Hotel Shift Manager

Reports To

Hotel Operations Manager

Job Summary

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.
  
  

Minimum Requirements To Qualifications

• Bachelor's degree in hotel operations, hospitality, tourism economics, or a related field, required.
• At least one (1) year Supervisory experience in a hotel, required
• In lieu of a Bachelor's degree, at least two (2) years of Supervisory experience in a hotel OR five (5) years working in front desk operations, required.
• Experience in a Tribal Gaming environment, preferred.
  
  

Other Criteria

Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.

Skills And Abilities

• Excellent knowledge of modern hotel operations and hospitality principles, practices, and regulations.
• Strong understanding of workflow and hotel ledgers such as guest ledger, city ledger, A/R ledger, deposit ledger, etc.
• Comprehensive understanding of night audit procedures, function, and ability to direct and ensure staff are performing these functions.
• Strong analytical abilities and problem-solving skills.
• Demonstrated ability to anticipate issues, present solutions, and maintain strict confidentiality of data.
• Ability to prioritize and monitor multiple tasks, and delegate assignments and responsibilities.
• Excellent communication skills, including written documents, and public speaking presentations.
• Must be technology and process-efficiency driven.
• Ability to work in a team or as an individual contributor, and complete work within the designated timeframes.
• Familiarity with a variety of hotel and/or resort property management systems such as Opera.
• Familiarity with yield management and cost controls.
• Good knowledge of Microsoft Office Suite
• Exceptional guest service skills.
• Excellent interpersonal skills with demonstrated patience and tact.
• Ability to maintain professional appearance and demeanor.
  
  

Physical Demands

• While performing the duties of this position, the Team Member is regularly required to stand, sit, walk, push, pull, bend for extended periods; reach with hands and arms; talk and listen on a regular basis.
• The Team Member must be able to concentrate for prolonged periods.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.
• The Team Member must be able to communicate effectively in person or using telecommunications equipment.
• The Team Member must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone and calculator.
• Frequently lift and/or move up to 30 lbs.
  
  

Work Environment

• Normal office setting and casino floor.
• Frequent walking and standing in a smoke-filled environment, and frequent contact with the general public.
• Temperature controlled environment with varying noise levels. May be exposed to high levels of noise throughout the day.
• Extended hours and irregular shifts may be required including nights, weekends and holidays.
• Must be able to perform under pressure and work long hours under stressful conditions.
• May be exposed to the risks associated in attempting to resolve issues with difficult guests and extremely irate staff members.
• May be exposed to various types of lighting including, but not limited to: artificial fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.
• Travel may be required to perform one or more essential functions of this position.
  
  

Conditions Of Employment

• 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.