Salary Range $78-90K DOE

SUMMARY:

• The Senior Hotel Manager will provide direction and leadership for two hotels, and oversee the Operations Managers at each property, and to include Front Desk, Group Sales and Reservations, Housekeeping, Lobby teams, Contact Centers, in achieving their operational and financial goals.

Company Benefits

• $0.75/gal Discount at our Gas Station!!!
• Deeply discounted bus tickets from Colorado Springs, Woodland Park and Pueblo
• Health
• Dental
• Vison
• Long Term Disability
• Short Term Disability
• Supplemental Insurance
• Company Paid Life Insurance
• Monthly attendance bonus
• Referral program earn up to $500 for each referral
• Employee rewards program
• Membership to Cripple Creek Parks and Recreation Gym
• Financial Education and Wellness Program
• Employee Assistance Program

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Oversee daily occupancy levels to ensure the highest yield from rooms available
• Maintain productivity with effective scheduling and staffing levels
• Review and monitor operating expenses and revenue
• To oversee progressive training and discipline of all employees
• Communicate with other department managers to provide excellent working relations between departments.
• Assist in public areas ( and standards are being maintained in public areas)
• Implement ongoing maintenance projects for guest rooms and suites to be maintained with high level of service standards
• Implement and monitor guest service standards. Ensure standards are consistent
• Responsible for enhancing the product and serve that is presented to the guest. Recommend changes to the product and services to enhance quality and guest satisfaction
• Operate the departments within Golden Nugget polices as the relate to ethical codes, standard of good business practice and laws and regulations.
• Provide direction and leadership for the Operations Managers, Front Desk, Group Reservations, Housekeeping, Lobby teams, Contact Centers, and Group Sales in achieving their operational and financial goals.
• Provide managers with guideline in handling customer complaints and issues with tact, fairness and sound business judgement. Allow the managers to have authority to act on their decisions.
• Assist in ownership of the front desk contact center, and housekeeping functions for the property including short- and long-term planning, as well as day-to-day operations.
• Ensure the departmental rules and manuals are maintained and used in conjunction with continuous training for all employees.
• Conduct staff meetings to exchange ideas, communicate and discuss problems and possible solutions.
• Manage, train, coach, recognize, and mentor teams to meet and exceed all department key performance indicators (KPI’s), including but not limited to call quality scores, productivity, guest experience, attendance, attrition rate and upsell revenue.
• Review and ensure monitoring/leading the Operations Managers, Front Desk and Housekeeping staffs consistently, able to make quick decisions to offset demand on skill sets, reduce abandonment rates and meet service levels.
• Approve the employment and termination of employees within hotel operations and assist as needed for the coordination of on-the-job training programs.
• Oversee Human Resources responsibilities for assigned areas including creating and maintaining a work environment that promotes client service, teamwork, performance feedback, individual recognition, mutual respect, and employee satisfaction.
• Ensure quality hiring, training, and succession planning processes that encompass the company’s diversity commitment.
• Monitor, document, and notify the appropriate management of any problems that may impact or jeopardize the achievement of current future departmental objectives.
• Knowledgeable about and welcomes technology to enhance the guest experience by organically integrating the guests’ use of technology into their journey and maintain a positive demeanor through the guest technology experience.
• Oversee guest resolutions to ensure all matters are completed in a timely manner by coordinating with outside departments.
• Support hotel rate integrity and availability.
• Maintain and execute staff engagement programs by monitoring team performance and contribution to overall department goal.
• Develop and provide staff advancement for promotional opportunities.
• Review guest satisfaction surveys on a regular basis, assists in action planning to drive department forward and increase overall satisfaction.
• Possess the appropriate knowledge and skill level to act as a Shift Manager, Guest Services Ambassador, Banquet Coordinator, or other such supervisory functions within the operations of the hotel as needed.
• Maintain cleanliness and tidiness of the applicable area and entire property.
• Maintain standards and integrity as defined by the Colorado Gaming Commission
• Perform proper job functions by consistently following company rules and regulations as well as department policies and procedures.
• Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
• Other duties as assigned.

QUALIFICATION REQUIREMENTS:

• Ability to manage employees, training and coaching skills with evidence of developing exceptionally motivated teams.
• Excellent analytical, problem solving, administrative, multi-tasking, organization and prioritization skills.
• Excellent interpersonal and communication skills (verbal and written), fluent English and articulate
• Ability to work efficiently, independently and cohesively, consistently producing quality results
• Solid decision-making, organization, and interpersonal skills.
• Ability to establish and maintain positive and professional working relationships with all individuals.
• Ability to work occasional overtime and irregular hours.
• To perform this job successfully, an individual must be able to perform each essential duty cheerfully, satisfactorily and in a timely manner.
• The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• At least 21 years of age.

EDUCATION and/or EXPERIENCE:

• Bachelors or related degree preferred
• At least six years’ experience within Hotel Operations.
• At least four years previous leadership/management experience in a similar or related field.
• Working knowledge of Microsoft Office applications, Point of Sale systems, Property Management systems.
• Able to utilize guest service satisfaction performance metrics from Guest Satisfaction Surveys, TripAdvisor, Yelp, etc. to generate action plans to address service opportunities.
• Previous experience working in a gaming resort setting. preferred

LANGUAGE SKILLS:

• Able to read, comprehend, and interpret simple instructions, correspondence, memos, and documents such as safety rules, operating manuals and procedures and maintenance instructions.
• Must be able to communicate effectively with guests, employees, and members of management in English, specific to position duties and responsibilities
• Able to effectively present information in one-on-one and small group situations to guests and Employees.
• Must be able to complete standard forms and reports

MATHEMATICAL SKILLS:

• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals, and work with mathematical concepts such as probability and statistical inference.

REASONING ABILITY:

• Able to apply common sense, patience and understanding while carrying out detailed written and/or oral instructions.
• Able to deal with and present problem-solving ideas that involves concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

• Must be able to obtain a Colorado Gaming Key License within one year of employment. Colorado Gaming Support License required upon onboarding.

OTHER SKILLS and ABILITIES:

• Strong guest service skills and the ability to ask questions and apply deductive reasoning and listening skills are essential.

PHYSICAL DEMANDS:

• The physical demands described herein are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the Employee is regularly required to stand; climb stairs; use hands to finger, handle, or feel objects, tools, or controls; talk or hear; and taste or smell.
• The Employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl.
• Lengthy periods of standing may be necessary.
• The Employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Using and viewing a computer screen on a daily basis is mandatory.

WORK ENVIRONMENT.

The work environment s characteristics described here are representative of those an employee encounter wile performing the duties and responsibilities of this position

• The noise level in the work environment is usually moderate
• Inside, changing temperature depending on season
• Working with others and sometimes alone

DISCLAIMER:

This is not an exhaustive list of responsibilities, requirements and skills. Leadership reserves the right to revise the job or to require that different tasks be performed as necessary.

SIGNATORY ABILITIES:

• This position is on the key logs as having no authority for signing out restricted keys.

ACCESS TO RESTRICTED AREAS:

• No Access areas