Senior Hotel Services Operations Manager – Full Time (Caesars Palace LV) | Caesers

Job Description

JOB SUMMARY: 

The Senior Manager Hotel Services is responsible for overseeing and managing all aspects of our execution and service experience of the Caesars Palace parking, bell desk, and valet management and logistics.  This leader is responsible for ensuring development and implementation of efficient operations and cost-effective systems to meet current and future needs of the organization through financial responsibility, providing quality service to Caesars Palace, and leading a culture to ensure the execution of a safe, reliable, and service-centric operation. 

This role has oversight of the following:

• Over 150 salaried and front-line team members with two different collective bargaining agreements. 
• Delivery of luggage to 4,000+ rooms; including supporting luggage needs to 300,000 sf of convention space.
• Management of traffic flow and valet operations consisting of three high-volume driveways.
• Management of special events parking, traffic, and designing plans around VIP event requirements.

The leader will have a natural bias towards action, an ownership mentality and is able to thrive in a fast-paced, multi-task environment with a constantly changing work environment.  The leader will seek for ways to innovate, improve, and want to share the vision and direction of the operation with peers, direct reports, and roll up their sleeves and do whatever it takes to make the Caesars Palace hotel guest service team strategy successful.  Working with the senior hotel leadership teams, this role will require the ability to influence and motivate team members at all levels across a variety of job functions and will be required to independently translate high-level goals into actionable plans. 

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

ESSENTIAL JOB FUNCTIONS:  

• Oversees the Hotel Services team consisting of bell desk, valet operations, traffic, and parking. 
• Develops the parking structure, business models, revenue plans and performance reports.
• Effectively manages a team of managers and vendors to achieve superior results. 
• Sets and consistently monitors measurable objectives for revenue growth and holding team accountable for initiatives, service, and revenue growth. 
• Manages all third-party cost, builds long-range capital and infrastructure planning, and achieves the measurable objectives related to parking revenue, managing expense, and driving superior guest satisfaction. 
• Manages on-site special events, third-party traffic control and partners with property leadership to achieve a best-in-class parking and traffic experience. 
• Develops and manages the strategy and execution of parking plans, alternative route planning, and event/hotel parking and traffic management strategies to support a safe, secure, and best-in-class parking experience.
• Partners with corporate entities and property leadership to implement parking rates/yielding and optimization, revenue initiatives to drive revenue streams related to parking operations. 
• Manages the cleanliness, upkeep, maintenance, and support services related to parking garages across the Las Vegas Region. 
• Provides accurate and reliable forecasting on an on-going basis as to where a team will finish a goal.
• Consistently drives team(s) to deliver exceptional guest service satisfaction, safety, and compliance. 
• Creates strong collaborative partnerships with property operations that works to accomplish their goals while continuing to build and deliver best-in-class day to day regional parking operations. 
• Builds and leads organizations with methods and actions that are ethical and in full compliance with all applicable laws, regulations, and Company policies. 
• Manages all team member related human resources integrity and performance and culture needs. Creates a work environment which promotes teamwork, performance feedback, recognition, mutual respect, and team member satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; compliance with company policies, legal requirements, and collective bargaining agreements.
• Generates meaningful synergy through streamlining operations, people, creating subject matter experts and initiatives for service, capital, product offerings/developments, brand marketing, and service standards.
• Shows relentless prioritization and data-driven decision-making to ensure the team is working towards the right goals and has the tools needed to achieve them.
• Builds models to evaluate the economics, value, and opportunity costs of strategic initiatives intended to multiply parking and traffic management productivity.
• Develops the Company’s competitive advantage by attracting and acquiring talent that strengthens the operating performance, service culture, and team member engagement to maximize capability to drive operational excellence. 
• Performs all other job-related duties as requested. 

QUALIFICATIONS:  

Required:

• Bachelor’s degree in Hotel Management, Business Administration, or related field or equivalent education and experience.
• At least 5 years of experience in areas such as multi-resort operations, parking strategy, bell/valet, traffic management, revenue optimization and sales.
• At least 3 years of direct management experience, recruiting, developing, and retaining talent. 
• Excellent customer service, strategic, analytical skills with strong quantitative and qualitative skills. 
• 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.
• Able to effectively communicate in English, in both written and oral forms.

Preferred:

• Previous experience working with platforms such as Vehicle Management Systems, Tableau, SQL, LMS and/or Opera.
• Proven experience driving substantial revenue growth year over year. 
• Previous experience with project management and proven track record of effectively communicating and presenting information to corporate and property leadership. 

Critical Competencies:

• Highly analytical in thought and recommendations; and continually seek out the facts; can express a point of view without it be driven by an ego.
• 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 secondhand smoke. 
• Must be able to lift and carry 30 pounds. 
• 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: 

• Hotel Services Manager (4)
• Bell Captains (4) – Indirectly 
• Valet Leads (2) – Indirectly 

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.