Hotel Shift Manager

Kickapoo Lucky Eagle Casino•Eagle Pass, TX

14h•Onsite

About The Position

This position assists the Hotel Operations Manager in directing and supervising the daily operational activities of the Hotel's Front Office Operations within the established guidelines, to meet property standards and guest service expectations. Essential Functions: Create a memorable hospitality experience for our guests; provide great value and ensure guest satisfaction by leading, supervising, directing, and developing hotel management and Team Members to ensure that Guest Service Excellence is that standard. Ensure the highest possible standards of guest services by properly listening and responding to guest and team members' concerns and questions. Ensure guest satisfaction and works to achieve financial goals. Act on all implemented revenue strategies and goals as directed by the Hotel Operations Manager Manage and motivate all front desk, reservations bell and valet personnel with the daily supervision to include staffing, training, coaching/counseling, scheduling, and visually monitoring performance. Monitor lobby traffic and make staffing adjustments as needed. Organize and conduct pre-shift and departmental meetings to disseminate pertinent daily information. Attend other hotel meetings as deemed necessary. Checks and controls room reservations, front office systems, supply inventory, scheduling. Perform room inspections as needed which require bending, stooping, reaching overhead and moving throughout guest floors. Communicate with guests and employees to provide clear direction in advising and instructing staff in details of work. Attend and conduct meetings to obtain and disseminate pertinent information. Assist and guides other front office staff (Bell, Valet Gift Shop, Reservations). Manage guest service relations, training, and guest response processes. Communicate daily with other members of leadership, department heads, and Team Members to ensure proper operating procedures comply. Must be able to work all shifts. Ensure Security for the hotel's guests, Team Members, and property assets. Remain current on business trends and local activities, including the competitive market. Assist in conducting the departmental operational audits and assists in developing corrective action plans. Support hotel's training needs and efforts. Ensure that staffing is scheduled accordingly with regard to daily arrival and departure volume. Promote, develop, and maintain effective communication, interaction, and excellent relationships with all department leaders, which includes ensuring that the needs of outside departments and department leadership are identified and met efficiently and consistently. Observe and follow all safety procedures. Demonstrate and promote KLECH core values and guest service skills. Manage and maintain security of confidential information entrusted to position. Attend and satisfactorily complete all required training as assigned. Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed. Perform all functions with the highest level of integrity. The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director. Perform other related duties as assigned.

Requirements

High school diploma or equivalent required.
Minimum of one (1) year of supervisory or lead experience in a hotel, casino, or customer service environment required.
In lieu of a supervisory experience, a minimum of two (2) years of progressive experience in front desk operations, guest services, or a related hospitality role may be considered.
Fluent in English, written and verbal.
Must be able to obtain and retain a KTTT Gaming Commission License, including successful completion of background check necessary to obtain and maintain license.
Responsible to keep all documents current and valid always.
Must be able to provide authorization to work in the United States.
Must be at least 18 years of age.
Must have access to reliable transportation to commute to and from work.
Must comply with KLECH handbook, internal policy and procedures, and gaming regulations set within KLECH.

Nice To Haves

Associate's degree or coursework in hospitality, hotel operations, or related field preferred.
Bi-lingual in English and Spanish, preferred.
Experience in a Tribal Gaming environment, preferred.
Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.

Responsibilities

Create a memorable hospitality experience for our guests
Ensure the highest possible standards of guest services
Ensure guest satisfaction and works to achieve financial goals
Act on all implemented revenue strategies and goals as directed by the Hotel Operations Manager
Manage and motivate all front desk, reservations bell and valet personnel with the daily supervision to include staffing, training, coaching/counseling, scheduling, and visually monitoring performance.
Monitor lobby traffic and make staffing adjustments as needed.
Organize and conduct pre-shift and departmental meetings to disseminate pertinent daily information.
Attend other hotel meetings as deemed necessary.
Checks and controls room reservations, front office systems, supply inventory, scheduling.
Perform room inspections as needed which require bending, stooping, reaching overhead and moving throughout guest floors.
Communicate with guests and employees to provide clear direction in advising and instructing staff in details of work.
Attend and conduct meetings to obtain and disseminate pertinent information.
Assist and guides other front office staff (Bell, Valet Gift Shop, Reservations).
Manage guest service relations, training, and guest response processes.
Communicate daily with other members of leadership, department heads, and Team Members to ensure proper operating procedures comply.
Must be able to work all shifts.
Ensure Security for the hotel's guests, Team Members, and property assets.
Remain current on business trends and local activities, including the competitive market.
Assist in conducting the departmental operational audits and assists in developing corrective action plans.
Support hotel's training needs and efforts.
Ensure that staffing is scheduled accordingly with regard to daily arrival and departure volume.
Promote, develop, and maintain effective communication, interaction, and excellent relationships with all department leaders, which includes ensuring that the needs of outside departments and department leadership are identified and met efficiently and consistently.
Observe and follow all safety procedures.
Demonstrate and promote KLECH core values and guest service skills.
Manage and maintain security of confidential information entrusted to position.
Attend and satisfactorily complete all required training as assigned.
Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies.
Maintain accurate MTL, MIL, CTR and SAR as needed.
Perform all functions with the highest level of integrity.
Perform other related duties as assigned.