Hotel Operations Supervisor (Horseshoe Bossier)
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Job Location:
Bossier, LA - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Description
Responsibilities
Qualifications
Hotel Operations Supervisor provides supervision in the daily tasks of the Front Desk and Valet/Bell person teams. Ensures A level customer service is provided at each Moment of Truth. Resolves guest complaints and follows up to ensure satisfaction. Creates a fun and exciting work environment for our Team Members as well as our guests. Seeks Teams input on new ideas to improve service standards. Promotes a positive work environment creating opportunities to increase customer satisfaction scores. Responsible to train develop and motivate Team Members to increase Team Member retention.
Responsibilities
- Greets and welcomes customers with a smile and takes pride in being a Caesars Team Member
- Serves as a Hotel Management representative and customer service role model for Team Members
- Directs the day-to-day operation of the shift to ensure each guest experiences a level of service and comfort meeting Caesars standard
- Prepares reports on a daily basis to detail Hotel activities and the Hotels financial results
- Schedules staff in accordance to business demands
- Reviews daily staffing requirements and makes adjustments
- Recommends changes for assigned personnel including hiring promotion demotion and release of personnel
- Approves wage and salary adjustments for personnel within established limits
- Approves regular vacation and recommends leaves of absence
- Provides coaching and written documentation of positive and corrective work related activities
- Prepares and coordinates performance reviews of assigned personnel including four week eight week ten week 90 day six month and annual reviews
- Establishes and administers policies and procedures pertaining to the Hotel Department and assures adherence to them
- Properly informs all employees of changes in programs and events by means of daily BUZZ sessions memos and or e-mail
- Handles guests complaints taking corrective action as necessary including incident reports
- Handles all guest inquiries with promptness: billing inquires travel agents and research of disputed bills utilizing Family-Style Service model and Service Recovery tools
- Provides direction and training to all Team Members to maintain a positive and fun working environment
- Understands values and supports the Caesars mission statement
- Builds relationships with guests during their visit
- Must have knowledge of all services available on property to accurately and clearly communicate information to guests and Team Members
- Maintains knowledge of emergency procedures including employee and guest related responsibilities and evacuation procedures
- Performs other managerial duties as deemed appropriate
- Meets the attendance guidelines of the job and complies with all state federal and regulatory policies and procedures
- Spends the majority of time interviewing training and selecting Team Members
- Conducts Performance Reviews
- Makes or recommends wage increases
- Makes or recommends promotions
- Provides for safety and security
- Handles Team Member complaints or grievances
- Recommends disciplinary action or disciplines Team Members
- Plans supervises and monitors work
- Monitors legal compliance with federal state and gaming laws
Qualifications
- High School diploma and/or equivalency required
- College degree preferred (Hotel or Business Management preferred)
- Two years minimum Front Desk experience preferably with supervisory experience
- Ability to communicate orally and written in English
- Superior customer service skills and experience in dealing with the public required
- Proficiency in Microsoft Office Word Outlook Excel and LMS/CMS system knowledge is preferred
- A working knowledge of the Shreveport/Bossier City area preferred
- Ability to compile facts and figures
- Excellent oral and written communication skills
- Ability to develop and enforce Standard Operating Procedures
- Strong interpersonal skills are necessary
- Must be able to get along well with co-workers and work as a team
- Must be able to work any day of the week and any shift
ADDITIONAL REQUIREMENTS:
- Must be able to stand for long periods
- Must be able to respond calmly in a crisis and demanding situations handling many customer needs in a fast paced environment
- Must be able to bend stoop crouch kneel twist balance and work at a desk
- Must be able to lift and carry up to 50 pounds
- Must have the manual dexterity to be able to type grab grip pull hold tear sort reach and file paperwork
- Must be able to respond to visual and aural cues
- Must be able to operate the following equipment: computer 10 key adding machine Saflok key machine telephone credit card machine printer facsimile and photocopier
- Must present a well groomed appearance
- Must be able to move in and around the Casino/Hotel areas and Front Desk areas through the entire shift
- Must be able to tolerate areas containing second hand smoke
- Must be able to work closely with chemicals such as glass and hard surface cleaning solutions
Required Experience:
Manager
About Company
Caesars Entertainment invites you to indulge in elegance. Hotels, upscale casinos, breathtaking shows, and gourmet dining – where entertainment reaches new heights!
