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Mgr Resorts Ops

J o b D e s c r i p t i o n

Job Profile Title:	Mgr Resorts Ops
Job Code:	12304
Business_Title	Manager Resorts Operations
Profile Title:	12304 Mgr Resorts Ops
Grade / Band:	L1
FLSA Status:	Exempt
Provide support to the Senior Hotel Manager with direction and leadership for the property Front Desk team, consistent with the MGM brand. Responsible for leading the hotel management team in achieving their stated operational and financial goals including managing labor and overall financial performance. Owns the execution of functional strategy and the operational direction of the Front Desk. Ensure high customer satisfaction and an exceptional guest experience, in accordance with MGM Resorts service standards. All duties are performed in accordance with company policies and procedures.

Principal Duties & Responsibilities
Works closely with the Senior Hotel Operations Manager to implement strategic Initiatives provided by Hotel Strategy CoE for hotel operations.
Direct oversight to all Front Desk, Lobby Experience, and Guest Services operations.
Assist in leading the implementation of policies, operating procedures, training programs, manuals, directives, work schedules, labor targets, rules and regulations for all Front Office operations.
Responsible for achieving operational & financial goals.
Interviews, selects, & hires all Front Office positions, including, but not limited to, Front Desk Clerks, Guest Services Specialists, and Hotel Operations Managers.
Responsible for mentorship and driving employee engagement of the Front Office team, utilizing the tools provided through coaching, training, rewards, and development.
Provides leadership and direction to maintain and improve the overall guest experience within Front Office operations, consistent with the company’s service standards.
Focus on the strategies to positively impact the Guest Experience for the MGM Rewards Gold+ guest population.
Participates with training, supervision, counseling and coaching of Front Office staff for the efficient operation of the department.

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Education
Education Level	Education Details	Required/ Preferred
Bachelor's Degree	In hospitality, management, or related field or equivalent experience.	Preferred

Work Experience
Experience	Experience Details	Required/ Preferred
2+ Years of Prior Relevant Experience		Required

Additional Requirements
Details	Required/ Preferred
Previous experience managing employees under a collective bargaining agreement.	Preferred
AAA or Forbes knowledge.	Preferred
Technical knowledge and experience with Opera.	Preferred
Technical knowledge and experience with HotSOS Amadeus, Medallia, or other service optimization system.	Preferred
Previous experience working in a similar resort setting.	Preferred
Ability to communicate in Spanish and or Asian Languages.	Preferred

Knowledge, Skills and Abilities
KSAs
Working knowledge of hotel management system and operations.
Ability to establish guidelines for proper staffing to maximize efficiency and minimize labor costs.
Broad management and leadership knowledge of front office operations.

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
Balancing			X
Bending			X
Carrying 10 pounds			X
Clear speech - simple				X
Clear speech - complex				X
Climbing	X
Distant vision				X
Driving	X
Flexibility - upper body			X
Flexibility - lower body			X
Hearing/Listening				X
Kneeling		X
Lifting 10 pounds		X
Near vision				X
Normal vision				X
Pushing/Pulling			X
Reaching			X
Sitting				X
Standing			X
Typing				X
Walking				X

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
Communication - verbal				X
Communication - written				X
Confined area				X
Contacts - works alone				X
Contacts - works around others				X
Contacts - works with others				X
Exposure to dust / dirt				X
Exposure to fumes / odors				X
Extreme cold				X
Extreme heat				X
Fast pace				X
Hazardous conditions - chemicals				X
Hazardous conditions - high structures				X
Hazardous conditions - high voltage				X
Indoors				X
Noise levels - low to moderate				X
Noise levels - high				X
Office conditions				X
Outdoors				X
Restricted area				X
Shifts				X
Smoke				X
Travel				X
Wet/Humid				X

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
Analytical				X
Clerical				X
Comprehension				X
Crisis incidents				X
Customer service				X
Decision making				X
High pressure				X
Judgment				X
Long hours				X
Math skills - advance				X
Math skills - basic				X
Organization				X
Reading - simple				X
Reading - complex				X
Repetition				X
Tight deadlines				X
Writing - simple				X
Writing - complex				X