HOTEL ASSISTANT SHIFT MANAGER

ViziRecruiter,LLC.; Michigan; On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Day-one medical coverage

401(k) matching

Annual performance bonus

Job summary

A dynamic hospitality company is seeking a Shift Supervisor to oversee daily operations and ensure excellent customer service. The ideal candidate will possess an associate’s degree and have 1-2 years of relevant experience. Responsibilities include managing staff, preparing reports, and addressing guest concerns. The role requires proficiency in Microsoft applications and hotel software, alongside strong interpersonal and problem-resolution skills. This position is essential for maximizing guest satisfaction and operational efficiency.

Qualifications

• 1-2 years of related experience and/or training.
• Ability to write business correspondence and reports.
• Ability to interact with guests and resolve conflicts.
• Proficiency in Microsoft applications (Excel, PowerPoint, Word) and hotel software.
• Ability to interact with guests, staff and colleagues and resolve problems diplomatically.
• Flexibility to work all shifts including holidays, nights, weekends, and overtime.
• Michigan Gaming Control Board Occupational License Level 2

Responsibilities

• Supervise daily management of designated shift.
• Prepare and communicate daily shift reports.
• Ensure cleanliness in all public areas and guest rooms.
• Assist in the budget process and ensure compliance.
• Address and manage complaints from team members.
• Provide exceptional customer service and ensure standards are followed by all team members.
• Direct supervisory staff and provide guidance on the assigned shift.
• Assist with posting charges and settling folios for individuals and groups.
• Address complaints and concerns from team members on the shift.
• Answer inquiries about hotel policies and services and resolve guest challenges.
• Oversee hotel operations including Front Desk, Housekeeping, Bell Service, and Reservations.
• Direct Housekeeping Supervisors to maintain cleanliness in public areas and guest rooms.
• Ensure offices and guest rooms are clean and orderly.
• Inspect facility and evaluate performance of hotel team members.
• Assist in maintaining master and direct bill accounts.
• Assist with daily arrivals and departures in reservation system.
• Make recommendations for hotel policies and services and revenue optimization.
• Maintain maximized occupancy and revenue for hotel operations.
• Provide recommendations for staffing and scheduling to meet business needs.

Skills

Proficient in Microsoft applications

Effective problem resolution

Ability to present information

Customer service skills

Education

Associate’s degree in related field preferred

Tools

Hotel software

Microsoft PowerPoint

Microsoft Word

Hotel software

Job description

Overview

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.

Responsibilities

• 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.
• 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.
• Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to hotel leadership.
• 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.
• 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.
• 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, Housekeeping, Bell Service, and Reservations.
• Direct Housekeeping Supervisors and team members to ensure a high standard of cleanliness in all public areas and hotel guest rooms.
• Ensure offices, guest rooms, and other specified areas are kept in a clean and orderly condition.
• Tour facility checking hotel rooms, convention space, public areas, front and back of house to evaluating the performances of the hotel team member.
• 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 reservation system on assigned shift.
• Makes recommendations pertaining to hotel policies and services, and resolve guests’ challenges while supporting all customer service programs.
• Responsible for maintaining maximized occupancy and revenue for Hotel operations.
• 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 and 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.
• Evaluates team members within department and delivers constructive feedback to employees in regards to performance.
• Provides recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
• Manages work procedures and expedites workflow.
• Provides recommendation for employee performance (disciplining, coaching, and counseling).

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 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 percent and to draw and interpret bar graphs.
• Must be proficient in Microsoft applications (Excel, PowerPoint, 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.
• Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate
• Michigan Gaming Control Board Occupational License Level 2