Operations Manager - Guest Experience - Maryland
OverviewFunction (Scope and Main Purpose of Job)The Operations Manager oversees the day-to-day operations of the casino & hotel and all customer touch points. The manager is responsible for ensuring the highest levels of guest satisfaction to all who enter the premises. This role will encourage and support staff to deliver exemplary customer service standards and uphold standard operating procedures that ensure a warm, welcoming and safe guest experience and work environment.ResponsibilitiesCore Service StandardsCLEAN: Must make the property shine and look impeccable while maintaining a neat CLEAN and crisp personal appearance.SAFE: Must make guests feel SAFE and comfortable through creating a worry free, carefree experience.FAST: Provide FAST and efficient service with accuracy. Meet service time requirements and anticipate guest needs.FRIENDLY: Greet each guest with FRIENDLY welcomes, making eye contact and smiling. Use HEART steps to ease guest concerns. Say thank you to departing guests.FUN: Work passionately as a team to create a FUN experience both for everyone who works and plays here.Specific Responsibilities and Duties Ensure/validate service standards. Work closely with the company's functional departments to provide input and feedback to assist in ensuring product performance as well as developing innovative and creative ways to meet or exceed the requirements of our guests. Ensure Team Members are providing exceptional guest service in all areas according to our sequence of service and documenting when appropriate Review staffing levels, delegate authority and assign responsibilities via appropriate channels. Review operations activities and promotional status with General Manager and other Executives. Responsible for team member engagement and recognition. Address problems immediately as they arise when on duty, either with Team Members or guests. Handles complaints from guests maintaining satisfactory impressions. Respond to guest surveys, comment cards, web/email inquiries and any other guest feedback in a timely manner. Bring closure to outstanding issues/investigations by following up with all parties involved in the matter. Assist in directing, planning and implementing policies, objectives and activities in order to maintain a successful operation while increasing productivity. Determine area of program improvements, policy changes and make recommendations to Executive team to enhance the success of the operations. Provide management control and direction to department Managers, assists Managers or Supervisors in the absence of department Directors to assure the successful performance of the casino operations, and the property in general. In the absence of primary directors, the Operation Manager will provide supervision to property Managers and Supervisors, and will at varying times, be the senior management person at the property. Meet with top management and keeps them informed about the running of the organization, problem areas and recommendations. Attend departmental meetings when appropriate. Complete daily DSR reports for circulation to Executives. From time to time will perform Executive Level duties. Actively participates in monthly GLL meetings and volunteers for property events. Track, document and accurately communicate VLT damages/restitution payments for the propertyQualificationsJob Requirements (skills, knowledge, and abilities) Must possess excellent interpersonal, verbal, written, and multi-media communication skills, in-order to present information and data to diverse property groups. Knowledge and application of positive customer experience concepts, principles and processes; ability to conduct guest needs assessment, meet outstanding quality service standards, evaluate customer satisfaction, and deliver positive service recovery efforts. Ability to work positively within constantly changing internal and external environments. Ability to maintain strict confidentiality relative to proprietary information (ie financial data, casino policies, promotions, personnel matters and guest information) Maintaining interpersonal working relationships among all personnel. Willingness to assume overall responsibility relative to the performance of the casino & hotel operations, and overall property. Ability to analyze and interpret departmental needs and results. Ability to solve complex problems quickly and in a busy environment. Ability to prioritize and perform assigned duties under frequent time pressures to meet established deadlines in an interruptive environment while achieving high standards. Ability to initiate, follow-up on and, complete special projects as assigned. Ability to work a flexible and irregular schedule including weekends, evenings and holidays. Knowledge of gaming and alcohol beverage control regulations. Computer savviness a mustPhysical Requirements Ability to sit 20% of the time and stand 80% of the time Lifting up to 15lbs Pushing/Pull up to 50lbs Carry up to 25lbsEducational Requirements Minimum two (2) years of experience in related function. Finance experience preferred. College degree in a related field is preferred. Must be able to comply with all state gaming regulations, which may include obtaining a license.Working Conditions 24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises. You will work in an environment where smoking is allowed.Reports to the Director of Guest Experience & VP of Operations.