Function (Scope and Main Purpose of Job)
The Hotel Operations Manager is responsible for the overall leadership and management of the hotel departments and for delivering a Fun, Friendly, and Comfortable experience for all Team Members and Guests.
Core Service Standards
CLEAN: Must make the property shine and look impeccable while maintaining a neat CLEAN and crisp personal appearance.
SAFE: Must make guests feel SAFE and comfortable through creating a worry free, carefree experience.
FAST: Provide FAST and efficient service with accuracy. Meet service time requirements and anticipate guest needs.
FRIENDLY: Greet each guest with FRIENDLY welcomes, making eye contact and smiling. Use H.E.A.R.T. steps to ease guest concerns. Say thank you to departing guests.
FUN: Work passionately as a team to create a FUN experience both for everyone who works and plays here.
Job Requirements (skills, knowledge, and abilities)
Supports strategic vision, develop and implement operational and service strategies that lead Live! to become and remain the market leader in the area in occupancy, rate, and guest satisfaction scores.
Responsible for planning, controlling, communicating and implementing procedures and processes for the overall efficient operations of the business under the conditions of the Maryland Gaming Commission.
Directs and leads staff in developing strategies to accomplish objectives approved by ownership and oversees implementation in partnership with Live! Casino & Hotel leadership teams.
Directs the hotel departments staff; Front Office (Front Desk and Bell/Door), Housekeeping, Food and Beverage, Facilities.
Partners with the VP of Sales and Marketing in the overall support of the Live! Lofts Sales Team and strategy.
Collaborates on the operation of the Contact Center.
Liaises with the Finance Division to ensure adherence and enforcement of all related Live! Casino & Hotel policies and controls.
Directs and leads the preparation of short-term and long-term business plans and budgets based on broad corporate goals and growth objectives, with operational assistance from all functional areas.
Evaluates the results of overall operations regularly and systematically.
Supports the revenue optimization strategy to yield maximum financial results for the company.
Enforces and monitors Learning & Development endeavors to deliver 4 star rated service to guests.
Ensures that expectations of all direct reports are clearly defined and understood.
Other duties as assigned.
Mental and Physical Requirements
Ability to perform assigned duties in an interruptive office.
Ability to maintain visual attention and sustained mental concentration for significant periods of time.
High ability to create innovative strategic plans that are guest service oriented.
High ability to analyze and interpret marketing research and financial data.
Broad variety of tasks and deadlines requires an irregular work schedule.
Ability to perform assigned duties under constant time pressures.
Five to ten years related experience and/or training, or an equivalent combination of education and experience.
Experience at a 4 or 5 star rated Hotel is required.
Must be able to obtain and maintain a valid gaming license as determined by the Maryland Lottery Gaming & Control Agency.
24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees
Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
You will work in an environment where smoking is allowed.
Maryland Live Casino