As a family owned and operated business, 12 Oaks Parking has been proudly providing valet and hotel services for more than 15 years. We are a fun and flexible company to work with and look forward to potentially having you on the team! 12 Oaks is seeking an experienced Operations Manager to lead and develop the 24/7 valet and parking services team at the Cherokee Hotel at Harrah's.

As the Operations Manager you will lead the supervisory team and a staff of valets, bell persons, key clerks and shuttle drivers to provide first-class hospitality and service while assisting our guests. You will directly oversee and be responsible for account performance to achieve financial, guest satisfaction, and client satisfaction objectives. This position requires a strong understanding of high-volume event parking, and ability to adapt to changing demand of conferences, conventions, and other special events while maintaining service standards of the Hotel. Previous valet management experience is required.

Duties and Responsibilities

Financial and Business Systems Management

Comprehend business metrics and ensure high performance and efficiency.
Demonstrate high level knowledge of budgets and P&L performance
Display the ability to improve the overall performance and profitability of the account
Understand contractual agreements and ensure both 12 Oaks & clients are treated fairly
Manage scheduling, overtime, tip reporting and timekeeping for associates
Ensure that payroll and accounting reports are on time and accurate
Effectively utilize standardized business systems as developed by 12 Oaks and ensure compliance with policies and procedures

Human Resources

Hiring, onboarding and credentialing new associates to meet gaming and client guidelines
Recognize great performance and promote an environment that retains talented associates & develops future leaders
Respond proactively to associate feedback and suggestions
Ensure that new associates receive proper orientation and training
Identify where the team and individual performers need to improve and properly train and coach
Lead effective associate meetings and ensure that shift huddles happen on every shift
Coach in the moment and provide consistent and timely performance documentation

Service Management

Guarantee consistency in service experience on all shifts
Coordinate and lead a team of salaried managers to assist with carrying out directives
Strategically schedule based off needs of the property and ensure quality service delivery
Comprehend and train team on client service standards and integrate 12 Oaks standards to complement them
Achieve success and consistency with mystery shop reviews quarterly
Understanding of business black-out dates for holidays and events

Client Relations Management

Develop working relationships with the clients' staff members & follow through on commitments
Uphold consistent meeting rhythms and communication with the client
Maintain weekly reporting to the client as well as the Tribal Gaming Commission
Know when to be present at the site and maintains a high level of visibility
Seek out and identify what goals are important to the client and develop a team focused exceeding those expectations
Focus on building client loyalty to promote future growth.

Systems and Standards

Become an expert on systems provided by 12 Oaks to maximize self-sufficiency
Train all associates on equipment and SOP's to ensure financial compliance and consistency
Maintain a clean and neat work environment
Accomplish all tasks in a timely manner
Treat clients and associates with courtesy, respect and dignity

Safety and Risk Management

Know and follow safety and security techniques
Identify and assess high risk areas or safety concerns
Ensure all associates have been trained in safety and loss prevention SOP's
Ensure that all claims and incidents are reported and documented in a timely manner
Consistently document associates for at-fault claims and safety standard violations
Adhere to 12 Oaks employment and payroll policies and procedures to mitigate

12 Oaks is an equal opportunity employer. 12 Oaks does not discriminate based on race, religion, color, sex, national origin, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

All applicants must submit to and pass pre-employment testing to include background check and MVR (motor vehicle record) review.

Learn more about this Employer on their Career Site

Operations Manager at the Cherokee Hotel at Harrah's - Cherokee, NC