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Hotel Shift Manager

Yakima Legends Casino

Toppenish, Washington 98948
Job Status:
Full Time
  • Hospitality
Yakima Legends Casino
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Job Details

Job Description:

Provides high level of focus on guest satisfaction through building an exceptional front office department. Responsible for supervising/managing/overseeing the front office and front services functions.

SPECIFIC DUTIES PERFORMED:  This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.

  1. Assists the Hotel Manager in creating, developing and implementing an effective strategy of organization for the front office, back office and front services, ensuring maximum guest service and satisfaction.
  2. Assists with achieving budgeted revenues and expenses while maximizing profitability related to guest service.
  3. Assist with interviewing prospective new associates.
  4. Assisting with creating and modifying associate schedules.
  5. Participates and contributes in the preparation of the annual budgets.
  6. Assists in the management of room inventory function to maintain highest possible room occupancy and ADR.
  7. Maintains procedures for credit control, handling of financial transactions, security of revenues, guest security and emergency procedures.
  8. Guides and supports Front Desk Associates in daily responsibilities.
  9. Reviews guest complaints, ensuring corrective action is timely and effectively conveyed.
  10. Communicates with other departments to ensure proper handling of guests and groups.
  11. Maintains adequate staffing levels for the Front Desk area by interviewing, selecting, training, scheduling, evaluating, assisting with career development, promoting and disciplining as appropriate.
  12. Assists in the preparation of daily, weekly, monthly and quarterly occupancy and revenue forecasts.
  13. Review the performance, productivity and efficiency of associates including, but not limited to, periodic evaluations.
  14. Handles guest complaints and support all guest service programs.
  15. Understands and adheres to regulatory, department and company policies and procedures.
  16. Effectively and efficiently manage expenses, labor costs and staffing objectives while achieving highest guest satisfaction.
  17. Partakes and contributes in development, maintenance and management of training programs, guide and support front office associates in daily responsibilities. Responsible for initial front services Associate training, as well as ongoing staff training.
  18. Exhibits passion for the hospitality and gaming experience of our guests.
  19. Takes personal responsibility for delivering an excellent guest experience.
  20. Knows the overall property, the gaming offerings, and their locations.
  21. Builds relationships inside and outside of their department / team to improve ways of working and provide a great guest experience.
  22. Models for the team, a strong work ethic and is visible, available and present for the guest and their team.
  23. Identifies ways to improve workflows and processes to work smarter and increase efficiency.
  24. Proactively shares guest feedback with executive management and peers in the spirit of continuous improvement.
  25. Seeks to share and improve processes and workflows based on guest feedback.
  26. Finds ways to make good use of their strengths and talents.
  27. Embraces “Keys to Success” initiative to provide upward mobility to Yakama Tribal Members.


EXTENT OF JOB AUTHORITY:  Interacts effectively with the public and Team Members.  Provides excellent customer service at all times, directly supervisors and oversees all front office and front services employees, delivers upon established goals and objectives.   

MINIMUM EDUCATION REQUIRED FOR POSITION:  High school diploma or GED.  One to two years related experience and/or training; Bachelor's degree from a Four-Year College or university; or equivalent combination of education and experience.

PHYSICAL REQUIREMENTS:  Successful candidate is required to regularly talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Position holder will be required to monitor employee performance often through visual inspection. Position holder will be expected to be able to distinguish among varying levels of cleanliness and colors. 

SPECIFIC SKILLS/KNOWLEDGE/EXPERIENCE REQUIRED FOR POSITION: In order to be successful in this position candidate must have specific hospitality experience, working knowledge of PMS is required. Strong interpersonal spirit with a hands-on approach, “walking the talk.”  Strong communication and organizational skills and attention to detail are critical for success.  Previous supervisory experience is required.  Must know correct business English, including grammar, spelling, punctuation,