Manager, Hotel

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status.   To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description:

The Hotel Manager is responsible for overseeing the day-to-day operations of the front office, bell services, retail store, and bowling operation. This unique role combines customer service, operational management, and staff supervision across multiple departments, ensuring seamless service delivery and maximizing guest satisfaction across all areas. The ideal candidate will have experience in hospitality, retail, and entertainment, with a strong focus on multi-departmental leadership and customer engagement.

Front Office Management:

Leadership & Supervision: Directly oversee the front office team, including front desk agents and bell services. Lead by example in delivering exceptional customer service and maintaining a professional atmosphere.

- Check-in/Check-out Process: Ensure the smooth operation of the reservation system and the efficiency of the check-in and check-out processes. Coordinate closely with housekeeping and maintenance to ensure room availability aligns with guest expectations.
- Implement special procedures for high-value or VIP casino guests, ensuring personalized service, expedited check-in/check-out, and customized amenities.
- Guest Problem Resolution: Serve as the escalation point for guest complaints and issues, responding swiftly and effectively to ensure guest satisfaction and retention. Track and analyze recurring guest concerns to proactively adjust service strategies.
- Revenue & Occupancy Optimization: Work closely with the revenue management team to implement dynamic pricing strategies, optimizing occupancy levels and maximizing room revenue. Ensure up-selling of rooms and services by the front office staff to boost overall property revenue.

Retail Management:

- Retail Store Operations: Oversee the daily retail operations, including product merchandising, display strategies, inventory control, and store presentation. Ensure the store offers a seamless shopping experience for guests, aligned with the brand image.
- Sales Strategy & Revenue Growth: Develop and implement retail sales strategies to drive revenue growth. This includes setting sales targets, tracking performance, and identifying high-margin products to feature prominently in the store.
- Vendor Management: Negotiate contracts and pricing with suppliers, ensuring quality merchandise at favorable terms. Regularly review vendor performance and adjust partnerships as needed to meet guest demands and optimize profitability.
- Inventory & Loss Prevention: Manage inventory levels to avoid overstock or stockouts, ensuring popular items are always available while maintaining tight control of inventory costs. Implement loss prevention measures to minimize shrinkage and theft.
- Customer Experience: Train retail staff to provide personalized customer service, including product knowledge and assistance with gift purchases, fitting, and special orders. Implement customer feedback loops to continuously improve the in-store experience.

Bowling Management:

- Facility Maintenance & Equipment Oversight: Ensure that bowling lanes and equipment, such as bowling balls and shoes, are properly maintained and serviced regularly. Work with the maintenance team to quickly address any technical issues with lanes, scoring systems, or equipment to prevent disruptions to the guest experience.
- Event Coordination: If applicable, develop and manage bowling events, including leagues, tournaments, and themed nights, to attract a wide variety of guests, from local community members to hotel visitors. Coordinate with marketing and food & beverage teams to promote these events and ensure they are well-attended.
- Guest Experience: Ensure that guests at the bowling center receive high-quality service, from lane reservations to shoe rentals and lane-side food and beverage service (if applicable). Address guest issues promptly, offering creative solutions to enhance the guest experience.
- Team Management & Training: Supervise bowling staff, ensuring they are knowledgeable about safety protocols, customer service, and equipment handling. Develop training programs to keep the team up to date on best practices for delivering a seamless bowling experience.
- Revenue & Cost Control: Implement strategies to increase bowling center revenue through lane rentals, event bookings, food and beverage sales, and merchandise sales. Monitor costs, such as labor and maintenance, to ensure the bowling center operates profitably.

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Team Leadership & Development

- Recruitment & Training: Hire, train, and develop staff for all departments, ensuring high standards of service across the front office, retail, and bowling operations.
- Performance Management: Conduct regular evaluations and provide feedback, fostering a positive and productive work environment.
- Collaboration: Promote teamwork between departments to ensure seamless guest experiences and operational efficiency.

·         Qualifications:

·         - A Bachelor’s Degree in a related field is preferred, with a minimum of five (5) years of relevant experience and at least one (1) year of supervisory experience.

·         - Must possess basic mathematical skills, including the ability to add, subtract, multiply, and divide, as required by the position’s responsibilities.

·         - Strong interpersonal and leadership skills are essential, with well-developed speaking and listening abilities. Bilingual proficiency in Spanish is preferred but not required.

·         - Must demonstrate the ability to take initiative, make improvements, build cohesive teams, and make sound decisions.

·         - A commitment to consistently exceed expectations in fulfilling job responsibilities and contributing to the overall success of the organization.

·         - Must project enthusiasm, excitement, and an outgoing personality while maintaining a professional appearance.

·         Work Environment:

·         - Duties are typically performed in a professional office setting; however, occasional work on the casino floor may be required. On the casino floor, you may be exposed to factors such as second-hand smoke and excessive noise.

·         - This role frequently requires standing, walking, and using hands for various tasks, as well as reaching with arms, speaking, hearing, and occasionally tasting or smelling.

·         - The employee must be able to lift and move up to 50 pounds. Specific vision requirements include close, distance, color, and peripheral vision, as well as depth perception and the ability to adjust focus.

·         Employment Process:

·         The employment process with Seminole Gaming requires candidates to obtain a gaming license by successfully completing a background check through Seminole Gaming Compliance and Regulations before starting employment. Background checks may include, but are not limited to:

·         -Credit Check

·         -Criminal Background Check

·         -Drug Screening

·         Disclaimer:

·         This job description is intended to reflect the current role and responsibilities accurately. However, management reserves the right to modify the job or assign other tasks as needed due to changing circumstances, such as emergencies, personnel changes, workload shifts, or technical developments.

The Company gives preference in all of its employment practices to Native Americans. First preference in hiring, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.