Hotel General Manager - Maryland

Maryland Live Casino Hanover , MD 21076

Posted 2 months ago

Overview

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.

Responsibilities

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.

Qualifications

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.

Educational Requirements

  • 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.

Working Conditions

  • 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.

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Hotel General Manager - Maryland

Maryland Live Casino