POSITION:              MANAGER  OF HOTEL OPERATIONS DEPARTMENT:       HOTEL FRONT OPERATIONS

STATUS:                       EXEMPT (SALARY)

REPORTS TO:           DIRECTOR OF HOTEL OPERATIONS

JOB SUMMARY:

Manages the Hotel Front Desk, Valet/Bell and Retail areas to achieve customer satisfaction and quality service while assuring compliance with policies and Standard Operating Procedures.

GENERAL REQUIREMENTS:

Three (3) to five (5) years supervisory experience required.  Experience in resolving guest complaints and in dealing with the public required.  Must have strong organizational, administrative and communication skills required.  Public Relations, interpersonal skills and employee motivational skills required.    Ability to analyze a variety of technical problems resulting from diverse nature of factors.  Computer skills required Word, Microsoft Office, Microsoft Outlook, and Excel. Must be able to read, write, speak, and understand English.

ESSENTIAL JOB FUNCTIONS:

Creates and ensures a fun filled, entertaining and exciting environment where the flawless execution of excellent four-star service is paramount.  Responsible for the efficient operation of the following functions: retail, front desk, VIP services, concierge, doorperson, and bell staff, ensuring 100% guest satisfaction.  Works closely with the front office, housekeeping, and related areas.  Serves as a leader for employees while fostering teamwork, employee morale, motivation and open communication.  Coaches and develops employees using a consistent approachable demeanor and clearly articulating expectations.  Strives to improve and streamline departmental operations through the continuous assessment of policies and procedures, work processes and program effectiveness/value.  Allocates resources to areas that create value to our guests and to Caesars.  Endorses business objectives, ethics, and values of Caesars Entertainment Inc.  Helps maintain and enhance a safe, secure, and comfortable environment for our guests and employees.    Resolves guest complaints relating to all areas of hotel, retail, and bell services.  Executes arrangements for all casino and VIP guests such as greeting, pre-registration, baggage handling and bell service treatment.  Responsible for cost center and capital expenditures including budgeting, project planning and execution.    Supervises training of all Front Services staff including front desk, VIP services, retail and bell staff, with an emphasis on detail to provide service levels consistent with the “premier” concept, coordinates cross-training between all Front Services Departments.    Responsible for thorough investigation of lost/misplaced baggage problems and accurate recording of investigation and final disposition.  Coordinates recovery efforts with Security and Risk Management.  Ensures guest complaints are handled in an effective, courteous manner.  Grants complimentaries for hospitality purposes only.  Acts as a role model to other employees and always present oneself as a credit to Caesars and encourage others to do the same.  Adheres to regulatory, departmental and company polices and procedures. Spends the majority of time interviewing, training, and selecting employees. Conducts Performance Reviews. Makes or recommends wage increases. Makes or recommends promotions. Provides for safety and security. Handles employees' complaints or grievances. Recommends disciplinary action or disciplines employees.  Plans work. Supervises and monitors work. Monitors legal compliance with federal, state, and gaming laws.

DEMANDS NECESSARY TO COMPLETE ESSENTIAL JOB FUNCTIONS:

PHYSICAL & MENTAL:

Ability to bend, stoop, kneel, climb, ascend and descend stairs.  Maintain equilibrium; ability to stand and walk for entire shift.  Repetitive bending and lifting.  Ability to lift, carry, push, and pull heavy objects.  Ability to reach for specific objects at short distances in local working areas.  Sufficient manual dexterity of hand to utilize a computer keyboard and calculator. Must present a well-groomed appearance.

WORK ENVIRONMENT:

Must be able to work at a fast pace and in stressful situations. Must be able to maneuver to all areas of the casino, including all food and beverage service areas.

CAESARS RESERVES THE RIGHT TO MAKE CHANGES TO THIS JOB DESCRIPTION WHENEVER NECESSARY.