Hotel General Manager Assistant $125,000 annually - Commerce Casino

Hotel General Manager Assistant $125,000 annually

Commerce Casino is the world’s largest card casino offering more than 200 tables. Established in 1983, the casino values its staff of over 2,500 employees and is proud to be known as “Where the World Comes to Play.” Commerce Casino offers a comprehensive benefits package to include medical, dental, vision, life, flexible spending accounts, 401(k), vacation time, and much more!

Responsible for supporting all aspects of the operation including guest and employee satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment. Assists the General Manager in leading the team in the development and implementation of property-wide strategies. Ensures implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations. Builds relationships with key customers and is involved in the sales process

PRIMARY JOB FUNCTIONS

1. Ensures that all brand standards are being maintained in each area of the Hotel and property.
2. Ensures all team members meet or exceed all brand requirements.
3. Oversees the operation of all Hotel property departments.
4. Ensures a viable Hotel key control program is in place.
5. Maintains Hotel current licenses and permits as prescribed by local, state and federal agencies.
6. Provides a safe working environment in compliance with OSHA/MSDS for all Hotel departments
7. Oversees all Hotel finance and accounting functions, including, but not limited to, accounts payable, accounts receivable, petty cash, payroll and ordering procedures, end of period, banking procedures
8. Reviews Hotel financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

1. Be able to manage a Profit and Loss statement for the entire Hotel Department. Explain all variances of your monthly/quarterly/yearly budget. Be able to create action plans from the statistics you receive from your profit and loss monthly statements.

1. Complies with all Hotel and Company procedures.
2. Performs required annual Hotel Quality audit with GM and Quality Contral department.

1. Respond in a courteous manner to all guest questions, complaints, and or requests to ensure strong guest satisfaction.
2. Maintain all Commerce & Casino standards and follow-up on inspection deficiencies.
3. Coordinate compliance of all Hotel service contracts.
4. Works with all Hotel Department managers and implements and maintains Hotel’s preventative maintenance program, deep clean program, AAA rating and all other department programs related to the AFP (Annual Financial Plan) / SFP (Strategic Financial Plan).
5. Assist Hotel’s General Manager with annual and five-year Capital Plan development.
6. Actively participate in Hotel’s Safety Plan and energy improvements.
7. Communicate both verbally and in writing to provide clear directions to staff.
8. Stays readily available/approachable for all employees. Extends professionalism and courtesy to employees at all times. Leads by example demonstrating self-confidence, energy and enthusiasm. Assists/teaches team managers scheduling (using Scheduling Tool) against guest and hours/occupied room goals. Makes sure that staffing levels are appropriate to exceed guest expectations. Sets clear performance expectations with the General Manager. Assists team supervisors with constructive coaching and counseling. Solicits feedback for continuous improvement.
9. Extends professionalism and courtesy to guests at all times.  Motivates and encourages staff to solve guest and employee related concerns. Provides excellent customer service by being readily available/approachable for all guests. Takes proactive approaches when dealing with guest concerns. Assists employees in understanding guests ever-changing needs and expectations, and how to exceed them.
10. Perform any other job-related duties as assigned.
11. Comply with attendance rules and be available to work on a regular basis.

The duties listed are not set forth for the purposes of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a position title or those to be assigned and performed temporarily outside of an employee’s normal line of work.

SUMMARY OF QUALIFICATIONS

Work Experience Required: Minimum 5 years’ experience in hotel operations or other commensurate experience. 

Education: 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or 5 years’ experience in guest services, front desk, housekeeping, food and beverage or related professional area.

Other Skills and Abilities: 

• Must have the ability to communicate in English. 
• Self-starting personality with an even disposition. 
• Maintain a professional appearance and manner at all times.     
• Can communicate well with guests.  Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. 
• Knowledge of travel industry, current market trends and economic factors. 
• Ability to access, understand and accurately input information using a moderately complex computer system. 
• Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts. 
• Ability to stand and move throughout the hotel property and continuously perform essential job functions.

Performance Standards:

Customer & Employee Satisfaction:  Our customers are what we are about.  One of the keys to a positive guest experience is positive interaction with Commerce employees.  It is essential that you remain professional at all times, and that you treat all guests and employees with courtesy and respect, under all circumstances.  Every Commerce employee is a guest relations ambassador, every working minute of every day. We strive to complete our GOLDEN CIRCLE culture on every conversation we have with both our internal guests (team members) and external guests (our customers)

Work Habits:  In order to maintain a positive guest and employee experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance.  You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, can solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security:  The safety and security of our guests and employees is of utmost importance to Commerce.  Every Commerce employee should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.