Mohegan Sun
Assistant Hotel Operations Manager
This job is now closed
Job Description
- Req#: R-06903
- Assists the Hotel Manager in developing schedules for the hotel staff and supervising the workflow to assure efficiency and accuracy
- Addresses Guest concerns in a timely manner
- Stays abreast of current Guest Service scores for the department and works to improve them
- Responsible for assisting with the scheduling, training, evaluating and counseling of the Guest Receptionists and supervisors
- Ensures computer back-up reports are run and documents are current
- Processes daily due-outs and express checkouts in a timely manner to ensure maximum availability of rooms on the hotel rack
- Manages the preparation, arrival and departure of all corporate, convention and bus groups
- Runs and reviews Manual over-ride report and room revenue potential, looking for any rate discrepancies
- Monitors the completion of the over the credit and non-zero reports
- Monitors the accurate completion of daily room blocking (i.e. deposits and accessible rooms)
- Performs the daily date-roll process, including posting of room and tax, disputes, suspense, batching of telecheck machines and reporting functions
- Monitors employee and guest interactions according to the WOW Customer Service Standards by conducting surveys of customer service levels through LRS and tracking the results
- Performs pre-shift meetings to keep staff updated on daily activities and events
- Ensures supplies are ordered and maintained in an organized fashion
- Attends daily operations meetings to review prior day’s events and discuss strategies for current days activities
- Reviews phone logs to ensure abandonment rate stays below 10%
- Maintains a daily log of administrative complementary rooms
- Assists in the coordination of special requests with VIP Services
- Associates’ Degree or equivalent
- Three years of hotel experience with at least one year of supervisory experience in a high volume, complex casino/hotel environment or four or five star luxury hotel
- Previous experience in coordinating events and activities
- In lieu of a Degree and previously mentioned experience, five years of hotel experience with at least one year of supervisory experience in a high volume, complex casino/hotel environment or four or five star luxury hotel may be considered
- Excellent written and verbal communication skills
- Strong organizational and multi-tasking skills
- Intermediate computer skills in Word, Excel and Outlook
- Knowledge of LMS, LRS, Espresso, HMS, ACSC, Bar tech, Timelox/DC1,Hotel paging system, Lodgenet, Telecheck, RPOS and any other software programs used in Hotel Operations
- Extensive knowledge of the property and local areas and destinations
- Possesses a high level of maturity to deal with the most discriminating guest requests and requirements
- Knowledge of the Mohegan Tribal Employment Rights Ordinance (TERO) as it relates to employment
- Must attend all appropriate Human Resources Manager Training classes
- Knowledge of Mohegan Sun corporate and department policies and procedures
- Knowledge of Ascent, EmpowerTime and Manager Self Service systems
- Knowledge of Mohegan Sun budget planning and analysis process
- Office work environment
- Must be able to stand, reach, bend or sit for extended periods of time
- Must be able lift up to 100 lbs
- Must be able to work various shifts and flexible hours
JOIN OUR TEAM AND EXPERIENCE ENDLESS CAREER POSSIBILITIES
IF YOU ARE AN EXISTING TEAM MEMBER, PLEASE CLICK THE FOLLOWING LINK TO BE TAKEN TO THE INTERNAL CAREER SITE: MOHEGAN INTERNAL CAREER SITE
Position Summary:
This position is responsible for overseeing the Front Desk, Concierge, Pool, Bell Desk, Aquai and Ascend Reception desks, while providing on-going training and providing the highest level of customer service to our Guests, in accordance with the Company’s vision statement.
Primary Duties and Responsibilities : includes but not limited to:
Secondary Duties and Responsibilities:
Minimum Education and Qualifications:
Competencies: Incumbent will master the following competencies while in this position:
Training Requirements:
Physical Demands and Work Environment:
This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with this job. Mohegan Sun reserves the right to make changes to the above job description whenever necessary.
Work Shift:
RegularKnock, knock. Hear that sound? That's opportunity!
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Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.
About the company
Mohegan Sun is an American casino, with 364,000 square feet of gambling space.
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