Hotel Supervisor (Hilton Garden Inn, Horseshoe)

JOB SUMMARY:

• Supervises Front Desk, Transportation, Housekeeping, Laundry, and Food & Beverage services for assigned shift creating a differentiated service experience and ensuring optimum performance of all.
• Ensures that excellent service is provided to guests in a prompt, friendly and courteous manner.
• Builds guest relations through visibility to guest, solicitating/requesting feedback, resolves guest complaints relating appropriately and professionally.
• Ensures the hotel meets Hilton operation brand standards.
• Executes arrangements for Casino and VIP guests such as greeting, pre-registration, baggage handling and VIP guest service treatment.
• Achieves desired results in all areas of responsibility through staff development and training programs, established methods, procedures and guidelines to maintain desired standards, and high quality service. Then, monitors results through inspection, evaluation and analysis. Makes changes if necessary to achieve end result.
• Responsible for ensuring optimal operations and consistent high quality standards in areas of responsibility during all business hours.
• Supervisory accountability for all team members for day to day and long term operations to include hiring, training and developing employees which includes coaching, mentoring and appropriate performance management up to and including separation.
• Responsible for scheduling (planning, assigning and directing work) to meet business demands and ensure customer satisfaction.
• Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, and department goals.
• Instructs assigned employees as to the safety policies and procedures and reports all safety hazards are eliminated. Ensures all employees are trained on OSHA regulations.
• Performs all other related and compatible duties as assigned.
• Acts as a role model and always presents oneself as a credit to the Company and encourages others to do the same.

EDUCATION and/or EXPERIENCE:

• Business or Hospitality related degree is desired.
• 2 years progressively more challenging role in guest services or operations; prefer leadership role in hospitality.

QUALIFICATIONS:

• Must possess excellent communication skills, particularly those skills needed to resolve complaints from dissatisfied and upset guests and to effectively lead, motivate and develop a diverse workforce.
• Ability to respond calmly and make rational decisions in stressful situations with co-workers, guests and vendors.
• Good oral and written communication skills including tact when dealing with difficult customers, must be fluent and literate in English.
• Must be able to manage multiple objectives and tasks simultaneously, and continually assess and re-set priorities.
• Ability to prepare, comprehend, and analyze Budget and P&L Statements.
• Proven critical thinking skills required.
• Ability to think independently in making decisions to maximize customer service experience and program profitability.
• Must be a self starter and motivator and capable of working at times without constant direction.
• Excellent interpersonal skills and organizational ability.
• Must be proficient in Excel, Word, Power Point, Access and Microsoft Outlook.
• Must present a well-groomed, professional appearance.
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business

WORK ENVIRONMENT:

• Must be able to work in a fast paced environment.
• Must be able to work in areas containing dust, second hand smoke, varying noise and temperature levels, lighting, vibration, crowds and air quality.
• Must be flexible with schedule, including nights, weekends, and holidays as required.
• Must be able to listen and respond to visual and aural cues.
• Ability to stand and walk, and mobility to move easily around entire property for entire shift. Must be physically mobile with reasonable accommodations including ability to push and pull 50 pounds, and the ability to reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.
• Must have the manual dexterity to be able to type, grab, grip, pull, hold, tear, sort, reach, and file appropriate paperwork.
• Ability to stand and walk for entire shift and mobility to move easily around entire property.

About us

Harrah’s Council Bluffs, Horseshoe Council Bluffs, the Mid-America Center, and the Hilton Garden Inn, all part of Caesars Entertainment’s expansive portfolio, are looking to bring the best talent from around the area to the Empire. We know that excellent service begins with our team members, which is why we are all inspired by the company’s Mission, Vision, and Values and why we strive for greatness each and every day. From providing the best gaming experience with two casino properties to offering two hotels with varying amenities, and convention, meeting, and entertainment space perfect for events big and small, our teams and properties are here to serve the Council Bluffs-metro area no matter the need.

As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.

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