Sr Mgr Hotel Ops

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

Job Profile Title:

Sr Mgr Hotel Ops

Job Code:

19522

Profile Title:

19522 Sr Mgr Hotel Ops

Grade / Band:

L2

FLSA Status:

Exempt

Provide 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 to company policies and procedures.

Works closely with VP and Director of Hotel Ops to implement strategic Initiatives provided by Hotel Strategy CoE for hotel  operations.

Leads the implementation of policies, operating procedures, training programs, manuals, directives, work schedules, rules  and regulations for all front desk operations team.

Responsible for employee engagement of the front desk operations team, utilizing the tools provided and through  coaching, training, rewards and development.

Provides leadership and direction to maintain and improve the guest experience within front desk operations, consistent  with the company’s service standards.

Interviews, selects, trains, supervises, counsels and coaches hotel operations staff for the efficient operation of the  department.

Perform other duties as assigned.

Performs other job-related duties as requested.

Proof of eligibility to work in the United States

Bachelor degree or equivalent experience and 2+ years of prior relevant experience

Bachelor's Degree or equivalent experience

In hospitality, management, or related field or equivalent experience

Required

2+ Years of Prior Relevant Experience

In the direction and management of employees in a similar hotel environment which includes priorexperience in hotel management.

Required

Technical knowledge and experience with Opera (or LMS for CCLV).

Required

Ability to work varied shifts, including weekends and holidays

Required

Previous experience managing employees under a collective bargaining agreement.

Preferred

AAA or Forbes knowledge.

Preferred

Technical knowledge and experience with HotSOS 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

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.

Ability to utilize guest service satisfaction performance metrics from Guest View, TripAdvisor, Yelp, etc.to generate action  plans to address service opportunities.

Ability to influence others to accept practices and approaches related to hotel operations.

Excellent interpersonal skills to deal effectively with guests, management, employees and other outside contacts.

Excellent customer service skills.

Able to lead and mentor a team.

Excellent organizational skills; be able to function under time constraints and deadlines with attention to detail.

Effective listening abilities and be able to make strong judgment call.

Intermediate to advanced knowledge of Microsoft PowerPoint, Outlook, Word and Excel.

Ability to effectively communicate in English, in both oral and written forms.

Technical knowledge and experience with Opera (or LMS for CCLV).

Ability to work varied shifts, including weekends and holidays.

Balancing

Bending

Carrying __pounds

Clear speech - simple

Clear speech - complex

Climbing

Crawling

Crouching

Distant vision

Driving - auto/van

Driving - limousine

Flexibility - upper body

Flexibility - lower body

Hearing/Listening

Kneeling

Lifting __pounds

Near vision

Normal vision

Pushing/Pulling

Reaching

Sitting

Standing - 5 hours minimum

Stooping

Typing __w.p.m.

Walking

Communication - verbal

Communication - written

Confined area

Contacts - works alone

Contacts - works around others

Contacts - works with others

Exposure to dust / dirt

Exposure to fumes / odors

Extreme cold

Extreme heat

Fast pace

Hazardous conditions - Chemicals

Hazardous conditions - high structures

Hazardous conditions - high voltage

Indoors

Noise levels - low to moderate

Noise levels - low to high

Office conditions

Outdoors

Restricted area

Shifts

Smoke

X

__% Travel

Vibration

Wet/Humid

Analytical

Clerical

Comprehension

Crisis incidents

Customer service

Decision making

Fatigue

High pressure

Judgment

Long hours

X

Math skills - advance

Math skills - basic

Memorization

Organization

Perception

Reading - simple

Reading - complex

Repetition

Safety hazards

Tight deadlines

Working conditions

Writing - simple

Writing - complex