• Hotel Front Desk Shift Manager

    Location US-NM-Hobbs
    Posted Date 2 weeks ago(2/8/2019 2:52 PM)
    Job ID
    2019-57443
    Casino Property
    Zia Park Casino
  • Your daily responsibilities include

    ESSENTIAL DUTIES AND RESPONSIBILITIES

    The following and other duties may be assigned as necessary:

     

    • Deliver internal and external guest service by ensuring every interaction includes our ACES service standards (Acknowledge and greet our guests with a smile, Convey an upbeat attitude and atmosphere, Engage and anticipate our guests needs and strive to always find solutions to any problems, and Show appreciation for their business and invite them back).Responsible for supervising staff and the overall daily management of a designated shift. 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 provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.
    • 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 supervisory 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.
    • Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
    • Maintains strict confidentiality in all departmental and company matters.

    Acts as manager on duty in the absence of the Hotel Manager, so as to ensure the very best guest service is delivered by the team.

    To be successful in this position it will require the following skill set

    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.

     

    • Bachelor's degree (B. A.) from four-year college or university; or two years related experience and/or training; or equivalent combination of education and experience.
    • Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or governmental regulations.
    • 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 general public.
    • Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
    • 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 percent and to draw and interpret bar graphs.
    • Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
    • Must be proficient in Microsoft applications (Excel, Word, and Outlook).
    • Knowledge of hotel systems software.
    • Bilingual in Spanish/English preferred, but not required.

     

    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).
    • Responsible for developing and implementing a quality control program to ensure the very best guest service and guest room products are delivered to each and every customer.

     

    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 

    Must possess a valid driver’s license and have acceptable driving history as determined by Penn National Gaming’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 moderate.

     

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

    Something to leave you with

    Penn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.

     

    Now that you have read about who we are, here is your opportunity to see what we're about!

     

     

    Equal Opportunity Employer

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