Hotel Operations Manager
On-siteMilwaukee, Wisconsin, United States
Job Summary
Oversee day-to-day operations of the front desk, valet, and housekeeping staff to ensure timely guest registration, accommodation, and satisfaction. Manage hiring, training, performance appraisals, and disciplinary actions while creating and evaluating operational strategies for maximum guest service. Monitor guest satisfaction metrics, online reviews, and communications to implement corrective actions and maintain high standards. Execute programs improving team efficiency and morale, while ensuring full compliance with internal controls, policies, and emergency procedures. Maintain accurate departmental records and operate within allocated budgets. Work irregular hours including late nights, early mornings, weekends, and holidays. Requires a Bachelor's degree in Hotel Management or equivalent experience and proficiency in Property Management Systems.
Required Qualifications
- A Bachelor's degree in Hotel Management, Hospitality Management or related field
- Two (2) years of progressively responsible, related experience
- Associate's degree in a related field
- Four (4) years of related experience
- Two (2) years of supervisory experience
- Knowledge of Call Center and Reservations Systems
- Knowledge of modern Property Management Systems (PMS) such as Opera, or other Central Reservation Systems (CRS)
- Knowledge of hotel operations including but not limited to front office, valet, and housekeeping
- Ability to use standard office equipment
- Intermediate knowledge of Microsoft Office
- Prior experience with a property management system and/or patron management system
- The ability to maintain discretion in handling confidential information
- Strong influencing and relationship-management skills
- The ability to interact with stakeholders of all levels and understand the interests of multiple stakeholders and how those interests relate to Potawatomi Casino Hotel (PCH) and its goals
- The ability to work irregular hours and extended shifts including late nights, early mornings, weekends, and holidays
- Close vision
- Distance vision
- Peripheral vision
- Depth perception
- The ability to adjust focus
Desired Qualifications
- Two (2) years of supervisory experience
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