Hospitality Shift Manager

Caesars Entertainment; Waterloo (IA); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading entertainment company is seeking a Hospitality Manager in Waterloo, Iowa. The ideal candidate will have at least 5 years of experience in the hotel or restaurant industry, with strong leadership skills and a passion for guest service. Responsibilities include overseeing operations, maintaining high standards of service, and developing team members. This is an exciting opportunity to shape service excellence in a vibrant environment.

Qualifications

• 5+ years of experience in hotel/restaurant industry.
• Minimum 2 years supervisory or management experience.
• Exceptional oral and interpersonal communication skills.

Responsibilities

• Oversee guest service standards in all hospitality areas.
• Provide on-the-job training for staff in Hospitality Departments.
• Ensure adherence to cash handling and safety procedures.

Skills

Leadership

Communication

Teamwork

Problem Solving

Education

High School Diploma or GED equivalent

4-year college degree preferred

Job description

The following statements are intended as general examples of the duties of this position and are not all-inclusive for specific positions. Other reasonable duties may be assigned.

• Carry out our company Mission, Vision and Values
• Our Misson – To Create the Extraordinary
• Our Vision – We create spectacular worlds that immerse, inspire, and connect you. We do not perform magic; we create it with excellence.
• Our Values
• Blaze the Trail – Leadership, integrity, and ownership.
• We lead with integrity and courage
• We imagine the possibilities and prioritize growth of Team Members and our business.
• We think like owners and take pride in finding ways to improve what we do.
• All-in on Service – Fun, service, and connection
• We create memorable moments for guests and Team Members
• We won the Family-Style Service culture
• We have fun together while creating extraordinary experiences
• Together We Win – Inclusion, care, and teamwork
• We are one team
• We celebrate our diversity
• We care for and respect each other and our communities
• Display “Family Style Service” to deliver the best experience to our guests:
• Give a Family Style Service Signature Welcome and Parting interaction– We treat strangers like friends and friends like family.
• Assist in creating a Strong Team – Strong Teams are those that work together toward a common goal.
• Display a Positive Attitude– Team Members and Guests expect you to be hospitable; display a genuine desire to reach a positive outcome in every situation.
• Demonstrate a positive demeanor when dealing with difficult situations in all types of business conditions. Work effectively and courteously with co-workers.
• Adhere to leadership service standards of being timely, effective and empathetic.
• Interact with all guests and employees to positively affect interactions with guests and employees. Demonstrates resiliency to deal with difficult guests in all types of business conditions and has the ability to work effectively and courteously with fellow employees.
• Responsible for planning, communicating and implementing procedures for the overall efficient operation of areas of responsibilities.
• Oversees and assures high standards of guest service in each area and maintains good employee relations, attitude, and teamwork.
• Provides and monitors on-the-job training for all employees within the Hospitality Departments to ensure staff receives guidance, resources, and information for effective job performance.
• Looks for possible safety hazards and addresses concerns. Ensures proper signage is displayed for hazard areas such as wet floors and ensures housekeeping is maintaining entrance areas during inclement weather.
• Works to develop supervisory staff to ensure an effective succession plan within the departments.
• Oversee staffing levels to allow for exemplary service to the guest while being reflective of maintaining and controlling labor expenditures.
• Completes all company-required training within designated time frames and assures staff does the same.
• Assists the Hospitality Manger with development, implementation and follow through of all departmental training materials to ensure proper training of staff.
• Assists the Hospitality Manager in maintaining all cost and expenses to maximize profitability reflective of business needs and demands.
• Protects company assets by preventing theft, intoxicated persons and minimizing employee/guest injuries.
• Responsible to ensure tight cash handling procedures for various Hospitality outlets.
• Maintains inventory of supplies at par levels for ordering and inventories for Hospitality Departments to ensure timely completion of tasks and cost control.
• Maximize hotel occupancy and ADR through the utilization of the Revenue Management Team while maintaining an acceptable CPOR.
• Works with F&B leadership in analyzing and making sound decisions to maximize revenues in F&B outlets while maintaining acceptable COS and expenses.
• Responsible for the oversight of hospitality division employees through reviewing departmental training, coaching, evaluations, and termination procedures.
• Responsible for recognizing and rewarding positive employee performance and guiding improvement on negative employee performance. This includes any necessary action through progressive disciplinary standards including creating, reviewing, and approving disciplinary actions and positive recognitions.
• Participates in the development of realistic performance goals. Reviews periodically with direct reports to ensure results are being achieved.
• Able to perform marketing and public relations duties.
• Reports and reviews all activities with the Hospitality Manager and meets with other Directors and Managers as necessary.
• Performs other duties as assigned.

PHYSICAL/MENTAL DEMANDS AND WORK ENVIRONMENT

The physical/mental demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Physical Demands:

• Able to move effectively and efficiently around all areas of the property to include exterior, hotel rooms, roof, kitchens, restaurants and public spaces to review effectiveness of operations.
• Able to work varied hours which include nights, weekends and holidays.

Mental Demands:

• Able to analyze and interpret operation results, solve complex problems, perform duties under pressure and in an interruptive environment
• Able to learn and operate various computer software programs including but not limited to UKG, InfoGenesis, Oracle, Leap, LMS, CMS, MMS, hotel yielding software, Microsoft Excel and Word.
• Able to use, understand and recommend all equipment associated with the position including (but not limited to) computers, phones and hand-held radios/headsets.
• Must demonstrate strong written and verbal communication skills.
• Able to accurately perform assigned duties under frequent time pressures and an interruptive environment.
• Maintain mental concentration for significant/extended periods of time.
• Able to work in a brightly lit, hotel, restaurant or casino environment with above average noise levels.

