Hotel Operations Supervisor (Horseshoe Bossier)

The Hotel Operations Supervisor provides supervision in the daily tasks of the Front Desk & Valet/Bell teams. Ensures “A” level customer service is provided at all times. Resolves guest complaints and follows up to ensure satisfaction. Creates a fun and exciting work environment for our employees as well as our guests. Seeks Team Member 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 employees to increase 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 employees. 
• 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 FOCUS Handling Problem Situations model, and Service Recovery tools. 
• Provides direction and training to all employees 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 employees. 
• 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 employees.
• Conducts Performance Reviews.
• Makes or recommends wage increases.
• Makes or recommends promotions.
• Provides for safety and security.
• Handles employees' complaints or grievances.
• Recommends disciplinary action or disciplines employees. 
• Plans, supervises, and monitors work.
• Monitors legal compliance with federal, state, and gaming laws.