JOB SUMMARY

The Assistant Hotel Manager is responsible for managing, coordinating, and directing hotel activities, including front desk, PBX, bell services, and housekeeping while assisting the Hotel Manager with administration of the department.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Hires, trains, motivates, evaluates, and manages staff, ensuring proper staffing and that team members receive adequate guidance and resources for achievement of job responsibilities and meet departmental goals
• Manages and coordinates the operation of the front desk, PBX, bell services, housekeeping, and the Rock Shop to ensure efficiency and that the best possible service is provided to guests; makes necessary adjustments to ensure proper facilitation of guests' needs
• Ensures that all front desk, PBX, bell services, housekeeping, and Gift Shop personnel are properly trained in their duties and that all arriving and departing Hotel guests are provided with prompt and courteous service
• Addresses personnel and customer issues for the hotel and Rock Shop by investigating and resolving customer complaints and comments
• Establishes and maintains effective controls to ensure adherence to department procedures; directs the investigation and correction of shortages and errors; recommends changes in procedures, equipment and physical layout to ensure maximum service, efficiency and security of company funds
• Works with Hotel Manager in planning for hotel promotions and special events reservations to ensure most strategic room blocks and facilitation of room service to guests
• Schedules team members in all areas of the hotel and Gift Shop to achieve appropriate coverage
• Maintains established credit policies; takes appropriate action in obtaining payments when guest ledger accounts exceed normal limits and assists in any collection problems on overdue accounts
• Processes invoices, packing slips, receiving documents, short shipments, and SKU conflicts
• Assists in developing and creating merchandise displays to improve sales
• Maintains inventories at an acceptable level based upon historical seasonal sales records daily
• Monitors and evaluates the Gift Shop daily to ensure operations on a profitable basis
• Ensures all Box Office duties are complete, including will-call tickets, ticket sales, and casino/marketing promotions.
• Performs other related duties as assigned

REQUIRED SKILLS AND ABILITIES

• Ability to work effectively in a fast-paced environment
• Excellent organizational and leadership skills with the demonstrated ability to manage a team
• Excellent guest service skills with strong attention to details
• Demonstrated knowledge and hands-on experience in hotel operations as well as related computer and telephone systems
• Demonstrated knowledge of Micros Opera hotel computer systems and telephone systems
• Knowledge of math and statistics
• Knowledge of Microsoft applications and other computer applications

EDUCATION AND EXPERIENCE

• Bachelor’s Degree in Business Administration, Hotel & Restaurant Management, or related field
• Two years of experience in hotel operations
• Must obtain valid gaming license, where applicable

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

• While performing the duties of this job, the employee is frequently required to sit or stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
• The employee may be required to lift and/or move up to 50 pounds.
• The employee may be required to work long hours, including nights, weekends, and holidays.
• The noise level in the work environment is usually moderate to loud.
• The employee may be exposed to smoke when on the floor of the gaming room.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.