Hotel Services Assistant Shift Manager

PENN Entertainment•Bay St Louis, MS

11d

About The Position

Responsible for supervising staff and daily overall management on assigned shift for the Hotel to include but not limited to Front Desk, Pool, Valet, RV Park, and Hollydeck. Supports, administers, and manages operational goals and monitors achievements of performance and profit objectives. Assists in creating effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction. Responsible for performing the job duties of a Hotel Services Representative, Night Auditor, RV Park Attendant, or Resort Attendant as needed. Assists in inspection of projects after completion for satisfactory results. Assists in maintaining all master and direct bill accounts. Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. Answers inquiries pertaining to hotel policies and services and resolve occupants’ complaints while supporting all customer service programs on assigned shift. Assists with management of daily arrivals and departures in reservation system on assigned shift. Assists with providing direction for Hotel Services staff on assigned shift. Assists with posting charges, and settling of folios for individuals and groups, if applicable, on assigned shift. Addresses and manages complaints, grievances or concerns from team members on assigned shift. Makes recommendations for financial activities of Hotel such as setting room rates and policies/procedures. Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Manager. Maintains strict confidentiality in all departmental and company matters.

Requirements

Must be at least 21 years of age.
Associate degree from accredited college or university; or six months to one year of related experience and/or training; or equivalent combination of education and experience.
Ability to write reports, business correspondence, and procedure manuals.
Ability to perform Front Desk, Pool, Valet and Hollydeck job functions as needed.
Must be proficient in Microsoft applications (Excel, Word, and Outlook).
Must have knowledge of hotel systems software.
Must have excellent written and verbal communication skills.
Must be able to work high volume days, nights, holidays, and weekends, as needed.
Ability to work in a fast paced and often crowded environment.
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 percentage and to draw and interpret bar graphs.
Must be proficient in Microsoft applications (Excel, Access, and Word) and in hotel software.
Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
Must be able to obtain a Gaming Permit.
Must have a valid driver’s license and a clean driving record.
Must successfully complete ServSafe Alcohol training certification course.

Responsibilities

Supervising staff and daily overall management on assigned shift for the Hotel to include but not limited to Front Desk, Pool, Valet, RV Park, and Hollydeck.
Supports, administers, and manages operational goals and monitors achievements of performance and profit objectives.
Assists in creating effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
Responsible for performing the job duties of a Hotel Services Representative, Night Auditor, RV Park Attendant, or Resort Attendant as needed.
Assists in inspection of projects after completion for satisfactory results.
Assists in maintaining all master and direct bill accounts.
Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
Ensures customer service standards are followed by all team members and addresses issues as they arise.
Answers inquiries pertaining to hotel policies and services and resolve occupants’ complaints while supporting all customer service programs on assigned shift.
Assists with management of daily arrivals and departures in reservation system on assigned shift.
Assists with providing direction for Hotel Services staff on assigned shift.
Assists with posting charges, and settling of folios for individuals and groups, if applicable, on assigned shift.
Addresses and manages complaints, grievances or concerns from team members on assigned shift.
Makes recommendations for financial activities of Hotel such as setting room rates and policies/procedures.
Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Manager.
Maintains strict confidentiality in all departmental and company matters.
Responsible for staff development and training programs.
Responsible for rewards and recognition program to maximize employee engagement.
Evaluates team members within department and delivers constructive feedback to employees in regards to performance.
Provides recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning, and directing work) to meet business needs.
Manages work procedures and expedites workflow.
Provides recommendation for employee performance (disciplining, coaching, and counseling).