Hotel Operations Manager

About the position

The Hotel Operations Manager at Hollywood Casino at Greektown is responsible for leading and managing all functions within the Rooms Division, ensuring adherence to hotel standards. This role involves directing the Front Desk, PBX, and Reservations staff to deliver quality service and guest satisfaction while maximizing profits. The manager will oversee daily operations, implement budgets, and address guest needs to enhance their experience.

Responsibilities

• Lead and manage all functions in the Rooms Division areas according to hotel standards.
• Direct and manage Front Desk, PBX, and Reservations staff to ensure quality service and guest satisfaction.
• Execute short and long-term planning and day-to-day operations of the room division and related areas.
• Implement and manage the division's annual budget and objectives to meet management expectations.
• Address and resolve all guest needs, issues, comments, and problems to ensure a quality experience.
• Manage hotel reservations through various channels to maximize occupancy and revenue.
• Oversee group rooms and pre-arrivals coordination process, monitoring scheduling and productivity.
• Ensure procedures are followed to minimize losses and expenses while maximizing hotel profits.
• Prepare daily work schedules for team members and supervisors.
• Train, counsel, guide, and instruct team members in their duties.
• Administer employee relations policies and enforce company policies and regulations.
• Create various reports and attend/hold regular meetings.
• Perform marketing-related duties and issue comps as necessary.

Requirements

• Associate Degree or equivalent work experience required.
• Minimum 3 years experience in hotel operations required.
• Previous supervisory and customer service experience required.
• Ability to exercise judgment and diplomacy in public contact situations.
• Ability to meet/exceed guest needs and resolve complaints effectively.
• Strong communication skills with guests and team members at all levels.
• Ability to meet deadlines, work under pressure, and multi-task.
• Understanding of company and departmental rules and regulations.
• Skill in establishing and maintaining effective working relationships.
• Ability to read, write, and communicate verbally in English.
• Intermediate math skills required.
• Working knowledge of Microsoft Office and ability to learn new software.
• Knowledge of appropriate union contracts.

Benefits

• 401(k) benefits from day one
• Career opportunities
• Advancement programs
• Scholarships
• Company perks