Hotel Shift Manager

Starting Wage: $25.00/hr

Company Standards

To provide exceptional guest service with a positive and out-going attitude. We value all guests and team members through our guiding values; Welcoming, Engaged, Accountable, Customer Experience, and Team. We have a commitment to understand, define, and deliver what our guests want and represent our company by being professional and courteous to all.

Responsibilities

• Works side by side with the front desk agents to maintain hotel policies and ensure staff is attentive, friendly, helpful and courteous to all guests, managers and other employees.


• Schedules, train and conduct performance evaluations of the front office staff.


• Ensure that front office staff successfully handle guest needs, special requests, and complaints to ensure all guest service issues are resolved prior to guests leaving the property.


• Train front desk staff on proper revenue management procedures, including successful selling
  techniques, current specials and/or promotions, and rate structures.


• Make suggestions for improvements in overall operation with an emphasis on increasing guest satisfaction, revenues, as well as reducing costs.


• Maintains master key control.


• Verifies that accurate room status information is maintained and properly communicated.


• Works within the allocated budget for the front office.


• Receives information from the previous shift supervisor and passes on pertinent details to the oncoming supervisor.


• Works closely with Hotel Managers to ensure rates in the front office system are accurate and current.


• Enforces all cash-handling and credit policies.


• Conducts regularly scheduled meetings of front office personnel.


• Wears the proper uniform at all times. 


• Operate all aspects of Front Office computer system.


• Monitor all V.I.P special guests and requests.


• Maintain required front office supplies.


• Review daily front office work and activity reports generated by Night Audit.


• Review Front office log book on a daily basis.


• Works with Hotel and Catering Sales staff in the blocking and pricing of rooms.


• Performs Front Desk Agent duties as needed.


• Respects guest privacy and maintains confidentiality.


• Attends all mandatory department, casino and/or training meetings.


• Coordinates the training, cross-training, and retraining of all housekeeping and laundry personnel in all procedures, including SDS, OSHA, and safety policies.


• Supervises workload during shifts.


• Evaluates the job performance of each housekeeping and laundry employee.


• Responsible for adequate staffing on shift.


• Prepare and distribute room assignments and keys.


• Maintains working relationships and communicates with all departments.


• Verifies that accurate room status information is maintained and properly communicated.


• Supervises and manages all areas of FOH and BOH


• Makes decisions for guests and team members 


• Directs all activities of the housekeeping and laundry departments in furnishing daily service to guest rooms and public areas. Schedules duties such as deep cleaning, mattress rotations, etc.


• Conducts regularly scheduled meetings of housekeeping and laundry personnel.


• Upholds the hotel's commitment to hospitality and upholds hotel policies and house rules.


• Works within the allocated budget for the housekeeping and laundry departments.


• Inspects premises, guest rooms, linen rooms, laundry and public areas to ensure employees maintain property cleanliness standards.


• Ensure that housekeeping and laundry employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.


• Maintains an inventory of guest and housekeeping supplies and linen. Prepares orders and submits order to Manager in a timely fashion to ensure there will be adequate supplies always on hand.


• Creates a service environment focused on the guest, with a passion for high standards in cleanliness. Responds promptly to guest needs and ensure all employees under your supervision do as well; including but not limited to respecting guest privacy and maintains confidentiality.


• Maintains lost and found.


• Follows all department and casino policies, procedures, and regulations as required.


• Ensures compliance with Tribal, State, Federal, and NIGC regulations.


• Ensures control/protection of company assets as applicable.


• Work nights, weekends and holidays as required.


• Performs other duties as assigned.

Qualifications

• Exceptional guest service skills required to uphold hotels commitment to hospitality.


• Ability to multi-task and prioritize.


• Ability to communicate clearly and effectively with customers, co-workers, and managers.


• Ability to learn safety, emergency and accident prevention policies and procedures.


• Skilled in the use of office equipment and computers.


• Knowledge of Microsoft Office, Internet, and Property Management Systems preferred.


• Ability to work in a challenging environment dealing with sensitive issues and maintain confidentially with strong attention to detail and excellent problem solving, organizational, and time management skills.


• Ability to maintain professional, courteous, and effective working relationships with all levels of the organization and outside business contacts.

Certificates, Licenses, Regulations

• Must be able to obtain and maintain a Class A gaming license from the Stillaguamish Tribal Gaming Agency.

Physical Demands and Work Environment

Constantly requires the ability to receive detailed information through oral and written communication. The position requires exerting up to 25 pounds of force occasionally, and/or up to 15 pounds of force frequently, and/or up to 10 pounds of force often to move objects. Requires the ability to work under pressure and stand for long periods of time. There are no adverse conditions, but employee is exposed to tobacco smoke on a regular basis. The position requires the ability to walk, bend, crouch, squat and stretch to fulfill cleaning. Must be able to lift up to 30 pounds on a regular basis and have the ability to push and pull carts and equipment weighing up to 100 pounds.  Requires grasping, standing, sitting, walking, repetitive motions, bending, climbing, listening and visual acuity. This is a 24 hour, 7 days a week work operation.