Under general supervision of the Property Hotel Managers, with technical direction from the Director of Hotel Operations, provides direction and leadership in the management, control, and operations of the Hotel. Responsible for the pre-opening and management of the hotel operations, and staff to ensure efficient and profitable operation. When needed will assist all/any Osage Hotel properties as dictated by Director of Hotel Operations.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

SUPERVISION RESPONSIBILITIES:

Bell Person, Front Desk Agent, Front Desk Supervisors, Hotel Attendant, Housekeeping Supervisor, Valet, Valet Lead, Valet Supervisor, Retail Cashiers

MINIMUM QUALIFICATIONS:

• Must be 21 years of age.
• Three years hotel experience required.
• Bachelor’s Degree in Hospitality Management or related field preferred.
• New property development and experience preferred.
• Two years in a management capacity preferred.
• Gaming experience preferred.
• Required to pass a pre-employment drug screening and obtain and maintain a gaming license issued from the Osage Nation.
• Required to maintain a valid Driver’s License.
• Required to provide documents to show the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

COMMUNICATION:

• Ensures company information provided by management is effectively communicated to assigned staff and ensures staff concerns, request for information, and ideas for improvement are effectively relayed to management.
• Facilitates the flow of information throughout the area of responsibility by presiding over scheduled meetings with staff and team members as required.
• Stays informed of company information and communications by reviewing all e-mails, digital boards and SharePoint.

DEPARTMENT OPERATIONS:

• Obtains, develops and maintains necessary personnel, training, and equipment to achieve financial, operational, and guest service expectations.
• Recruiting, interviewing, hiring, training, scheduling, supervising, evaluating, coaching, and terminating employees.
• Ensures adequate staffing to meet the organizations needs and budget.
• Hosts regular staff meetings to ensure communication between personnel and business related activities.
• Develops departmental effectiveness by: identifying short-term and long-range issues and goals that must be addressed and providing information and commentary pertinent to deliberations; recommending options and courses of actions; and implementing directives.
• Provides, implements and promotes exceptional guest service standards in accordance with the established standards. Ensures that the employees provide the level of service as stipulated and will ensure that the necessary action to correct any noted deficiencies are taken in a timely manner.
• Maintains the facilities, rooms, entrances, amenities and services to a level necessary to meet and exceed the expectations of all guests.
• Drive the Hotel’s business by promoting the Hotel and Hotel facilities and services for use and repeat visits by both the gaming and non-gaming segments of the market.
• Maximizes the hotel’s profits by striving for the optimum occupancy rates and by achieving the best rate for all rooms sold on a daily basis.
• Promotes total guest satisfaction by addressing the complaints, answering inquiries, and resolving problems that guests may have encountered or brought to the hotels attention.
• Develops and maintains close coordination with all departments to insure that all invited and VIP gaming guests and special events attendees are given priority and expedient valet, hotel and bell services.
• Ensure that the physical property and equipment assigned to the Hotel are protected, maintained, and utilized efficiently and effectively to maximize the return on investment.
• Approve the daily purchase of materials and supplies and other expenses within the limits of assigned authority.
• Prepares monthly budgets, allocates funds, authorizes expenditure, and monitors budgets.
• Reviews and analyzes audit reports and daily activity reports for all aspects of the Hotel’s operation.
• Maintains professional and technical knowledge by: conducting research; attending seminars, educational workshops, classes and conferences; reviewing professional publications; establishing networks; participating in professional societies; and conferring with representatives of contracting agencies and related organizations.
• Contributes to a team effort and accomplishes related results as required.
• Performs other duties as required.

GUEST SERVICE:

• Provides excellent internal and external guest services, treating all guests with courtesy and consideration at all times.
• Cooperates and communicates with all employees, always exhibiting mutual respect and consistently projecting a positive, helpful image and attitude.
• Monitors production and service levels by interacting with guest and staff.

PHYSICAL DEMANDS:

• The employee is also regularly required to stand for extensive periods of time, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.
• Ability to sit, stoop, kneel, crawl, balance, or crouch while performing duties.
• Ability to use hands to finger, handle, or feel.
• Ability to use arms to reach and lift above shoulders.
• Must have normal auditory and good verbal communication.
• Ability to lift upwards of 25 pounds.
• Ability to drag, push, or pull up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

• Work is typically performed within a Hotel setting.
• Exposure to second-hand smoke.
• Noise level in the work environment is moderate to high.
• The employee may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult people.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of principles and practices of public relations, promotions, and marketing in a hotel environment.
• Knowledge of casino, hotel and other hospitality operations.
• Knowledge of the principles and practices of management accounting, finance, and business administration.
• Knowledge of the development, preparation, and control of budgets.
• Knowledge of managerial and statistical analysis techniques and reporting procedures.
• Knowledge of computer utilization in business operations.
• Knowledge of surrounding travel and tourism organizations.
• Knowledge of building construction.
• Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, Access, presentation software (such as PowerPoint), and PC-based computerized accounting software.
• Skill in preparing, reviewing, and analyzing operational and financial reports.
• Skill in providing leadership to, supervising, training, and evaluating assigned staff.
• Skill in analyzing problems, projecting consequences, identifying solutions, and implementing recommendations.
• Ability to write reports, business correspondence and procedure manuals.
• Ability to communicate effectively both verbally and in writing.
• Ability to conduct presentations to the staff, tribal officials and any other audiences in a professional appearance and manner.
• Ability to apply basic mathematical skills.
• Ability to solve practical problems and deal with a variety of concrete variables in situation where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written and oral form.
• Ability to travel.
• Ability to travel to and work at multiple Osage Casino Hotel Properties when needed