Hotel Front Office Shift Manager

Wind Creek Hospitality; Montgomery (AL); On-site; USD 55,000 - 75,000; Full time

Job summary

Wind Creek Hospitality is seeking a Front Office Shift Manager to supervise daily Front Desk and Front Services operations in a Four Diamond casino-hotel setting. You will ensure exceptional guest service, manage staff schedules, payroll, and performance, and coordinate with other departments to meet service standards.

You’ll lead training, supervise hiring, and develop rate strategies in Opera while handling odd hours and travel as needed. A Tribal Gaming License or eligibility is required.

Qualifications

• High School diploma or GED required
• Bachelor’s Degree in Related Field AND two years supervisory experience required
• Four years’ experience in a management position required
• Three years’ supervisory experience with Wind Creek Hospitality preferred
• Must pass a timed math skills test
• Proficient with Microsoft Word and Excel; typing and writing tests administered
• Must be able to type 25 words per minute; strong writing skills required
• Experience in Four-Diamond-Caliber Casino-Hotel management preferred
• Must pass interview including guest service audition
• Willing to work odd hours and travel as required
• Must have Tribal Gaming License or ability to obtain one
• Must work in a smoke/secondary smoke environment

Responsibilities

• Schedules employees to ensure high service levels while managing labor costs
• Authorizes PTO and administers payroll
• Supervises staff, maintains relations, evaluates performance
• Coaches, mentors and develops team members
• Resolves customer complaints and embodies AAA 4-diamond service
• Liaises with other departments and cross-trains hotel departments
• Represents as role model for guest service
• Assists with check-in/check-out and other duties
• Assists in procurement of OS&E
• Recruits staff and conducts auditions
• Conducts market research and develops rate strategies in Opera
• Develops departmental policies and procedures
• Promotes safety to limit accidents and injuries
• Performs other duties as assigned

Skills

Supervisory experience

Management experience

Typing speed 25 wpm

Microsoft Word

Microsoft Excel

Executive summaries & reports

Customer service excellence

Opera Hotel System

Education

Bachelor’s Degree in related field

High School diploma or GED

Tools

Opera Hotel System

Job description

Description

Job Overview

1:30pm-10pm (Shift subject to change based on business needs)

The Hotel Front Office Shift Manager is responsible for supervising the day-to day operations of the Front Desk and Front Services ensuring that excellent service is provided using AAA Four Diamond standards in Customer Service, as well as champions and supports the values and principles of Wind Creek Hospitality Workplace Expectations.

Purpose

Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Value System

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.

Duties and Responsibilities

• Schedules employees to ensure excellent level of service to the customer while maintaining and controlling labor costs; Understands and manages within budgetary guidelines
• Authorizes PTO and administers payroll
• Supervises employees including maintaining proper employee relations, recognition, evaluating performance and administering discipline when necessary (including Hotel Supervisor)
• Actively coaches, mentors and develops team members
• Empowers self and team to resolve customer complaints or problems
• Provides AAA 4-diamond services levels necessary to meet and exceed guest expectations
• Liaises with other departments as operational issues arise
• Cross-trains with all Hotel departments
• Serves as role model showing exemplary guest service skills
• Assists with check-in and check-out and other duties
• Assists in the procurement of operating supplies and equipment (OS&E)
• Recruits hotel staff, screen applicants and conduct auditions for employment
• Conducts market research and collect data pertaining to rates and pricing; develop rate strategies in Opera (Hotel System)
• Assists in the development and training of departmental policies and procedures
• Limits number of accidents and injuries by promoting job safety
• Other duties & responsibilities as assigned

Job Requirements

(please ensure you meet the listed requirements prior to applying)

• High School diploma or GED- required
• Bachelor’s Degree in Related Field AND two (2) years Supervisory experience- required
• OR Four (4) years’ experience in a Management position- required
• OR Three (3) years’ experience in a Supervisory position with Wind Creek Hospitality- required
• Must successfully pass a timed math skills test- required
• Proficient skills with Microsoft Word and Excel (a skills test will be administered and must successfully pass with a 70% or above)- required
• Must be able to type 25 words per minute minimum (typing test will be administered) - required
• Excellent writing skills (writing test will be administered) - required
• Proven track record of successful supervisory or management experience in Four-Diamond-Caliber Casino-Hotel or Resort Hotel strongly- preferred
• Must successfully pass job interview, including a guest service audition
• Experience with Microsoft Office; ability to create detailed excel spreadsheets
• Must be able to create executive summaries and statistical reports including graphs and charts
• Willing to work odd and irregular hours including nights, weekends, and holidays
• Willing to travel and participate in training as recommended or required
• Must have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this position
• Must have willingness and ability to work in a smoke/secondary smoke environment

NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES

Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality.