Operations Manager at the Cherokee Hotel at Harrah's - Cherokee, NC

As a family owned and operated business, 12 Oaks Parking has been proudly providing valet and parking service throughout the Southeast for more than 15 years. We are a fun and flexible company to work with and look forward to potentially having you on the team!

We are seeking an experienced, customer service focused Front services Manager at The Cherokee Hotel at Harrah's in Cherokee, NC. We provide a first-class valet parking and seek friendly, outgoing individuals with a desire to create a guest experience that exceeds the guest's expectations. Front Services Managers are the linchpin to a successful operation and must always maintain a positive and impactful presence.

FULL-TIME POSITION (OPEN AVAILABILITY REQUIRED)

HOURS AND SHIFTS MAY VARY DUE TO BUSINESS NEEDS

Front Services Manager Duties and Responsibilities

The primary focus for the Front Services Manager is to support the Operations Manager in all aspects of managing the account and associates. The Front Services Manager must have open availability as the business needs warrant and be available for unexpected call outs and issues as they arise. The Front Services Manager will report directly to the Operations Manager.

Financial and Business Systems Management

• Comprehend business metrics and ensure high performance and efficiency
• Display the ability to improve the overall performance and productivity of associates
• Manage scheduling, overtime, tip reporting and timekeeping for associates
• Ensure that payroll and accounting reports are on time and accurate
• Effectively utilize standardized business systems as developed by 12 Oaks and ensure compliance with policies and procedures

Human Resources

• Support the Operations Manager in hiring, onboarding and credentialing new associates to meet gaming and client guidelines
• Recognize great performance and promote an environment that retains talented associates & develops future leaders
• Respond proactively to associate feedback and suggestions
• Ensure that new associates receive proper orientation and training
• Identify where the team and individual performers need to improve and properly train and coach
• Lead effective associate meetings and ensure that shift huddles happen on every shift
• Coach in the moment and provide consistent and timely performance documentation

Service Management

• Guarantee consistency in service experience on all shifts
• Strategically schedule based off needs of the property and ensure quality service delivery
• Comprehend and train team on client service standards and integrate 12 Oaks standards to complement them

Systems and Standards

• Become an expert on systems provided by 12 Oaks to maximize self-sufficiency
• Train all associates on equipment and SOP's to ensure financial compliance and consistency
• Maintain a clean and neat work environment
• Accomplish all tasks in a timely manner
• Treat clients and associates with courtesy, respect and dignity

Safety and Risk Management

• Know and follow safety and security techniques
• Identify and assess high risk areas or safety concerns
• Ensure all associates have been trained in safety and loss prevention SOP's
• Ensure that all claims and incidents are reported and documented in a timely manner
• Consistently document associates for at-fault claims and safety standard violations
• Adhere to 12 Oaks employment and payroll policies and procedures to mitigate exposure to employment claims

12 Oaks is an equal opportunity employer. 12 Oaks does not discriminate based on race, religion, color, sex, national origin, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or disability status.