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

Job Description

Job Description

As a family owned and operated business, 12 Oaks Parking has been proudly providing valet and hotel services 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! 12 Oaks is seeking an experienced Operations Manager to lead and develop the 24/7 valet and parking services team at the Cherokee Hotel at Harrah's. As the Operations Manager you will lead the supervisory team and a staff of valets, bell persons, key clerks and shuttle drivers to provide first-class hospitality and service while assisting our guests. You will directly oversee and be responsible for account performance to achieve financial, guest satisfaction, and client satisfaction objectives. This position requires a strong understanding of high-volume event parking, and ability to adapt to changing demand of conferences, conventions, and other special events while maintaining service standards of the Hotel. Previous valet management experience is required.Duties and ResponsibilitiesFinancial and Business Systems ManagementComprehend business metrics and ensure high performance and efficiency.Demonstrate high level knowledge of budgets and P&L performanceDisplay the ability to improve the overall performance and profitability of the accountUnderstand contractual agreements and ensure both 12 Oaks & clients are treated fairlyManage scheduling, overtime, tip reporting and timekeeping for associatesEnsure that payroll and accounting reports are on time and accurateEffectively utilize standardized business systems as developed by 12 Oaks and ensure compliance with policies and procedures Human Resources Hiring, onboarding and credentialing new associates to meet gaming and client guidelinesRecognize great performance and promote an environment that retains talented associates & develops future leaders Respond proactively to associate feedback and suggestionsEnsure 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 shiftCoach in the moment and provide consistent and timely performance documentationService Management Guarantee consistency in service experience on all shifts Coordinate and lead a team of salaried managers to assist with carrying out directivesStrategically 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 Achieve success and consistency with mystery shop reviews quarterly Understanding of business black-out dates for holidays and eventsClient Relations Management Develop working relationships with the clients' staff members & follow through on commitmentsUphold consistent meeting rhythms and communication with the client Maintain weekly reporting to the client as well as the Tribal Gaming CommissionKnow when to be present at the site and maintains a high level of visibility Seek out and identify what goals are important to the client and develop a team focused exceeding those expectations Focus on building client loyalty to promote future growth. 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'sEnsure that all claims and incidents are reported and documented in a timely mannerConsistently document associates for at-fault claims and safety standard violationsAdhere to 12 Oaks employment and payroll policies and procedures to mitigate 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.All applicants must submit to and pass pre-employment testing to include background check and MVR (motor vehicle record) review.All applicants must submit to and pass pre-employment testing to include background check and MVR (motor vehicle record) review.