Hotel Front Office Shift Manager

Description

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

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
• Affords assistance with check-in and check-out and other duties
• Affords assistance in the procurement of operating supplies and equipment (OS&E)
• Recruits hotel staff, screens applicants and conducts auditions for employment
• Conducts market research and collects data pertaining to rates and pricing; develops rate strategies in Opera (Hotel System)
• Affords assistance 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

• High School diploma or GED – required
• Must be twenty-one (21) years of age or older
• 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
• Two (2) years’ hotel guest-facing supervisory experience in a 3 Diamond or above hotel – 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
• 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 an Occupational License (or the ability to obtain and maintain a license) pursuant to the Illinois Gaming Act and remain in good standing with the Illinois Gaming Board as a requirement for this position

Base Pay

Pay range: $52,600.00 - $71,800.00 (The base pay will depend on factors such as experience level and skill set.)

Voluntary Full-Time Benefit Offerings

• Group medical, dental, vision, and life insurance
• Access to a flexible spending account (FSA) option
• Employee Assistant Program (EAP)
• Paid time off
• 401K with matching
• Shift differential
• Discretionary quarterly bonuses