Hotel Shift Manager

Bally; South Lake Tahoe (NV); On-site; USD 60,000 - 85,000; Full time

Job summary

Bally in South Lake Tahoe seeks an experienced shift manager responsible for daily operations, scheduling, guest service, and labor cost control.

The role requires leadership, training, and compliance with gaming regulations. Flexibility for holidays, nights, and weekends is required; NV Gaming Registration is necessary. This position is on-site at the hotel.

Qualifications

• Proficient in Microsoft Office (Excel, Word, Outlook).
• Knowledge of hotel systems software Opera preferred.

Responsibilities

• Oversee daily shift management and monitor performance against goals.
• Create effective schedules while controlling labor costs.
• Promote superior customer service and resolve guest issues.
• Assist with reservations processing, postings, and folios.
• Manage staffing, training, and employee performance.
• Ensure regulatory compliance and confidentiality.
• Address employee concerns and manage arrivals/departures in systems.

Skills

Customer service

Staff supervision

Scheduling

Conflict resolution

Microsoft Excel/Word/Outlook

Tools

Opera hotel systems

Job description

• Responsible for 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.

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.

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.

Responsible for supervision of hotel team, including:

• Development of staff and completion of training programs.
• Manage rewards and recognition program to maximize employee engagement.
• Evaluate team members and deliver constructive feedback in regard to performance.
• Provide recommendations for staffing (including interviewing and hiring) and scheduling (planning, assigning, and directing work) to meet business needs.
• Review work procedures and expediate workflows.
• Responsible for employee performance (disciplining, coaching, and counseling).

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Experience

Required

Must be proficient in Microsoft applications (Excel, Word, and Outlook).

Preferred

Knowledge of hotel systems software Opera, preferred

Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Ability to write reports, business correspondence, and procedure manuals.

Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.

Licenses & Certifications

Required

NV Gaming Registration

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.