Assistant Hotel Manager (Potawatomi Carter)

Location: Wabeno, WI

GENERAL SUMMARY

Promote and maintain the utmost integrity and the highest caliber of guest service to all guest within the Hotel operation. Is responsible for supporting the Hotel Manager with the daily hotel operations and services, in alignment with the objectives and goals of the company, and in full accordance with all company policies.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Establish and maintain maximum operational efficiency of the front desk and guest room services.
•  Ability to effectively deal with internal/external guests and to identify and resolve guest concerns, keeping the Hotel Manager, GM and AGM informed.
• Ensure guest service of the highest quality obtainable.
• Remain calm and alert especially during emergency situations and/or heavy hotel activity, serving as a leader and role model for other Team Members.  Resolve guest concerns and complaints by conducting thorough investigations and determining the most effective solutions.  Make decisions and take actions based on previous experience and good judgment revising procedures to accommodate unusual situations when required.
• Assist the Hotel Manager in setting challenging but realistic goals for the front desk and room services.
• Communicate effectively both verbally and in writing to provide clear direction to staff.
• Directly supervise front desk and guest room service Team Members.  Communicate daily objectives to ensure expectations are understood and fulfilled.  Observe staff performance and create a work environment that fosters the professional development and growth of Team Members
• Assists the Hotel Manager in managing staff in all aspects including, but not limited to, applicant interviews; departmental transfers, suspensions, promotions, evaluations, assignments, training issues and terminations, ensuring that disciplinary actions are implemented in a fair and consistent manner.
• Responsible for proper scheduling, delegating job assignments and managing the work environment to ensure maximum efficiency while maintaining the highest quality guest service and keep payroll costs within budgeted guidelines.
• Participates in special projects.  Serve as "manager on duty" in absence of the Manager assisting staff with their job functions during peak periods.
• Ability to provide clear direction, instruction and guidance.  Assist the Hotel Manager in conducting Team Member trainings and meetings to ensure timely and effective communication.
• Regularly review and evaluate job performance of front desk and guest room Team Members to take the necessary steps to resolve unsatisfactory results or conditions.
• Write and maintain daily operational procedures.
• Ability to organize and prioritize work in order to meet deadlines.  Complete all reports and projects in a timely manner.
• Requisition supplies for guest rooms.
• Complete required monthly inventories.
• Maintain the integrity of the Hotel.
• Promote team work and quality service through daily communication and coordination with other departments. Recognize the interdependencies that exist and the impact of actions and decisions on other departments.
• Keep current with industry trends and technology to help maintain the company's competitive edge.
• Assist in the development and implementation of training manuals.
• Attend meetings and training as required by departmental needs.
• Participate in special projects and all other duties requested by the Hotel Manager, General Manager, or Assistant General Manager

JOB QUALIFICATIONS

• Bachelor's Degree in hospitality Management or related field preferred, or minimum of 4 years of related experience required.
• Two-year minimum verifiable supervisory experience is required.
• Ability to uphold complete confidentiality is required.
• Must work well with people, and possess excellent guest service skills and sensitivity to diverse cultures.
• Ability to delegate responsibilities, organize projects, and establish priorities consistent with hotel objectives is required.
• Ability to make sound judgments and solve problems is required.
• Must be a self-starter, and be self-motivated.
• Ability to direct multiple projects at one time is required.
• Ability to defuse problem situations is required.
• Advanced computer experience is required.
• Must possess strong reading and math skills, along with strong written and oral communication skills.
• Must be available to work long hours and flexible schedules when needed.
• Must be willing and able to attend/travel to training, seminars and meetings, as requested, both on- and offsite, including possible attendance during unscheduled hours.
• Must display professionalism when representing PCCH and the Hotel.
• Excellent organizational skills and ability to maintain accuracy is required.
• Ability to maintain a professional demeanor in stressful situations is necessary.

• Must obtain and maintain Gaming License issued by Forest County Potawatomi Gaming Commission.

Disclaimer

This job description describes the general nature and level of work performed by the Team Member assigned to this position.  It does not state or imply that these are the only duties and responsibilities assigned to the job.  The Team Member may be required to perform other job-related duties as requested by their supervisor(s).  All requirements are subject to change over time and to possible modification to reasonably accommodate individuals with a disability.