Job description

Department Name:

Hotel

Summary:

The Hotel Manager is responsible for the successful operation of the Hotel Front Desk, the Gift Shop, Valet and casino Call Center. The manager ensures superior guest service and employee satisfaction while meeting departmental financial goals. The manager works as a strategic member of management through understanding the Company's vision and strategies, culture and business processes.

Essential:

• Responsible for the operation of the Hotel Front Desk, Call Center, Valet and Gift Shop departments, successful performance of employees, and a favorable guest experience.
• Develop, implement, and enforce guest service performance objectives and scripts for areas of responsibility. Review systems routinely to ensure objectives are met.
• Resolve guests’ complaints, conduct investigation and take immediate, appropriate action. Implement service recovery actions to remedy service failures.
• Monitor activities that affect efficiencies and effectiveness of the Hotel Front Desk including, but not limited to, room inventory, rates, yield management, player tracking systems, and other Hotel Management systems.
• Responsible for stocking, displaying in an organized, neat, and appealing manner, and rotating displayed merchandise and inventory in the Gift Shop.
• Maintain proper stock of all products on gift shop floor and ensure adequate levels are on display.
• Maintain highest occupancy levels working closely with Group Sales and Marketing regarding groups and special events.
• Authorize overrides for comps and/or redemptions following established SOPs.
• Assist in the coordination of promotions, contests, and giveaways related to the Gift Shop.
• Maintain awareness when the fitting room is in use and of risk management concerns with products.
• Provide exceptional guest service for all external and internal customers.
• Responsible for effectively managing, delegating duties, and the performance and development of department staff; inclusive of interviewing, hiring, training, evaluating, coaching, and termination of staff.
• Manage expenses based on budgeted guidelines and business volumes to include payroll and staffing levels.
• Perform all functions of personnel within span of control, as needed.
• Must maintain reasonable accessibility by phone for business purposes.
• Assure an environment which emphasizes cooperation, communication, and teamwork with all departments.
• Support compliance with all internal procedures and regulatory requirements, including those associated with underage and intoxicated guests.
• Support current law and policy to provide a work environment free from illegal and discriminatory behavior.
• Promote and ensure the safety and security of all guests and employees.
• Complete job duties with minimal supervision, maintain acceptable attendance, and use appropriate judgment and decision-making skills.
• Job duties, tasks, work hours, work requirements, and other duties as assigned may be added or changed at any time.

Required:

• Ability to use telephone, Micros system, cash register, to do credit card transactions, copy/fax machine, computer, Microsoft Office, hand-held radio, and any department-specific equipment, tools, and computer software.
• Ability to perform a broad variety of tasks and deadlines with an irregular work schedule.
• Ability to communicate effectively with guests and all levels of employees in both oral and written form.
• Ability to work in casino and office environment with excessive noise levels, bright lights, and smoke environment.
• Knowledge of all facilities and promotional events available to guests on property.

Schedule:

Full-time that varies based on events and holidays and includes days, nights and weekends.

Salary:

Highly competitive salary based on experience with 80 hours of Paid Time off upon hire.

Walker's Bluff Casino Resort is an Equal Opportunity Employer dedicated to non-discrimination in employment. We select the best qualified individual for the job based on job-related qualifications regardless of race, age, color, religion, sex, national origin, ancestry, marital status, sexual preference, disability or any other status protected by applicable law.

Job Type: Full-time

Pay: $43,390.00 - $49,077.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Night shift
• On call
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Carterville, IL 62918: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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