Hotel Shift Manager

Being a part of the Cache Creek team comes with amazing benefits:

• Great Pay
• Opportunities to Grow
• Gas Discounts
• Dental Insurance
• Life Insurance
• Paid Time Off (PTO)
• Recognition Program
• Free meals in our Employee Dining Room 
• Weekly Paychecks
• Affordable Healthcare
• Medical Insurance
• Vision Care Insurance
• 401k Savings Plan
• Tuition Reimbursement
• Employee Discounts
• Direct Deposit

Summary 

Responsible for front desk and front services operations.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Creates and ensures a fun-filled, sophisticated and exciting environment where the flawless delivery and execution of service excellence is paramount.
• Serve as a leader for employees while fostering teamwork, employee morale, motivation and open communication.
• Provide appropriate recognition and rewards to individuals and groups when consistent superior results and service levels are attained.
• Ensure each team member clearly understand their importance in completing the superior service experience, and hold staff accountable to meet their respective performance and service quality expectations.
• Maintain and enhance a safe, secure and comfortable environment for our guests and employees.
• Supervise, train, and motivate Front Desk and Front Services staff.
• Ensure all customer contact is courteous, informative, individualized and thorough.
• Make certain the delivery of exceptional upscale customer service to VIP guests, clearly setting them above the rest, while providing superior customer service to all guests both external and internal.
• Remain exceptionally calm and focused under pressure, setting an example for the division and the company.
• Assist Hotel manager with setting departmental objectives, work schedules, budgets, policies & procedures.
• Monitor staffing levels to meet business demands.
• Ensure adherence to grooming standards in the department.
• Set example for appropriate conduct in a service culture, expect same from staff.
• Make certain that the staff direct full attention to guests, and anticipate guests needs.
• Encourage staff to function independently, use good judgement and common sense within pre-defined guidelines.
• Ensure proper handling of phone calls according to scripts and guidelines, and display excellent phone etiquette.
• Develop terminology and script for staff to use and check for compliance.
• Review daily supply and equipment.
• Administer policies and procedures and ensure compliance.
• Submit required daily and monthly reports to Hotel Manager and other property management as requested.
• Supervise, review and improve service experience from arrival to departure, and ensure consistent superior service is delivered to each and every guest, every time.
• Effectively resolve customer complaints and de-escalate conflicts to the benefit of the guest, department and company; teach same to staff.
• Make improvements to process, procedure, training and staff skill to avoid repeat of errors.
• Display fiscal responsibility and accountability in managing labor and other resources.
• Role model to department staff, and other department employees and management.
• Must be willing and able to work a variety of day/night and weekend/holiday shifts.

Supervisory Responsibilities 

Directly supervises Front Desk, VIP, Concierge, and Front Services. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Must be familiar with or able to learn the hotel Property Management Systems. This will include but not be limited to properly book/cancel guest reservations, edit folio's, assign room among other daily task related to the Property management Systems.

Education and/or Experience 

One-year related experience and/or training; bachelor's degree (B.A.) from four-year college or university; or equivalent combination of experience and education. Working knowledge of Microsoft Suite.

Age Requirement

Must be at least 21 years of age.

Language Skills 

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  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 read computer screen, guest registration card and other documents.

Mathematical Skills 

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability 

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Certificates, Licenses, Registrations

Cache Creek Casino Resort Tribal Gaming License.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodations.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to sit; climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Must be able to identify guests at a distance, establish eye contact and service. Must be able to identify color codes on a computer screen and process accordingly.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job with or without reasonable accommodations.

While performing the duties of this job, the employee is frequently exposed to secondhand tobacco smoke. The employee is occasionally exposed to wet and/or humid conditions. The noise level in the work environment is usually moderate due to a busy, populated front lobby, phone and office equipment.

Apply to this job online.