Assistant Manager Hotel Operations (Flamingo LV)

Caesars Entertainment

At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.

Our Mission : "Create the Extraordinary"

Our Vision : "We create spectacular worlds that immerse, inspire and connect you. We don't perform magic; we create it with excellence."

Our Values : "Blaze the Trail, Together We Win, All-In on Service"

Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

Job Summary

Oversee the operation of the Hotel Front Office to ensure that each guest receives superior customer service and a World Class hospitality experience. Ensures implementation and adherence to audit standards, legal requirements, and Brand Standards and initiatives. Maintains Caesars Entertainment's reputation for outstanding service by providing hospitable, courteous service and exhibiting a positive attitude.

It is the mission and intent of this position that the incumbent will take full responsibility for all aspects of the Guest experience and uphold our brand standards. Be proactive, creative and driven results. Actively interact with all operating areas and be on call to aid guest issues to all departments. Provide solutions when guests need attention to complaints, medical assistance, and emergencies. Proactively anticipate possible service failures throughout the property and assists and / or contact appropriate departments to resolve such failures. Keep accurate records and reporting of incidents.

How You Will Create The Extraordinary

• Ensures total satisfaction of the guests and clients
• Oversees Guest Service Recovery Program by listening to and offering reasonable solutions in response to hotel guests and recording appropriately
• Develop goals and incentives to increase guest service
• Completes daily property walks, including but not limited to, the casino floor, outside property, back of the house areas, rooms and suites; provide follow up on any issues noted and report appropriately.
• Ensures staffs' uniforms, personal hygiene, and grooming standards
• Ensures the comfort and satisfaction of guests in the hotel
• Greet and meet guests arriving or departing the hotel
• Conducts property tours as directed
• Monitors staff's interaction with the guests ensures that all situations are taken care of in accordance with set service standards and to step in when others need assistance providing such guest satisfaction.
• Facilitates inter-department cooperation needed to accommodate guest requests
• Ensures accuracy and timely completion of all guest recovery communication, including phone calls, letters, and emails
• Takes full responsibility for the daily Guest experience
• Reviews and establishes, together with Director, appropriate service initiatives and training relating to the increase in guest satisfaction.
• Assists in the welcome of guests upon arrival and departure
• Accurate tracking and documentation of guest service failures
• Analyze and communicate trends regarding guest preferences, service failures, and overall guest experience
• Highlight any discrepancies and / or issues to the Management as and when required
• Check on Associates' grooming standards to ensure grooming is up to Hotel's standard
• Perform duties as assigned by the overseeing Director and Vice President.
• Fully enforce our Total Service Standards by setting the proper example
• To instill professional guest services
• Conduct impromptu "shops?" of associate and management interactions to ensure proper behaviors are elicited
• Responsible for creating continued education training and retraining programs to enhance and enforce all aspects of our guest experience
• Assist staff with their job functions to ensure optimum service to the guest
• Work closely with other key departments to ensure guest satisfaction such as Hotel Operations, Casino, and Food and Beverage
• Works closely as a team with security managers and supervisors during guest emergencies and property emergencies
• Maintain GS Manager SOP's and updates
• Fully versed on Total Service program, Brand standard, and secret shopper and incorporate into all training standards
• Fully versed on all department's emergency SOP, public protocols associated with emergencies with guests, and hotel emergencies
• Open communication of all guest incidents, property walks to the Hotel Manager team, Directors, and Executive
• Immediate escalation to executives on service issues that could elevate to a legal, gaming control, or safety violation
• Open communication to all divisions due to business demand spikes that were not anticipated to be resolved immediately
• Maintain accurate guest correspondence logs
• Answer all guest calls as priority while on duty, follow up paperwork later
• All follow up calls returned within 24 hours when not on duty, all guests written correspondence answered in writing within 5 working days of post mark.
• Plan training schedules to assist Director of T / GS and operators
• Ensure support and guidance given to other divisions to maintain brand and service standards
• Strategically thinking ahead and implementing procedures to enhance and improve the guest experience.

What You Will Need

Additional Requirements

Together We Win

We believe in delivering family-style servicean approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.

Disclaimer

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs, or technical developments).

Equal Employment Opportunity

Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person's race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.