Resorts Casino Hotel

CASINO HOTEL SERVICES MANAGER

ID
2022-3598
Job Locations
USA-NJ-Atlantic City
Category
Hotel
Position Type
Full Time

Responsibilities

  • Oversees the Casino Hotel Services, PBX and Customer Service Departments and has the ability to perform all the duties of the Representative and Supervisor levels.
  • Works in conjunction with Management and Player/Customer Development to make recommendations for establishing criteria and guidelines for in-house and out-of-house services to include but not limited to, criteria and monitoring of butler services, events, rooms, restaurants and other applicable services.
  • Oversees the handling of the administrative function of the casino hotel services and PBX center.
  • Authorized to issue comps based on detailed review and information.
  • Responsible for the financial/budgeting accountability of the departments.
  • Makes recommendations and assists in implementation of new amenities programs for guests, as appropriate.
  • Exhibits strong leadership and decision-making skills.
  • Ability to make decisions regarding established criteria and updated statuses to ensure profitability for the company.
  • Ensures a positive and professional work environment for the staff and monitors staff for exemplary service standards.
  • Promotes positive and professional public relations within the office and in interactions with other departments, management and customers.
  • Determines proper staffing levels to ensure acceptable levels of service and minimization of abandonment rate while keeping the Company’s financial interest in mind.
  • Keeps abreast of new technology and makes recommendations for system enhancements, upgrades and state of the art technology, in order to run an efficient call center and improve customer service as well as employee productivity.
  • Ability to recommend and implement ideas that will streamline tasks for the Department and The Company, while using in-house resources.
  • Through networking and competitive benchmarking, keeps abreast of trends in the industry and makes recommendations based on this information.
  • Implements creative service strategies to enhance the VIP arrival.
  • Responsible to be the gatekeeper of expenses and complimentaries to ensure the profitability and issuance accuracy is upheld.
  • Approval and denial of player development requests for rooms, events, shows and butler status to ensure complimentaries are based on player activity.
  • Coordination with front desk during walk situations to minimize the inconvenience to the guest and the front desk personnel.
  • Coordination with the front desk to manipulate room rates for current and future dates to properly yield the hotel and maximize occupancy.
  • Coordination with direct mail and database marketing to execute mail drops for proper influx of calls to the call center.
  • Promotes positive public relations.
  • Performs other duties as assigned.

Qualifications

  • College degree (may substitute additional experience for degree).
  • Minimum seven (7) years of Casino Marketing experience.
  • Five (5) years of high volume Call Center experience.
  • Thorough knowledge of Casino Marketing and strong managerial and leadership skills.
  • Proven ability to manage and lead through change.
  • Strong supervisor and leadership skills.
  • Strong decision making, planning and ability reprioritize with a sense of urgency.
  • Strong administrative and communication skills.
  • Dependable and flexible to work various shifts and hours.
  • Strong coaching and counseling skills.

Essential Functions

** All applicants must be able to perform the essential functions of this position, with or without reasonable accommodations.

 

 

ESSENTIAL PHYSICAL FUNCTIONS

 

(O) Standing

(O) Walking

(C) Sitting

(N) Kneeling

(N) Running

(N) Lifting                                                                                  Max Weight: n/a    

(N) Pushing                                                                               Max Weight: n/a    

(N) Pulling                                                                                 Max Weight: n/a    

(N) Carrying                                                                              Max Weight: n/a      

(N) Bending

(N) Stooping

(O) Climbing Stairs

(N) Climbing Ladders                                                               Max Height: n/a

(N) Working at a Height Level Above The Floor                       Max Height: n/a

(C) Finger Dexterity

(C) Full Use of Both Hands

(N) Crawling

(N) Balancing

(N) Throwing

(N) Twisting

(N) Reaching                                                                           Max Height: n/a

(N) Driving

(N) Working On or With Moving Machinery

(C) Working at Rapid Work Speed

(O) Working in Isolation

(C) Working Around People

(C) Hearing Conversation

(C) Hearing High Acuity

(C) Speaking Clearly

(C) Seeing Near

(C) Seeing Far

(O) Seeing – Depth Perception

(0) Seeing - Color Vision

 

 

ESSENTIAL MENTAL FUNCTIONS

(C) Writing English

(C) Reading English

(C) Speaking English

(C) Working under Pressure/Stress

(C) Speaking With Guests/Customers

(C) Speaking With Employees

(C) Working with Basic Math Skills

(C) Making Decisions Based On Facts

(C) Making Decisions Based On Data

(C) Making Decisions Based On Personal Judgment

(C) Making Accurate Measurements According To Set Standards

(C) Planning and/or Supervising the Activities Others

 

ESSENTIAL INTERACTIVE FUNCTIONS

(O) Working under Close Supervision

(O) Working under Minimal Supervision

(C) Working and Interacting With Management in a Professional and Courteous Manner

(C) Working and Interacting With Co-Workers in a Professional and Courteous Manner

(C) Working and Interacting With Guests in a Professional and Courteous Manner

 

ESSENTIAL ENVIRONMENT FUNCTIONS

(C) Working Inside

(N) Working Outside

(C) Working in a Fast Paced Environment

(N) Exposed To Chemicals Describe:

(N) Exposed To Dust, Fumes, Gases, Describe:

(O) Exposed To Smoke

(O) Exposed To Excessive Noise

(N) Working in Dimly Lit Areas

(N) Working in Sudden Marked Changes of Temperature and Humidity

 

 

Key

Not Applicable          (N)

Occasional                (O) Under 2 hours

Frequent                    (F) 2 hours to 5 hours

Constant                    (C) more than 5 hours

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