Hotel Shift Manager - Pechanga Resort & Casino
Temecula, CA
About the Job
Hotel Shift Manager
GENERAL SUMMARY
The Hotel Shift Manager will promote and maintain the utmost integrity and the highest caliber of guest service to all guests within the Hotel Operations. Oversees the direction, management and coordinate the activities of the Guest Services, Front Services, Housekeeping, Spa, Wardrobe, Golf, EVS, Reservations, in the absence of the department manager. Assist in the supervision of prior mentioned departments and provide all of the necessary support for the perspective department manager in order to ensure profitability and maximum revenues by controlling costs, along with upholding the high quality standards to ensure guest satisfaction. In addition, directs and manages the daily operations of all transportation Team Members.
FOUR DIAMOND SERVICE AGREEMENT
All Team Members will display a Four Diamond commitment to Guest Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort Casino (PRC).
KEY RESPONSIBILITIES
• Manage, direct, and ensure high guest satisfaction in the delivery of all services.
• Listen, respond, and resolve external and internal guest inquires concerns and complaints in a timely manner through conducting a thorough investigation and determining the most effective solution in a positive and articulate manner.
• Observe, maintain and support staff performance to create a work environment that fosters the professional development and growth of Team Members.
• Will demonstrate and ensure that sensitivity to the needs, feelings and capabilities of others and approaches others in a pleasant manner, treating them with respect.
• Oversee and ensure accountability for self, supervisors and Team Member’s compliances to all standard operating procedures, company policy, and MICS regulations, by adhering to the progressive disciplinary actions.
• As a leader and role model for all departments under Hotel Operations, remain calm and alert especially during emergency situations and/or heavy hotel activity.
• Make decisions to support the operations and departments using logic and best business practice and take action by demonstrating flexibility to accommodate the unusual situations when required.
• Communicate effectively both verbally and in writing to provide clear direction to staff, organizing and expressing information clearly and using appropriate and efficient methods of conveying information.
• Observe, support, and journal staff performances and provide feedback as needed to maximum the Team Member’s potential through training, counseling, performance evaluation and disciplinary actions.
• The Hotel Shift Manager will oversee the daily operations of the transportation Team Members.
• The Hotel Shift Manager will ensure all transportation requests are attended to in a timely and efficient manner.
• The Hotel Shift Manager will assist in the development of both short and long term goals of the transportation Team Members and assist in implementing, monitoring, maintaining and support the strategies to achieve them.
• Manages the staff’s workload, supplies, breaks, and lunches and makes staffing accommodations according to the business demands to ensure adequate staffing levels on a given shift for a smooth operation. Attend mandatory meetings, conduct staff meetings, and pre-shifts to ensure timely and effective communication.
• Manage all billable services, financial statements, adjustments, revenue, cash and cash equivalents are properly recorded and reported and accurately reflected in Opera and any other reporting methods. Thus, ensuring compliance with the requirements of the provisions of Hotel Operation internal controls, Outside Agency Regulations and good business practices.
• Manage, maintain, support, and ensure all assigned checklists, daily tasks, workloads, and department’s schedules are adhered to provide Four Diamond Guest Service.
• Ensure that reviews and communication is done daily for VIP Transportation Request and Special Events for accuracy of hotel services, accommodations and operations.
• Maintain a favorable working relationship with other departments to foster and promote a cooperative and harmonious work environment and efficient service delivery and guest satisfaction.
• Develop, implement and support the departments’ standards and improve the standards to maintain the business plan and to maximize guest satisfaction.
• The Hotel Shift Manager will conduct monthly one-on-one meetings with department heads to discuss and/or update on projects and/or tasks.
Will check-in weekly with department heads for updates and/or concerns requiring immediate attention.
• The Hotel Shift Manager will assist departments under hotel operations, as well as other divisions, with quality control of product and/or services. This includes, but not limited, to daily rooms and/or area inspections.
• Research and recommend new products, automation and services to improve operations and overall service delivery.
• Monitor and evaluate competitive trends, making recommendations on future goals for the hotel by reviewing short and long-term occupancy and revenue forecasts to identify deficiencies and take appropriate corrective action.
• Establish, support, and sustain a work environment that fosters the professional development and growth of Team Members to reach their full potential.
• Protect the assets of PRC, by overseeing and adhering to all Standard Operating Procedures and MICS regulations.
