Hotel Operations Manager - Full Time (Planet Hollywood LV)
The Manager of Hotel Operations drives the planning, execution and scale of the resort's service, revenue growth and sales productivity. This experienced hotel operator and leader will combine strategic planning and analysis with operational execution by supporting a team of managers to manage inventory and pricing strategies, and implementing initiatives to make an immediate and long-term positive impact on hotel revenue and profitability. Responsibilities will range from managing a team of Hotel Operations Managers, Hotel Guest Services Managers; strategic planning by designing incentive plans aligned to the resort's upsell, dynamic pricing, revenue strategy, driving analysis to optimize our sales models, elevating our guest experience, recommending head count and operational expense investments, to optical/tactical work such as setting goals, driving plan implementation and ensuring effective reporting. The leader will have a natural bias towards action, an ownership mentality and is able to thrive in a fast-paced, multi-task environment with a constantly changing work environment. The leader will seek for ways to innovate and improve and want to share the vision and direction of the operation with peers, direct reports, and roll up their sleeves and do whatever it takes to make the sales strategy successful. Working with the hotel leadership team, this role will require the ability to influence and motivate team members at all levels across a variety of job functions, and will be required to independently translate high-level goals into actionable plans. All duties are to be performed in accordance with departmental, property, and corporate policies, practices, and procedures.
Responsibilities
- Provides on-going operations leadership and sales support to management within front office, parking, valet and bell operations on driving service, upsell and dynamic pricing revenue on a day to day basis.
- Shows relentless prioritization and data-driven decision-making to ensure the team is working towards the right goals and has the tools needed to achieve them.
- Builds models to evaluate the economics, value, and opportunity costs of strategic initiatives intended to multiply hotel operations sales productivity.
- Ensures proper setup, use and management of reporting and technology, and make timely updates to support the addition of new programs, partners, and technology to remain competitive and optimize team member productivity and performance.
- Collaborates cross-functionally with revenue, marketing, and hotel operations teams to implement best practices, programs and procedures to drive revenue, efficiency and productivity.
- Continuously researches guest, marketplace and industry trends to understand spending by different verticals, programs and campaigns, and implement initiatives to maximize revenue potential.
- Provides periodic revenue insights reports highlighting trends, on-going recommendations to determine optimal floor pricing and maximizing revenue.
- Actively participates with monitoring financials, revenue reporting, operations of assigned department(s) and marketing strategies to produce both short-term and long-term profitability.
- Creates a work environment which promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company diversity commitment; compliance with company policies, legal requirements and collective bargaining agreements.
- Develops the resort competitive advantage by attracting and acquiring talent that strengthens the resort operating performance, service culture, and team member engagement to maximize capability to drive operational excellence.
- Performs all other job related duties as requested.
Qualifications
- Bachelor degree in Hotel Management, Business Analytics/Insights, or related field or equivalent education and experience.
- At least 5 years of experience in areas such as resort operations, revenue optimization and inventory management.
- At least 3 years of direct management experience, recruiting, developing and retaining talent.
- Excellent customer service, strategic, analytical skills with strong quantitative and qualitative skills.
- Proven track record of leading initiatives, achieving goals, and succeeding in a team environment.
- Able to lead and mentor a team.
- Have interpersonal skills to partner effectively with all business contacts.
- Professional appearance and demeanor.
- Work varied shifts, including weekends and holidays.
Able to effectively communicate in English, in both written and oral forms.
Preferred
- Previous experience working with platforms such as Tableau, SQL, LMS and/or Opera.
Previous experience with project management and proven track record of effectively communicating and presenting information to corporate and property leadership.
Critical Competencies
- Highly analytical in thought and recommendations; and continually seek out the facts; can express a point of view without it be driven by an ego
- Engages others in general conversation tactics to build rapport quickly; and can lead and adapt communication and presentation tactics to engage audience; displays adaptable interpersonal skills for a wide range of audiences and stakeholders
- Approaches fact finding and discovery missions in a collaborative effort; values input and experiences of others that creates additional insight to uncover deeper issues that need to be addressed or removed as a barrier to implementation
Passionate in driving results of their effort and others; can influence others to take direction to execute on strategy through tactical methods; and is comfortable in prioritizing their work and that of others
- Values the importance of making decisions with integrity, maintaining confidentiality across internal work groups and knows how to use discretion when appropriate; understands the difference between transparency and confidentiality.
PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS
- Must be able to work flexible hours, including evenings and weekends.
- Fast paced environment, multiple tasks to be handled under time constraint.
- Must be able to handle a heavy business volume, and sensitive situations relating to team member, candidate, and guest problems, in a timely manner.
- Must be able to tolerate areas containing second hand smoke.
- Must be able to lift and carry 10 pounds.
- Must be able to bend, crouch, kneel, twist and work at a desk/counter when performing functions of the job.
- Respond to visual and aural cues.
- Must have manual dexterity to operate all office equipment.
- Must be able to recognize and respond to individuals with questions.
- Must be able to maneuver around office and property.
DIRECTLY SUPERVISES
- Hotel Guest Services Manager (5)
Disclaimer
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments). The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Caesars Entertainment reserves the right to make changes to the job description whenever necessary. As a part of Caesars Entertainment’s employment process, finalist candidates will be required to complete a drug test and background check prior to an offer being extended. Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.