Hotel Operations Supervisor (Horseshoe Bossier)

Hotel Operations Supervisor provides supervision in the daily tasks of the Front Desk and Valet/Bell person teams. Ensures “A” level customer service is provided at each Moment of Truth. Resolves guest complaints and follows up to ensure satisfaction. Creates a fun and exciting work environment for our Team Members as well as our guests. Seeks Team's input on new ideas to improve service standards. Promotes a positive work environment creating opportunities to increase customer satisfaction scores. Responsible to train, develop, and motivate Team Members to increase Team Member retention. 

• Greets and welcomes customers with a smile, and takes pride in being a Caesars Team Member 
• Serves as a Hotel Management representative, and customer service role model for Team Members
• Directs the day-to-day operation of the shift to ensure each guest experiences a level of service and comfort meeting Caesars standard
• Prepares reports on a daily basis to detail Hotel activities and the Hotel’s financial results
• Schedules staff in accordance to business demands 
• Reviews daily staffing requirements and makes adjustments
• Recommends changes for assigned personnel, including hiring, promotion, demotion, and release of personnel 
• Approves wage and salary adjustments for personnel within established limits 
• Approves regular vacation and recommends leaves of absence
• Provides coaching and written documentation of positive and corrective work related activities 
• Prepares and coordinates performance reviews of assigned personnel, including four week, eight week, ten week, 90 day, six month, and annual reviews 
• Establishes and administers policies and procedures pertaining to the Hotel Department and assures adherence to them 
• Properly informs all employees of changes in programs and events by means of daily BUZZ sessions, memos, and or e-mail 
• Handles guests’ complaints, taking corrective action as necessary including incident reports 
• Handles all guest inquiries with promptness: billing inquires, travel agents, and research of disputed bills utilizing Family-Style Service model, and Service Recovery tools 
• Provides direction and training to all Team Members to maintain a positive and fun working environment 
• Understands, values, and supports the Caesars mission statement
• Builds relationships with guests during their visit
• Must have knowledge of all services available on property to accurately and clearly communicate information to guests and Team Members
• Maintains knowledge of emergency procedures including employee and guest related responsibilities and evacuation procedures
• Performs other managerial duties as deemed appropriate
• Meets the attendance guidelines of the job and complies with all state, federal, and regulatory policies and procedures
• Spends the majority of time interviewing, training, and selecting Team Members
• Conducts Performance Reviews
• Makes or recommends wage increases
• Makes or recommends promotions
• Provides for safety and security
• Handles Team Member complaints or grievances
• Recommends disciplinary action or disciplines Team Members 
• Plans, supervises, and monitors work
• Monitors legal compliance with federal, state, and gaming laws