JOB SUMMARY:

 

The Hotel Operations Rooms Division Manager reports to Hotel Operations Manager and collaborates with Assistant Hotel Operations Management team to set the tone for the front-of-house and back-of-house guest experience of The Cromwell.  This role assists in leading the Housekeeping, Revenue Optimization and Hotel Operations departments by example, ensuring that no need goes unmet and no opportunity to make a guest’s visit special is missed.

 

This leader ultimately responsible in leading the housekeeping team to deliver remarkable guest and team member experiences; a large degree of self-motivation is needed to drive your department, while collaborating with the facilities and guest services team.  It is critical the person in this role possesses a diverse knowledge of housekeeping department and is willing to dive into the day-to-day operation, while balancing and managing the long-term goals of the hotel. This role supports and leads the hotel operations and ensures the resort maintains a high level delivering outstanding guest services and builds a dynamic team.  Presence should be as regular in the lobby, on guest room floors, throughout the casino area and at the front desk as it is in the office. 

 

The Hotel Operations Rooms Division Manager will have a natural passion towards action, an ownership mentality and is able to thrive in a fast-paced, multi-task environment with a constantly changing work environment.  The Manager must be humble and understands the need to work side by side with others in delivering outstanding experiences to our guest; and take action on feedback to make the operations better.

 

All duties are to be performed in accordance with departmental, property, and corporate policies, practices, and procedures.

 

ESSENTIAL JOB FUNCTIONS:  

Observes conditions of all physical facilities and equipment in the hotel operation, noticing the smallest detail which may go unseen by the untrained eye. Work in collaboration with other operating divisions and any third-party vendors to execute detailed cleaning and preventative maintenance programs to ensure the appearance of all furniture, fixtures, and equipment throughout the hotel. Collaborates with and help coach your team to complete the necessary activities for the day, such as inspecting rooms, cleaning guest rooms or stocking supplies, maintaining key control, OSHA/Safety Compliance Standards to ensure standards are achieved, and team member feel supported and valued to exceed guests’ needs. Be knowledgeable in all matters related to the safety, security, satisfaction, and well-being of hotel guests and team members; responds swiftly and effectively in any hotel emergency or safety situations, and verifies all team members are trained and following proper emergency procedures Fosters open lines of communication within the department by assisting in daily line-ups and monthly departmental all-team member “Buzz Session” meetings to create a transparent dialogue amongst the team to voice ideas and concerns, while addressing the department’s key priorities. Proactively leads the team in training, coaching and motivating team members to create an environment that nurtures ideas and develops future talent. Demonstrate passion and aptitude for all aspects of a guest’s experience, coaching your team to handle all guest interactions with the highest level of hospitality and professionalism; and encourage your team to find creative solutions in order accommodate guest requests whenever possible Listens and responds to guest inquiries in a professional manner.  Answer questions and offer assistance by providing accurate information on services relating to hotel, casino and the city. Manages housekeeping team members and assists with interviews, evaluations and progressive coaching or discipline when required. Implements and monitor departmental/hotel policies and procedures to ensure quality service. Compiles departmental work schedules and monitor workload to ensure a proper balance of work. Communicate effectively both verbally and in writing to provide clear direction to team members. Generates, review and analyze a variety of reports on a daily basis in order to monitor efficiency and expense. Reports problems found in operation and any unsafe equipment or unusual situations requiring action.  Works closely with Managers communicating accurate room status information to the front office team. Must be familiar with guestroom cleaning techniques to include industrial carpet and floor care, as well as basic guestroom cleaning. Attend all training classes as directed by the company.

 

QUALIFICATIONS:  

Required: 

At least 3 years of housekeeping experience within upscale, lifestyle, or luxury property. At least 1 year previous housekeeping supervisory experience preferred. Proficiency of the English language in reading, writing, and verbal communication, Spanish or Creole language skills is a plus. Proven track record of leading initiatives, achieving goals, and succeeding in a team environment. Able to lead and mentor a team. Have interpersonal skills to partner effectively with all business contacts. Professional appearance and demeanor. Work varied shifts, including weekends and holidays. High school diploma or equivalent. Able to effectively communicate in English, in both written and oral forms.

Preferred:

Previous experience working with property management systems such as Opera, Infor, REX, and/or LMS. Proven track record of effectively communicating and presenting information to corporate and property leadership.

 

Critical Competencies:

Engages others in general conversation tactics to build rapport quickly; and can lead and adapt communication and presentation tactics to engage audience; displays adaptable interpersonal skills for a wide range of audiences and stakeholders. Approaches fact finding and discovery missions in a collaborative effort; values input and experiences of others that creates additional insight to uncover deeper issues that need to be addressed or removed as a barrier to implementation. Passionate in driving results of their effort and others; can influence others to take direction to execute on strategy through tactical methods; and is comfortable in prioritizing their work and that of others. Comfortable in being a “general” in identifying strategic needs, yet can be a “soldier” to ensure the implementation of a strategic plan is implemented. Values the importance of making decisions with integrity, maintaining confidentiality across internal work groups and knows how to use discretion when appropriate; understands the difference between transparency and confidentiality.

 

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:  

Must be able to work flexible hours, including evenings and weekends. Fast paced environment, multiple tasks to be handled under time constraint.  Must be able to handle a heavy business volume, and sensitive situations relating to team member, candidate, and guest problems, in a timely manner. Must be able to tolerate areas containing second hand smoke. Must be able to lift and carry up to 25 pounds. Ability to push/pull up to 100 lbs. for linen carts and housekeeping supplies. Must be able to bend, crouch, kneel, twist and work at a desk/counter when performing functions of the job. Respond to visual and aural cues. Must have manual dexterity to operate all office equipment. Must be able to recognize and respond to individuals with questions. Must be able to maneuver around office and property.

 

DIRECTLY SUPERVISES:

Guest Room Attendant Housekeeping Porter Linen Attendant

 

Disclaimer: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. 

 Caesars Entertainment reserves the right to make changes to the job description whenever necessary.

As a part of Caesars Entertainment’s employment process, finalist candidates will be required to complete a drug test and background check prior to an offer being extended.  Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.