Hotel Operations Supervisor (Horseshoe Bossier)
Caesars EntertainmentProvides 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 Hotel’s 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 year’s 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.