Hotel Assistant Shift Manager

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

Click HERE to discover how we empower team members to grow, thrive, and advance in their careers.

• Conduct daily pre-shift meetings.
• Prepare and communicate daily shift reports.
• Assists in creating effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
• Assist in the implementation and manage the division's annual budget and objectives to meet/exceed management expectations.
• 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.
• Ensuring procedures are followed and proper controls are in place to minimize losses and expenses and maximize hotel profits.
• 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.
• Answers inquiries pertaining to hotel policies and services and resolve guests’ challenges while supporting all customer service programs on assigned shift.
• Assists Hotel Manager in overseeing Hotel Operations to include though not limited to: Front Desk, Bell Service, and Reservations.
• Ensure the front desk, offices, lobby, and other specified areas are kept in a clean and orderly condition.
• Assists in inspection of projects after completion for satisfactory results.
• Assists in maintaining all master and direct bill accounts.
• Assists with management of daily arrivals and departures in the reservation system on assigned shift.
• Assist in managing the hotel reservation/inventory system, the Global Distribution System as well as loading and maintaining rates and information in the designated system.
• Make recommendations pertaining to hotel policies and services and resolve guests’ challenges while supporting all customer service programs.
• Makes recommendations for financial activities of hotel such as setting room rates and policies/procedures.
• Order supplies, ensuring all par levels are maintained for the hotel team.
• Develop and maintain a safety program for all hotel team members.
• Train all hotel team members in OSHA standards, regulations, and documentation.
• Maintains strict confidentiality in all departmental and company matters.
• All other duties as assigned.
• Responsible for staff development and training programs.
• Responsible for rewards and recognition program to maximize employee engagement.
• Assist in creating various reports, as necessary.
• Evaluates team members within the department and delivers constructive feedback to employees regarding performance.
• May perform marketing-related duties, issue comps, etc.

QUALIFICATION 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 public. 
• Must be proficient in Microsoft applications (Excel, PowerPoint, and Word).
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner. 
• Flexible working all shifts including holidays, nights, weekends, and overtime as business needs dictate.
• Michigan Gaming Control Board Occupational License Level 2 

LANGUAGE SKILLS

• Ability to read and communicate verbally in English. Written communication skills in in English may also be required.

REASONING ABILITY

• Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

• Employees must be able to qualify for licenses and permits required by federal, state, and local regulations.

PHYSICAL DEMANDS 

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.
• The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 30 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces. 

WORK ENVIRONMENT

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually very loud.
• Employees could be exposed to an environment containing unrestricted secondhand tobacco smoke.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via ESPN BET™ and theScore Bet Sportsbook and Casino®.

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet. 

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Equal Opportunity Employer