Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Exact $75,000.00
Work Schedule
Flexible
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and Development
Flexible Schedule
Job Description
Scarlet Pearl Casino Resort is a premier hospitality establishment known for delivering exceptional guest experiences through its diverse offerings including a luxury hotel, casino, dining venues, and recreational facilities. The resort prides itself on its commitment to excellence and dedication to providing guests with personalized, high-quality service in a vibrant and welcoming environment. With an emphasis on creating memorable stays, Scarlet Pearl is a sought-after destination that blends comfort, entertainment, and luxury for travelers and casino guests alike. The resort's dynamic team works synergistically to uphold these standards, ensuring every aspect of the guest's journey is handled with expertise and... Show More
Job Requirements
- Must be at least 21 years of age
- College degree or equivalent combination of education and experience required with a minimum of five years of leadership experience in hotel or hospitality industry
- Minimum of five years progressive leadership and management experience in staff selection, establishing goals and objectives, and managing resources
- Demonstrated experience in maintaining consistent high quality guest service levels
- Comprehensive knowledge of business planning and operational and capital budgeting functions
- Strong leadership skills and customer service orientation
- Strong computer skills including Microsoft Office products
- Knowledge of hospitality information management support systems preferred
- Must have extensive LMS experience
- Ability to deliver high level of service to ensure customer satisfaction and prioritize customer needs
- Must be able to obtain and maintain necessary certifications and licenses
Job Qualifications
- College degree in hospitality management or equivalent combination of education and experience
- Minimum of four years of progressive leadership and management experience in hotel or hospitality industry
- Demonstrated experience in maintaining high quality guest service levels
- Comprehensive knowledge of business planning, operational and capital budgeting
- Strong leadership skills and customer service orientation
- Proficiency with Microsoft Office products
- Strong communication, listening, speaking, reading, and writing skills
- Experience with LMS, Rainmaker, and TravelClick preferred
- Revenue management experience preferred
- Able to deliver high level of service and prioritize customer needs
- Able to obtain and maintain necessary certifications and licenses
- Ability to work evenings, weekends, holidays, and special events
Job Duties
- Lead, direct, and manage all department operations
- Maintain regular presence throughout all areas of oversight
- Monitor operations to ensure consistent sequence of service and adherence to Scarlet Pearl policies, procedures and standards
- Monitor guest satisfaction scores and comments and take corrective action when necessary
- Ensure guests' needs, concerns, and complaints are responded to promptly with a focus on service recovery
- Complete all required shift reports and ensure Hotel Supervisors do the same
- Navigate TravelClick ihotelier and Rainmaker systems to maximize revenue and yield management
- Analyze reporting features in Rainmaker and TravelClick and implement corrective actions
- Maximize cash paying guests and occupancy through rate control and collaboration with marketing
- Assist in budget creation, manage labor, and conduct inventory checks and audits
- Analyze financial opportunities including cost control, productivity, and revenue generation
- Ensure Rooms Controller completes daily tasks and monitors guest requests
- Monitor VIP arrivals, room statuses, and ensure rooms are ready upon guest arrival
- Coordinate with housekeeping to resolve discrepant rooms and secure rooms for arrivals
- Oversee amenities delivery and inspect VIP arrival rooms
- Collaborate with Workforce Management on scheduling and balance labor with guest and employee engagement
- Maintain guest history records to enhance personalized service
- Work closely with Player Services, Host Department, and Marketing team
- Monitor sales, revenues, expenses, and adjust strategies accordingly
- Review key operational reports such as No Show Report, Cancellation Report, VIP List, and Occupancy Forecast
- Manage out of order rooms with Facilities for rapid return to service
- Develop upsell strategies for low demand periods
- Activate the 18th floor Concierge Lounge with Housekeeping
- Maximize no-show and cancellation revenue through accurate billing
- Conduct one-on-one sessions with direct reports monthly
- Ensure proper maintenance and security of department equipment
- Maintain knowledge of property services, amenities, and operational hours
- Participate in daily and weekly meetings including Yield Meeting and Hotel Leadership Meeting
- Conduct operations and department meetings to review policies, training, and service issues
- Monitor reservation and PBX department performance through call monitoring
- Ensure flawless arrival and departure experiences
- Manage transportation requests and cabana rentals inspections
- Maintain relationships with key guests, property leadership, and ownership
- Uphold ethical standards and confidentiality
- Ensure compliance with property policies including health and safety
- Present a professional image to associates, guests, and owners
- Recruit, train, coach, and counsel staff
- Foster extraordinary guest experiences and loyalty
- Troubleshoot and train in hotel computer systems
- Evaluate staff performance and deliver recognition and rewards
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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