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Mgr Hotel Ops

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

Job Profile Title:	Mgr Hotel Ops
Job Code:	19532
Profile Title:	19532 Mgr Hotel 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 to 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.
Assist in leading 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.
Participates with: Interviews, candidate selections, training, supervision, counseling and coaching of front desk operations staff for the efficient operation of the department.
Perform other duties as assigned

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

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

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

Work Experience
Experience	Experience Details	Required/ Preferred
2+ Years of Prior Relevant Experience	In the direction and management of employees in a similar hotel environment.	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 (or LMS for CCLV).	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

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.
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 property management system.
Ability to work varied shifts, including weekends and holidays

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