• Comply with all PRC and Departmental SOPs and Service Guarantees
• Perform additional tasks as directed by management
• Other duties as assigned.
ACCOUNTABILITY: This Hotel Shift Manager has supervisory responsibilities including departmental hiring, corrective action, terminations, Team Member relation issues, forecasting and budgeting. The Team Member is responsible for protecting the assets of PRC.
QUALIFICATIONS AND GUIDELINES
EXPERIENCE/TRAINING/EDUCATION: At least 3 years Hotel Management experience is preferred to successfully perform this job; previous Hotel Front Desk experience is a plus. A High school diploma or general education degree (GED) is required as well.
COMMUNICATION SKILLS: This position requires the ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. This position also requires the ability to respond to common inquiries or complaints from guests, regulatory agencies, or members of the business community. Furthermore, this position also requires the ability to effectively present information to top management, public groups, and/or boards of directors.
MATHEMATICAL SKILLS: This position requires the ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. This position also requires the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY: This position requires the ability to define problems, collect data, establish facts, and draw valid conclusions. This position also requires the ability to interpret an extensive variety of technical instructions in mathematical or diagram form and work with several abstract and concrete variables.
CERTIFICATES, LICENSES, REGISTRATIONS:
• Must qualify to obtain and maintain a class “A” gaming license.
SKILLS/ABILITIES:
• Efficiently operate moderately complex computer applications including but not limited to Opera, Bally’s CMP, Comp Calculator, Open Course, Audience View, Saflok, Movie System, and all Microsoft Office applications including Word, Excel, and Outlook.
• Ability to type 30 wpm.
• Ability to work with minimal supervision.
• Ability to effectively communicate with internal/external guests and to identify and resolve guest concerns.
• Ability to remains calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a leader and role model for other Team Members.
• Ability to communicate effectively both verbally and in writing to provide clear direction to staff.
• Ability to multi-task and cross train in various positions that pertain to the work load, duties and services provided and offered by the department.
• Knowledge of labor related legislation, such as the Employment Standards Act, Occupational Health and Safety Act, Human Right's and applicable collective agreements, Human Resources policies and procedures sufficiently to ensure correct application and adherence in the supervision of staff.
• Must be flexible and willing to work nights, weekends, and holidays.
The Hotel Shift Manager will promote and maintain the utmost integrity and the highest caliber of guest service to all guests within the Hotel Operations. Oversees the direction, management and coordinate the activities of the Guest Services, Front Services, Housekeeping, Spa, Wardrobe, Golf, EVS, Reservations, in the absence of the department manager. Assist in the supervision of prior mentioned departments and provide all of the necessary support for the perspective department manager in order to ensure profitability and maximum revenues by controlling costs, along with upholding the high quality standards to ensure guest satisfaction. In addition, directs and manages the daily operations of all transportation Team Members.
FOUR DIAMOND SERVICE AGREEMENT
All Team Members will display a Four Diamond commitment to Guest Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort Casino (PRC).
KEY RESPONSIBILITIES
• Manage, direct, and ensure high guest satisfaction in the delivery of all services.
• Listen, respond, and resolve external and internal guest inquires concerns and complaints in a timely manner through conducting a thorough investigation and determining the most effective solution in a positive and articulate manner.
• Observe, maintain and support staff performance to create a work environment that fosters the professional development and growth of Team Members.
• Will demonstrate and ensure that sensitivity to the needs, feelings and capabilities of others and approaches others in a pleasant manner, treating them with respect.
• Oversee and ensure accountability for self, supervisors and Team Member’s compliances to all standard operating procedures, company policy, and MICS regulations, by adhering to the progressive disciplinary actions.
• As a leader and role model for all departments under Hotel Operations, remain calm and alert especially during emergency situations and/or heavy hotel activity.
• Make decisions to support the operations and departments using logic and best business practice and take action by demonstrating flexibility to accommodate the unusual situations when required.
• Communicate effectively both verbally and in writing to provide clear direction to staff, organizing and expressing information clearly and using appropriate and efficient methods of conveying information.
• Observe, support, and journal staff performances and provide feedback as needed to maximum the Team Member’s potential through training, counseling, performance evaluation and disciplinary actions.
• The Hotel Shift Manager will oversee the daily operations of the transportation Team Members.
• The Hotel Shift Manager will ensure all transportation requests are attended to in a timely and efficient manner.
