Hotel Asst. Shift ManagerPENN Entertainment

• Responsible for supervising staff and the overall daily management of a designated shift. Supports, administers and manages operational goals and monitors achievement of performance and guest service objectives.
• Assists in creating effective and efficient schedules while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
• Responsible for assisting in the budget process for the department and providing recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise.
• Ensures that guest rooms are well maintained and in proper repair.
• Oversees daily cleaning of occupied rooms and preparation of rooms for new check-ins.
• Maintains adequate inventory of all housekeeping supplies, linens, guest room amenities and operating equipment.
• Ensures that linens and supplies are tracked and accounted for daily.
• Monitors and maintains cleanliness standards throughout guest rooms, public areas, storage rooms and hotel service areas.
• Expedites and oversees special requests from the Front Desk and hotel guests.
• Monitors, maintains and makes recommendations on the level of cleanliness in hotel rooms and public spaces.
• Inspects vacant rooms, occupied rooms and public areas to ensure housekeeping specifications and cleanliness standards are achieved.
• Reports maintenance deficiencies and ensures protection of hotel assets from possible damage.
• Monitors team member appearance, carts, equipment and cleaning supplies. Ensures storerooms are properly stocked with linens and supplies.
• Assists with management of daily arrivals and departures within the hotel reservation system on assigned shift.
• Answers inquiries pertaining to hotel policies, services and amenities and resolves guest complaints while supporting all guest service programs on assigned shift.
• Assists with posting charges and settling guest folios, when applicable, on assigned shift.
• Coordinates room status, room availability and guest requests between Front Desk and Housekeeping operations to maximize occupancy and guest satisfaction.(Adapted from both positions.
• Addresses and manages routine concerns, grievances and operational issues from team members on assigned shift.
• Responsible for ensuring compliance with all regulatory requirements within area of responsibility and reporting potential issues to management.
• Maintains strict confidentiality in all departmental and company matters.

SUPERVISORY RESPONSIBILITIES

This job has supervisory responsibilities.

• Responsible for supervising Hotel Housekeeping and Front Desk staff during an assigned shift.
• Assists with staff development and training programs.
• Assists with employee engagement and recognition initiatives.
• Provides day-to-day coaching and feedback to team members regarding performance and service standards.
• Provides recommendation for staffing and scheduling to meet business needs.
• Plans, assigns and directs work to ensure operational and guest service objectives are achieved.
• Manages work procedures and expedites workflow.
• Provides recommendation regarding employee performance, coaching, counseling and disciplinary action.
• Assists with onboarding and training of newly hired team members.