DUTIES AND RESPONSIBILITIES

The following statements are intended as general examples of the duties of this position and are not all-inclusive for specific positions. Other reasonable duties may be assigned.

Carry out our company Mission, Vision and Values

Our Misson – To Create the Extraordinary

Our Vision – We create spectacular worlds that immerse, inspire, and connect you. We do not perform magic; we create it with excellence.

Our Values

Blaze the Trail – Leadership, integrity, and ownership.

We lead with integrity and courage

We imagine the possibilities and prioritize growth of Team Members and our business.

We think like owners and take pride in finding ways to improve what we do.

All-in on Service – Fun, service, and connection

We create memorable moments for guests and Team Members

We won the Family-Style Service culture

We have fun together while creating extraordinary experiences

Together We Win – Inclusion, care, and teamwork

We are one team

We celebrate our diversity

We care for and respect each other and our communities

Display “Family Style Service” to deliver the best experience to our guests:

Give a Family Style Service Signature Welcome and Parting interaction– We treat strangers like friends and friends like family.

Assist in creating a Strong Team – Strong Teams are those that work together toward a common goal.

Display a Positive Attitude– Team Members and Guests expect you to be hospitable; display a genuine desire to reach a positive outcome in every situation.

Demonstrate a positive demeanor when dealing with difficult situations in all types of business conditions. Work effectively and courteously with co-workers.

Adhere to leadership service standards of being timely, effective and empathetic.

Interact with all guests and employees to positively affect interactions with guests and employees. Demonstrates resiliency to deal with difficult guests in all types of business conditions and has the ability to work effectively and courteously with fellow employees.

Responsible for planning, communicating and implementing procedures for the overall efficient operation of areas of responsibilities.

Oversees and assures high standards of guest service in each area and maintains good employee relations, attitude, and teamwork.

Provides and monitors on-the-job training for all employees within the Hospitality Departments to ensure staff receives guidance, resources, and information for effective job performance.

Looks for possible safety hazards and addresses concerns. Ensures proper signage is displayed for hazard areas such as wet floors and ensures housekeeping is maintaining entrance areas during inclement weather.

Works to develop supervisory staff to ensure an effective succession plan within the departments.

Oversee staffing levels to allow for exemplary service to the guest while being reflective of maintaining and controlling labor expenditures.

Completes all company-required training within designated time frames and assures staff does the same.

Assists the Hospitality Manger with development, implementation and follow through of all departmental training materials to ensure proper training of staff.

Assists the Hospitality Manager in maintaining all cost and expenses to maximize profitability reflective of business needs and demands.

Protects company assets by preventing theft, intoxicated persons and minimizing employee/guest injuries.

Responsible to ensure tight cash handling procedures for various Hospitality outlets.

Maintains inventory of supplies at par levels for ordering and inventories for Hospitality Departments to ensure timely completion of tasks and cost control.

Maximize hotel occupancy and ADR through the utilization of the Revenue Management Team while maintaining an acceptable CPOR.

Works with F&B leadership in analyzing and making sound decisions to maximize revenues in F&B outlets while maintaining acceptable COS and expenses.

Responsible for the oversight of hospitality division employees through reviewing departmental training, coaching, evaluations, and termination procedures.

Responsible for recognizing and rewarding positive employee performance and guiding improvement on negative employee performance. This includes any necessary action through progressive disciplinary standards including creating, reviewing, and approving disciplinary actions and positive recognitions.

Participates in the development of realistic performance goals. Reviews periodically with direct reports to ensure results are being achieved.

Able to perform marketing and public relations duties.

Reports and reviews all activities with the Hospitality Manager and meets with other Directors and Managers as necessary.

Performs other duties as assigned.

PHYSICAL/MENTAL DEMANDS AND WORK ENVIRONMENT

The physical/mental demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Physical Demands:

• Able to move effectively and efficiently around all areas of the property to include exterior, hotel rooms, roof, kitchens, restaurants and public spaces to review effectiveness of operations.
• Able to work varied hours which include nights, weekends and holidays.

Mental Demands:

• Able to analyze and interpret operation results, solve complex problems, perform duties under pressure and in an interruptive environment
• Able to learn and operate various computer software programs including but not limited to UKG, InfoGenesis, Oracle, Leap, LMS, CMS, MMS, hotel yielding software, Microsoft Excel and Word.
• Able to use, understand and recommend all equipment associated with the position including (but not limited to) computers, phones and hand-held radios/headsets.
• Must demonstrate strong written and verbal communication skills.
• Able to accurately perform assigned duties under frequent time pressures and an interruptive environment.
• Maintain mental concentration for significant/extended periods of time.

Work Environment:

• Able to work in a brightly lit, hotel, restaurant or casino environment with above average noise levels.

MINIMUM QUALIFICATIONS

Education:

• Minimum of High School Diploma or GED equivalent.
• College 4-year degree preferred

Training/Experience:

• Recommend 5+ years of experience in hotel/restaurant industry with at least two years supervisory or management experience in a hotel or restaurant related department.

Job Knowledge:

• Sound working knowledge of the hotel and restaurant industries.
• Knowledge or ability to find information regarding sanitation laws, health regulations, federal, state and local laws and applicable OSHA regulations for areas of responsibility.

Other:

• Must possess exceptional oral and interpersonal communication skills.
• Must be able to receive and maintain all required certifications, including ServeSafe.
• Must complete all required company training.