Hotel Front Office Shift Manager

Description

Job Overview

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, as well as champions and supports the values and principles of Wind Creek Hospitality Workplace Expectations.

Purpose

Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Value System

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.

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
• Assists with check-in and check-out and other duties
• Assists in the procurement of operating supplies and equipment (OS&E)
• Recruits hotel staff, screen applicants and conduct auditions for employment
• Conducts market research and collect data pertaining to rates and pricing; develop rate strategies in Opera (Hotel System)
• Assists 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 (Please Ensure You Meet The Listed Requirements Prior To Applying)

• 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

• 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 include the following: group medical, dental, vision, and life insurance as well as access to a flexible spending account (FSA) option. We also offer Employee Assistant Program (EAP), paid time off, 401K with matching, shift differential, and discretionary quarterly bonuses.