Hotel Operations Supervisor (Horseshoe Bossier)
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Job Location:
Bossier, LA - USA
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
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 employees as well as our guests. Seeks employees 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 employees in order to increase employee 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 employees.
- 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 FOCUS Handling Problem Situations model and Service Recovery tools.
- Provides direction and training to all employees 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 employees.
- 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 employees.
- Conducts Performance Reviews.
- Makes or recommends wage increases.
- Makes or recommends promotions.
- Provides for safety and security.
- Handles employees complaints or grievances.
- Recommends disciplinary action or disciplines employees.
- 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.
OTHER 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
Key Skills
- Animation
- Corporate Advisory
- Customer Care
- Ethernet
- Corporate Development
About Company
Caesars Entertainment invites you to indulge in elegance. Hotels, upscale casinos, breathtaking shows, and gourmet dining – where entertainment reaches new heights!
