Job Abstract

Essential Duties and Responsibilities

The following and other duties may be assigned as necessary:

• Assist the Director of the Hotel in managing, developing, implementing, and monitoring the daily operations of the hotel.
• Lead and guides the team to create unique memories, and maintain professional relationships with guests to enhance their overall experience, while following and meeting Service Standards
• Collaborates and communicates with all department leaders and hourly team members to ensure guest experience is personalized and executed seamlessly.
• Meet with the team regularly on a one-on-one basis to help guide and mentor them towards progressive career goals.
• Address guest inquiries and concerns in a timely, friendly and efficient manner. Accommodates guest requests; and ensures follow up to confirm satisfaction.
• Manage and monitor work of all levels (Front Desk, PBX, Concierge and Bell Desk) and set clear objectives.
• Focus on team engagement to ensure the best work environment for our team who will in return provide excellent service experiences to our guests.
• Manage budgets/expenses, analyze, and interpret financial information and monitor sales and profit.

• Work closely and collaboratively with operational department management to ensure efficiency of all hotel operations.

• Support the marketing team in implementing an intuitive and efficient marketing strategy to promote the hotel’s services.

• Ensure full compliance of all Hotel Operating Controls, SOP’s, policies, service standards, regulations, and certifications.

• Communicate with guests when appropriate (welcome them to the facilities, address their complaints, find solutions to problems, offer information, etc.)
• Handle maintenance issues, shortages in staff or equipment, renovations, etc.
• Inspect facilities regularly and enforce strict compliance with health and safety standards.
• Ability to schedule, train, mentor, coach, and suspend / terminate staff as necessary.
• Participate in hotel staffing needs by collaborating with key staff on recruiting, interviewing, hiring, and attending hiring events if needed.
• Implement organizational programs and manage the operations to ensure compliance with Jamul Casino Resort policies and standard, safety regulations, and all other federal regulations.

• Must be and maintain knowledge of all Jamul Casino Resort events, products, amenities, and services.
• Must be familiar and maintain knowledge of Jamul Casino Resort’s player tiers, incentives, and rewards.
• Attend all required Jamul Casino Resort meetings on a departmental and companywide level.
• Demonstrate Jamul Casino Resort’s core values (F.I.R.S.T) on a daily basis toward both internal and external guests.
• Other tasks and responsibilities as assigned.

Requirements / Qualifications / Skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• 5+ years’ experience in Hospitality environment
• 4+ years’ experience in hotel management
• Experience in opening a new hotel preferred
• Must possess strong knowledge in hotel regulations and compliance
• Must have flexibility to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
• Experience in utilizing Hotel systems such as Infor, Infor HMS, HotSOS, Duetto, Nevotek, Agilysys, etc. preferred.
• Bachelor’s degree in Hotel Management, Business, or related field. An equivalent combination of education and experience may also be considered.
• Must have strong guest service, problem solving and communication skills.
• Experience with Forbes and AAA standards highly preferred.
• Must be reliable, pleasant, and maintain a positive attitude.
• Must be able to provide great service in sometimes difficult situations and the ability to remain calm under stressful conditions.
• CPR and/or First Aid certification preferred. (Company provided if needed)