Hotel Lead

JOB SUMMARY

The Hotel Lead is responsible for managing, coordinating, and directing the activities of Hotel and Retail areas in the absence of the Assistant Manager of Hotel Operations in a manner which will maximize guest service and staff productivity, while minimizing costs; assists the Assistant Manager of Hotel Operations and the Manager of Hotel Operations in the administration of the department

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assists or in the absence of the Assistant Manager of Hotel Operations with training, motivating, evaluating, and managing staff and provide guidance.
• Responsible for personnel and customer issues for the Hotel & Retail areas.
• Motivates Team Members.
• Establishes and maintains effective controls to ensure adherence to department procedures; recommends changes in procedures, equipment, and physical layout to ensure maximum service, efficiency, and security of company funds.
• Works with the Assistant Manager of Hotel Operations in planning for hotel promotions and special events reservations to ensure most strategic room blocks and facilitation of room service to guests.
• Investigates and resolves customer complaints and comments; follows up with involved departments to resolve the matter to the customer's satisfaction.
• Maintains established credit policies; takes appropriate action in obtaining payments when guest ledger accounts exceed normal limits and assists in any collection problems on overdue accounts.
• Perform other related duties as may be assigned.

REQUIRED SKILLS AND ABILITIES

Demonstrated knowledge of and experience in overall hotel operations. Knowledge of hotel front desk operations. Knowledge of Micros Opera hotel computer systems, telephone systems, and effective communications techniques. Knowledge of statistics. These skills and abilities are typically acquired through a minimum of 2 years successful experience in hotel or retail operations.   A bachelor's degree in Hospitality, Business, or Institutional Management or related area is preferred.

REGULATORY AND COMPLIANCE RESPONSIBILITIES

In addition to the other duties described herein, every team member has the following responsibilities related to compliance with laws and regulations:

• Attend required training sessions offered by the Hard Rock Hotel & Casino Sioux City.
• Perform the duties described in compliance with local laws and regulations.
• Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
• Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the team member’s department.
• Have knowledge of the Property’s programs to address problem gambling.
• Consults with the appropriate individuals and maintains and effective system of written policies, procedures, and internal controls to ensure compliance with Iowa Gaming Regulations and Internal Controls.
• Takes the appropriate steps to investigate exceptions, fraud, and potential violations and report such instances to the appropriate levels of management.
• Reports any acts of wrongdoing on behalf of any staff member that they have knowledge of.

EDUCATION AND EXPERIENCE

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

Must have ability to:

• Communicate effective with customers as well as all levels of team members.
• Use 10-key, computer, basic computer programs. (Microsoft Word, Excel)
• Review reports and observe and direct activities of subordinates.
• Be subject varying levels of crowds, noise and smoke, the severity of which depends upon customer volume.
• Move effectively and efficiently around the hotel.