S3000 HOUSEKEEPING OFFICE MANAGER

About the Role

The Office Manager coordinates and oversees administrative duties in an office, ensuring efficient and smooth operations. This role involves communicating with department heads, relaying policy changes from upper management, and implementing productive purchase plans for supplies. The Office Manager will have access to confidential information, shared only with department leadership.

Responsibilities

• Explain and demonstrate hospitality behaviors, performance standards, and technical skills required for tasks.
• Take ownership of problems and seek solutions, requesting help when needed.
• Provide guests with directions and venue information; address comments or complaints promptly and professionally.
• Meet performance standards outlined in operational SOPs and task lists; respond to obstacles creatively.
• Act proactively in the absence of guidance to address guest or internal customer needs.
• Support the "Do it right the first time" quality goal and maintain property cleanliness and repair.
• Suggest improvements to performance and uphold IMGR&C’s mission, values, and hospitality behaviors.
• Approach all situations with enthusiasm and positivity; respect individuality and foster teamwork.
• Speak positively about guests, team members, and the business in all situations.
• Serve guests and identify their needs, taking quick action to meet or exceed expectations.
• Provide service beyond job responsibilities to support resort success and take ownership of guest problems until resolved.
• Maintain professional appearance and support IMGR&C’s reputation on and off property.
• Adhere to attendance policies and communicate absences in advance.
• Share timely information with others, including shift transitions, and listen actively to feedback.
• Report guest complaints, compliments, and non-compliant resort conditions to supervisors.
• Prioritize team success over personal success and assist team members without being asked.
• Resolve conflicts, support other departments, and contribute ideas to improve team success and guest satisfaction.
• Assist in day-to-day operations of Housekeeping and Environmental departments, including administrative support for Laundry and Uniforms.
• Maintain detailed records for attendance, supplies, par levels, schedules, special projects, equipment maintenance, and company assets.
• Research, analyze, and determine new equipment and amenities within budget, safety, and service objectives.
• Assist with interviewing and hiring processes for Housekeeping and Environmental departments.
• Coordinate daily department functions, including task assignments and supply ordering.
• Create staff schedules with support from Department Managers.
• Implement new policies and procedures.
• Answer phone calls, emails, and radio communications; dispatch calls to department staff.
• Assist guests with issues beyond supervisors' control, ensuring satisfaction within established guidelines.
• Resolve customer challenges beyond staff authority while adhering to policies and procedures.
• Comply with all regulatory, resort, departmental, and casino policies, including the Internal Control Structure.

Requirements

• Associate’s Degree in Business or a related field; seven years of managerial experience may substitute for education.
• History of good attendance and reliability in meeting deadlines.
• Excellent oral and written communication skills, with the ability to communicate professionally via phone, email, and radio.
• Advanced computer skills, including experience with Microsoft Outlook, Excel, and Word.
• Experience with Kronos and/or Visual One PMS is strongly preferred.

Physical Demands

• Frequently required to stand, walk, use hands, reach, stoop, kneel, crouch, or crawl.
• Must be able to use handheld communication devices.
• Occasionally lift and/or move up to 50 pounds.

Work Environment

• Loud noise levels and exposure to second-hand smoke.
• Potential exposure to biohazardous fluids (e.g., blood and other body fluids).
• May encounter hostile environments with guests or high-stress situations.