Job Description

The Hotel Operations Shift Manager is responsible for supervising the Hotel operations and team members, which includes Guest Service Agents, Bell, Door and Valet Staff, Concierge, Wardrobe, Guest Room Attendants and Houseperson during shifts. The Hotel Operations Shift Manager is responsible to supervise work activities of assigned hotel operations personnel to ensure the smooth activities run in accordance to established standards.

• To uphold and comply with Company’s 5-star service Standards at all times.
• Manage the hotel operations, employees and employee’s/guest relationship.
• Respond to guest complains.
• Responds in a courteous, professional, and rapid manner in order to resolve all guest and staff difficulties.
• Accurate Payroll and scheduling towards business needs.
• Manage and witness closing paper work and money drops.
• Manages day-to-day Hotel operations.
• Coordinates Front Desk activities with Guest Relations and other departments for all VIPs.
• Performs daily guest room inspections.
• Maintains proper credit and cash bank procedures.
• Controls hotel inventories to achieve maximum sell out at maximum rate.
• Attend pre-convention meetings and works closely with meeting planners to coordinate group activity.
• Manage effective recruitment, hiring, training, recognition, coaching and counselling and other personnel related matters are being handled appropriately throughout assigned departments.
• Manage payroll and all other activities
• Assign duties to department employees and inspect their work to ensure that standards are maintained.
• Conduct detailed inspections of rooms and public areas daily.
• Ensure that all vacant dirty rooms meet the required standards performed by the Guest Room Attendants
• Ensure that all public space areas and back of house areas meet the required standards performed by Houseperson
• Prepare and inspect VIP rooms.
• Prioritize rooms throughout the day.
• Inspect housekeeping carts and all equipment for proper use and cleanliness.
• Coordinate and inspect preventative maintenance and general cleaning accommodations
• Handle early and late check outs and assign rooms as needed.
• Inspect Turndown service.
• Monitor, correct and report room discrepancies
• Assist other shift managers, managers, Directors and above with designated tasks and projects
• Coordinate work orders with the Engineering Department and follow up until completion.
• Conduct daily pre-shift meeting with room attendants and house attendants.
• Investigates complaints regarding housekeeping/Front Office services and equipment and take corrective action.
• Issue supplies and equipment to workers and oversee proper usage.
• Participate in training new hires and monitor their progress
• Possess understanding of revenue management, related yielding and room inventory availability and control

Essential Requirements:

• Strong supervisory and communication skills
• Ability to work independently.
• Excellent time management skills.
• Good communication skills.
• Able to work in fast paced environment
• Working knowledge of Microsoft Office
• Strong Organizational skills and demonstrated problem solving skills

Knowledge/Work Experience:

• Must be 18 years or older
• Five (5) years Hotel Management experience with three (3) years in a supervisory capacity in a high-volume luxury property
• Previous experience in a five-star facility preferred
• Previous experience in a resort casino environment preferred
• Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission
• Working knowledge of Microsoft Office