Hotel Services Shift Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• 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 assisting in the budget process for the department and providing recommendations; ensuring compliance with departmental budget initiatives; reporting budget concerns to manager.
• Responsible for performing the job duties of a Hotel Services Representative, Night Auditor, RV Park Attendant, or Resort Attendant as needed.
• 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. 
• Provides 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.

QUALIFICATION REQUIREMENTS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Associate degree from accredited college or university; or 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

SUPERVISORY RESPONSIBILITIES                                                     

This job has supervisory responsibilities.

• 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. 
• Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.  
• Determines work procedures and expedites workflow. 
• Responsible for employee performance (disciplining, coaching, counseling). 

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. 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

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

Must successfully complete responsible alcohol service training.

Must possess a valid driver’s license and have acceptable driving history as determined by Penn Entertainment’s auto insurance carrier.

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 accommodations 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 50 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 accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually very loud.

While performing the duties of this job, employee is regularly exposed to flashing lights and possibly moving mechanical parts. The employee is occasionally exposed to fumes or airborne particles; outside weather conditions; extreme heat or cold and risk of electrical shock.

Employee could be exposed to an environment containing unrestricted second hand tobacco smoke.