• The Hotel Shift Manager will assist in the development of both short and long term goals of the transportation Team Members and assist in implementing, monitoring, maintaining and support the strategies to achieve them.
• Manages the staff’s workload, supplies, breaks, and lunches and makes staffing accommodations according to the business demands to ensure adequate staffing levels on a given shift for a smooth operation. Attend mandatory meetings, conduct staff meetings, and pre-shifts to ensure timely and effective communication.
• Manage all billable services, financial statements, adjustments, revenue, cash and cash equivalents are properly recorded and reported and accurately reflected in Opera and any other reporting methods. Thus, ensuring compliance with the requirements of the provisions of Hotel Operation internal controls, Outside Agency Regulations and good business practices.
• Manage, maintain, support, and ensure all assigned checklists, daily tasks, workloads, and department’s schedules are adhered to provide Four Diamond Guest Service.
• Ensure that reviews and communication is done daily for VIP Transportation Request and Special Events for accuracy of hotel services, accommodations and operations.
• Maintain a favorable working relationship with other departments to foster and promote a cooperative and harmonious work environment and efficient service delivery and guest satisfaction.
• Develop, implement and support the departments’ standards and improve the standards to maintain the business plan and to maximize guest satisfaction.
• The Hotel Shift Manager will conduct monthly one-on-one meetings with department heads to discuss and/or update on projects and/or tasks.
Will check-in weekly with department heads for updates and/or concerns requiring immediate attention.
• The Hotel Shift Manager will assist departments under hotel operations, as well as other divisions, with quality control of product and/or services. This includes, but not limited, to daily rooms and/or area inspections.
• Research and recommend new products, automation and services to improve operations and overall service delivery.
• Monitor and evaluate competitive trends, making recommendations on future goals for the hotel by reviewing short and long-term occupancy and revenue forecasts to identify deficiencies and take appropriate corrective action.
• Establish, support, and sustain a work environment that fosters the professional development and growth of Team Members to reach their full potential.
• Protect the assets of PRC, by overseeing and adhering to all Standard Operating Procedures and MICS regulations.
• Comply with all PRC and Departmental SOPs and Service Guarantees
• Perform additional tasks as directed by management
• Other duties as assigned.
ACCOUNTABILITY: This Hotel Shift Manager has supervisory responsibilities including departmental hiring, corrective action, terminations, Team Member relation issues, forecasting and budgeting. The Team Member is responsible for protecting the assets of PRC.
QUALIFICATIONS AND GUIDELINES
EXPERIENCE/TRAINING/EDUCATION: At least 3 years Hotel Management experience is preferred to successfully perform this job; previous Hotel Front Desk experience is a plus. A High school diploma or general education degree (GED) is required as well.
COMMUNICATION SKILLS: This position requires the ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. This position also requires the ability to respond to common inquiries or complaints from guests, regulatory agencies, or members of the business community. Furthermore, this position also requires the ability to effectively present information to top management, public groups, and/or boards of directors.
MATHEMATICAL SKILLS: This position requires the ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. This position also requires the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY: This position requires the ability to define problems, collect data, establish facts, and draw valid conclusions. This position also requires the ability to interpret an extensive variety of technical instructions in mathematical or diagram form and work with several abstract and concrete variables.
CERTIFICATES, LICENSES, REGISTRATIONS:
• Must qualify to obtain and maintain a class “A” gaming license.
SKILLS/ABILITIES:
• Efficiently operate moderately complex computer applications including but not limited to Opera, Bally’s CMP, Comp Calculator, Open Course, Audience View, Saflok, Movie System, and all Microsoft Office applications including Word, Excel, and Outlook.
• Ability to type 30 wpm.
• Ability to work with minimal supervision.
• Ability to effectively communicate with internal/external guests and to identify and resolve guest concerns.
• Ability to remains calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a leader and role model for other Team Members.
• Ability to communicate effectively both verbally and in writing to provide clear direction to staff.
• Ability to multi-task and cross train in various positions that pertain to the work load, duties and services provided and offered by the department.
• Knowledge of labor related legislation, such as the Employment Standards Act, Occupational Health and Safety Act, Human Right's and applicable collective agreements, Human Resources policies and procedures sufficiently to ensure correct application and adherence in the supervision of staff.
• Must be flexible and willing to work nights, weekends, and holidays.
Source : Pechanga Resort & Casino