Hotel Shift Manager

Bally’s Corporation; Stateline (NV); On-site; USD 50,000 - 61,000; Full time

Job summary

Bally's Corporation in Stateline, NV seeks an experienced shift manager to oversee daily operations, improve guest satisfaction, and manage labor costs. You will lead a team, ensure service standards, and resolve guest and staff issues on your assigned shift.

The role requires strong communication, scheduling expertise, and flexibility to work all shifts, including holidays and weekends, with proficiency in hotel software and Microsoft Office.

Qualifications

• Knowledge of Opera hotel systems software preferred.
• Ability to interact with guests, staff and resolve issues tactfully.
• Ability to present information to managers, clients and the public.
• Ability to write reports, business correspondence and manuals.
• Flexible to work all shifts including holidays, nights, weekends, and overtime.
• Proficient in Excel, Word and Outlook.

Responsibilities

• Manage daily operations of a designated shift and monitor performance.
• Create and maintain efficient schedules while controlling labor costs.
• Provide superior customer service and address issues as they arise.
• Handle guest inquiries about hotel policies and services on shift.
• Assist with daily arrivals/departures in reservation system.
• Post charges and settle folios for individuals or groups on shift.
• Address staff complaints and ensure regulatory compliance.
• Maintain confidentiality in all departmental and company matters.
• Supervise hotel team, including training, coaching and performance reviews.
• Involve in staffing decisions and interview/hiring to meet business needs.

Skills

Leadership

Staff scheduling

Guest service

Communication

Conflict resolution

Tools

Opera

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).
  

Responsibilities

• 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:
• Responsible for employee performance (disciplining, coaching, and counseling).
  

Starting Salary: $55,000 DOE

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.

Requirements

Role requirements

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

About Bally's

We're Bally's, and we've always been born to entertain.

Since the Ballyverse began way back in 1932, we've been creating engaging experiences everywhere, in a way that's accessible for everyone. Across Casinos & Resorts, Interactive, and Corporate, from the gaming floor to peoples' phones, we bring the thrill wherever our customers want to play.

But none of it would be possible without our people. Our team of 11,500 diverse minds who love what they do, celebrate each other's wins, and find fun in creating moments that matter. Whether you're energized by guest connection, technical innovation, or both, there's a place for you at Bally's.