HOTEL ASSISTANT SHIFT MANAGER

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.

About the role

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.

Responsibilities

• Conduct daily pre-shift meetings
• Prepare and communicate daily shift reports
• Assist in creating effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction
• Assist in the budget process for the department and provide recommendations; ensure compliance to departmental budget initiatives; report budget concerns to hotel leadership
• Enthusiastically support, actively promote, and demonstrate superior customer service in accordance with department and company standards and programs
• Ensure customer service standards are followed by all team members and address issues as they arise
• Provide direction for Hotel supervisory staff on assigned shift
• Assist with posting charges and settling of folios for individuals and groups, if applicable, on assigned shift
• Address and manage complaints, grievances or concerns from team members on assigned shift
• Answer inquiries pertaining to hotel policies and services, and resolve guests’ challenges while supporting all customer service programs on assigned shift
• Assist 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 evaluate the performance of hotel team members
• Assist in inspection of projects after completion for satisfactory results
• Assist in maintaining all master and direct bill accounts
• Assist with management of daily arrivals and departures in reservation system on assigned shift
• Make 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
• Make 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
• Maintain strict confidentiality in all departmental and company matters
• Responsible for staff development and training programs
• Responsible for rewards and recognition program to maximize employee engagement
• Evaluate team members within department and deliver constructive feedback to employees regarding performance
• Provide recommendations for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs
• Manage work procedures and expedite workflow
• Provide recommendations for employee performance (disciplining, coaching, and counseling)
• All other duties as assigned

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

Benefits

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.

Pay

Starting salary: $51,000 to $55,000. Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience.