HCVR Shift Manager, Sunrise Hotel

Harrah's Valley River Casino & Hotel•Murphy, NC

19d

About The Position

The Shift Manager manages the Sunrise shift’s daily Hotel Division operations to achieve guest satisfaction and quality service while ensuring compliance with policies and standard operating procedures. The role serves as Manager on Duty for the Hotel Division while on shift and assists with monitoring and controlling daily revenues and expenses. It supervises Front Desk, Valet, Housekeeping, and Front Services Team Members and coordinates hotel operations, guest service, staffing, and overnight procedures.

Requirements

High school diploma or GED required.
Two years of hotel supervisory experience or three years of hotel dual-rate supervisory experience required.
Advanced LMS skills required.
Excellent interpersonal, oral communication, and written communication skills.
Ability to lead and motivate others effectively; documented teamwork behaviors and attitudes.
Self-starter able to work without close supervision and knowledgeable in guest service.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Windows-based office software, including Microsoft Office, Word, Excel, PowerPoint, and Outlook.
Ability to read, write, speak, and understand English.
Ability to work independently with minimal to no supervision and manage stressful situations and competing priorities.
Ability to operate office equipment, computers, fax machines, and photocopiers with manual dexterity and coordination.
Ability to work a flexible schedule, including weekends, evenings, and holidays.
Ability to perform the physical and environmental demands described in the posting, with reasonable accommodations where applicable.

Nice To Haves

Associate degree from an accredited educational institution or a related field preferred.
One year of Night Audit experience preferred.
Knowledge of the Amadeus/REX/Hotsos System.
Knowledge of HTML and Microsoft SharePoint; not required at hire and may be learned during the agreed probationary period.

Responsibilities

Provide exceptional guest service and communicate professionally through guest platforms.
Resolve guest issues and billing disputes promptly and thoroughly; explain charges and ensure accurate guest billing.
Maintain a clean, stocked VIP welcome area and coordinate VIP arrivals and arrangements.
Build Team Member schedules, track attendance, and ensure staffing meets business needs.
Stay current on hotel, property, and promotional information, and follow applicable regulatory, company, and department policies.
Use overbooking capabilities, guest information, reporting, and room assignments to maximize hotel operations and improve guest satisfaction and efficiency.
Monitor third-party systems and address operational issues.
Create, correct, locate, and manage guest reservations; check guests in and out; and process room-status changes.
Conduct cash transactions and safeguard the accuracy and security of funds.
Assist guests with express check-in/out kiosks and perform basic kiosk troubleshooting and maintenance.
Use the key system for reporting, user access, and administrative keys; maintain user accounts securely.
Complete accurate payroll reporting and monitor Team Member attendance.
Monitor compliance with internal controls, address violations, complete required gaming notifications, and maintain the exceptions database.
Ensure night-audit and Sunrise procedures are executed, reconcile Services Recoveries, and address NOR-1 discrepancies.
Train Sunrise Team Members on Night Audit duties.
Maintain the accuracy and integrity of the room rack, reservations, room status, and room information; verify out-of-service and off-market rooms to maximize occupancy.
Update the Hotel Portal with current content and communications; monitor equipment reliability and submit service orders.
Establish, order, and monitor inventory and par levels.
Coordinate operations with Housekeeping and Casino Marketing to support timely check-in/out and guest satisfaction.
Ensure service standards are met and supervise, assign, and oversee the daily work of Front Desk, Valet, Housekeeping, and Front Services Team Members.
Maintain work journal histories, provide coaching and feedback, and complete timely and accurate performance appraisals and work-history entries.
Participate in personnel actions, including interviewing, training, candidate selection, termination, performance reviews, promotions, transfers, and discipline.
Make sound decisions, motivate the team, maintain morale, and provide ongoing development coaching and corrective action when appropriate.
Perform other tasks as assigned by the supervisor or manager.