VIP Guest Services Manager – Full Time (Caesars Palace LV) | Caesers

Job Description

JOB SUMMARY:

The Hotel Guest Services Manager reports to and collaborates with the Hotel Operations Managers to set the tone for the front-of-house experience of Caesars Palace  This integral role assists in leading the hotel departments (Front Office, Front Services) by example, ensuring that no need goes unmet and no opportunity to make a guest’s visit special is missed.

This leader supports in leading the team to deliver remarkable guest and team member experiences.  It is critical the person in this role possesses a diverse knowledge of rooms division operations and is willing to dive into the day-to-day operation, while balancing and managing the long-term goals of the hotel. This role supports and leads the hotel operation and ensures the resort maintains a high level delivering outstanding guest services, and builds a dynamic team.  Presence should be as regular in the lobby, and at the front desk as it is in the office. 

The Hotel Guest Services Manager will have a natural passion towards action, an ownership mentality and is able to thrive in a fast-paced, multi-task environment with a constantly changing work environment.  The Manager must be humble and understand the need to work side by side with others in delivering outstanding experiences to our guest; and take action on feedback to make the operations better.

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

ESSENTIAL JOB FUNCTIONS:  

• Own all aspects of a guest’s experience from beginning to end by ensuring accurate and thorough reservation details, an inviting arrival, recommendation of Caesars Entertainment, Inc. experiences, and a seamless departure, ensuring a positive guest experience throughout and adjusting as necessary
• Collaborate cross-functionally with revenue, marketing, and hotel operations teams to implement best practices, programs and procedures to drive revenue, efficiency and productivity.
• Partner with Housekeeping and Engineering to ensure hotel facilities and rooms are maintained in optimal condition, being emphatic about the smallest detail which may go unseen by the untrained eye.
• Provide on-going frontline sales support to front desk agents on driving upsell revenue on a day to day basis.
• Show 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.
• Utilize analytics to monitor the inventory yield, and optimize revenue on hotel room inventory across the property through various channels, partners, platforms, devices and agents.
• Continuously research guest, marketplace and industry trends to understand spending by different verticals, programs and campaigns, and implement initiatives to maximize revenue potential.
• Monitor Daily Count and room inventory control agents to ensure appropriate a number of clean rooms are available for check-ins, remaining inventory, and appropriate planning based on arrivals/departures.
• Actively participate with monitoring financials, revenue reporting, operations of assigned department(s) and marketing strategies to produce both short-term and long-term profitability.
• Create a work environment which promotes teamwork, performance feedback, recognition, mutual respect and employee 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.
• Collaborate effectively with all departments in the hotel including Sales, Group Reservations, Banquets & Catering, Facilities, Food & Beverage, and Culinary to provide an exemplary guest experience; be comfortable in discussing ideas before implementing a decision that will impact operations, as we do not work in silos
• Inform senior hotel management of situations which require attention.
• Complete all payroll related functions within Oracle and recruiting systems, checking employee swipes, and issuing payment for upsell commissions.
• Perform all other job related duties as requested.

Qualifications:

Required: 

• Bachelor degree in Hotel Management, Business Administration, or related field or equivalent education and experience.
• At least 5 years of experience within upscale, lifestyle, or luxury property.
• At least 2 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.
• High school diploma or equivalent.
• Able to effectively communicate in English, in both written and oral forms.
   
  Preferred:
• Previous experience working with property management systems such as Opera, Infor, and/or LMS.
• Proven track record of effectively communicating and presenting information to corporate and property leadership. 

Critical Competencies:
 

• 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 second hand smoke.
• Must be able to lift and carry 10 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:

• VIP Front Desk Agent Lead(s)
• Hotel Front Desk Agents
• Bellman/Valet/Doorman/Baggage Handlers