitors is considered parallel in importance to technical knowledge and ability. Respect and consideration given to the dignity of each guest, visitor and fellow employee is a requisite of successful job performance.

Other: Must be able to work irregular hours, weekends, holidays and be available for call in on short notice. Is required to carry and maintain corporate cell phone for call in or questions 24 hours a day. Must attend all mandatory meetings and participate in departmental/property training and development sessions.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by an individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills. Management reserves the right to revise the position description and to require that other tasks be performed if or when the position changes.