Hotel Assistant Shift Manager

PENN Entertainment • Detroit, MI

10d • Onsite

About The Position

Responsible for supervising staff and the overall daily management of a designated shift. Supports, administers and manages operational goals and monitors achievements of performance and profit objectives. This role involves preparing and communicating daily shift reports, assisting in creating effective schedules while maintaining labor costs and achieving guest satisfaction. The position also assists in the budget process for the department, ensuring compliance and reporting concerns to hotel leadership. A key aspect is enthusiastically supporting and promoting superior customer service, ensuring standards are met and issues are addressed. The role provides direction for Hotel supervisory staff, assists with financial transactions, and resolves guest challenges. Additionally, the Hotel Assistant Shift Manager assists the Hotel Manager in overseeing various hotel operations including Front Desk, Housekeeping, Bell Service, and Reservations, ensuring high standards of cleanliness and orderliness throughout the facility. They also play a role in maintaining occupancy and revenue, making recommendations for financial activities, ordering supplies, and developing and maintaining a safety program, including OSHA training. The position requires maintaining strict confidentiality and performing other assigned duties. Staff development, training, rewards and recognition, performance evaluation, and recommendations for staffing and scheduling are also key responsibilities.

Requirements

• Associate’s degree (A.A.) in related field preferred; one to two years related experience and/or training; or equivalent combination of education and experience.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Proficiency in Microsoft applications (Excel, PowerPoint, and Word) and in hotel software.
• Ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
• Michigan Gaming Control Board Occupational License Level 2

Responsibilities

• Supervising staff and the overall daily management of a designated shift.
• Supporting, administering and managing operational goals and monitoring achievements of performance and profit objectives.
• Preparing and communicating daily shift reports.
• Assisting in creating effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
• Assisting in the budget process for the department and providing recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to hotel leadership.
• Enthusiastically supporting, actively promoting, and demonstrating superior customer service in accordance with department and company standards and programs.
• Ensuring customer service standards are followed by all team members and addressing issues as they arise.
• Providing direction for Hotel supervisory staff on assigned shift.
• Assisting with posting charges, and settling of folios for individuals and groups, if applicable, on assigned shift.
• Addressing and managing complaints, grievances or concerns from team members on assigned shift.
• Answering inquiries pertaining to hotel policies and services, and resolving guests’ challenges while supporting all customer service programs on assigned shift.
• Assisting Hotel Manager in overseeing Hotel Operations to include though not limited to: Front Desk, Housekeeping, Bell Service, and Reservations.
• Directing Housekeeping Supervisors and team members to ensure a high standard of cleanliness in all public areas and hotel guest rooms.
• Ensuring offices, guest rooms, and other specified areas are kept in a clean and orderly condition.
• Touring facility checking hotel rooms, convention space, public areas, front and back of house to evaluating the performances of the hotel team member.
• Assisting in inspection of projects after completion for satisfactory results.
• Assisting in maintaining all master and direct bill accounts.
• Assisting with management of daily arrivals and departures in reservation system on assigned shift.
• Making recommendations pertaining to hotel policies and services, and resolving guests’ challenges while supporting all customer service programs.
• Maintaining maximized occupancy and revenue for Hotel operations.
• Making recommendations for financial activities of Hotel such as setting room rates and policies/procedures.
• Ordering supplies, ensuring all par levels are maintained for the hotel team.
• Developing and maintaining a safety program for all hotel team members.
• Training all hotel team members in OSHA standards and regulations and documentation.
• Maintaining strict confidentiality in all departmental and company matters.
• Performing all other duties as assigned.
• Responsible for staff development and training programs.
• Responsible for rewards and recognition program to maximize employee engagement.
• Evaluating team members within department and delivering constructive feedback to employees in regards to performance.
• Providing recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
• Managing work procedures and expediting workflow.
• Providing recommendation for employee performance (disciplining, coaching, and counseling).

Benefits

• Wellness programs designed to support our team members' financial, physical, and mental well-being.
• Day-one medical coverage
• 401(k) matching
• Annual performance bonus
• Paid time off is earned according to the local policy and increases with the length of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree