Hotel Front Office Shift Manager

Montgomery, AL, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Training and Development

Paid holidays

Job Description

Wind Creek Hospitality is a renowned casino and hotel operator known for its commitment to delivering exceptional service and entertainment to guests. The company prides itself on creating a vibrant and welcoming environment where guests can enjoy a unique blend of fun, chance, and community. With a focus on maintaining AAA Four Diamond standards, Wind Creek Hospitality emphasizes high-quality customer experiences and operational excellence. Located in Montgomery, the establishment operates within a dynamic hospitality industry, integrating the excitement of casino gaming with premium hotel services. As a full-time employer, Wind Creek Hospitality is dedicated to fostering an inclusive workplace where diversity is respected and valued, including adherence to Native American Indian preference in hiring and maintaining a drug-free workforce.

The role of Hotel Front Office Shift Manager at Wind Creek Hospitality is pivotal to ensuring smooth daily operations within the Front Desk and Front Services departments. This position involves overseeing front office staff, managing labor costs, and upholding AAA Four Diamond service standards to meet and exceed guest expectations consistently. The shift manager plays a critical role in employee relations, including scheduling, performance evaluation, coaching, and discipline where necessary. In addition to operational management, this role requires active participation in recruitment, training, and development of staff, fostering a motivated and capable team.

The Hotel Front Office Shift Manager is expected to be an ambassador of the company’s core values, demonstrating exemplary guest service skills and acting as a role model for the team. The position demands flexibility with shift hours, currently set from 1:30 pm to 10:00 pm but subject to change based on business needs, and a willingness to work nights, weekends, and holidays as required. Technical proficiency is also essential, including strong skills in Microsoft Word and Excel, the ability to pass typing, math, and writing tests, and competence in using hotel management software such as Opera.

In this role, the manager will also handle administrative tasks such as authorizing paid time off, administering payroll, conducting market research for rate development, and assisting with procurement of operating supplies and equipment. The Hotel Front Office Shift Manager contributes significantly to the overall guest experience by empowering team members to resolve complaints and fostering a safe, efficient work environment. This position requires a balance of leadership, operational expertise, and a genuine passion for hospitality service excellence within a Four-Diamond caliber casino-hotel setting.

Job Requirements

High School diploma or GED
Bachelor’s Degree in related field and two years supervisory experience
or four years experience in a management position
or three years experience in a supervisory position with Wind Creek Hospitality
must successfully pass a timed math skills test
proficient skills with Microsoft Word and Excel with a required passing score of 70 percent or above
must be able to type 25 words per minute minimum
excellent writing skills
must successfully pass job interview including 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
willingness to work odd and irregular hours including nights, weekends, and holidays
willingness to travel and participate in recommended or required training
must have a Tribal Gaming License or the ability to obtain and maintain one
must have willingness and ability to work in a smoke/secondary smoke environment

Job Qualifications

High School diploma or GED
Bachelor’s Degree in related field and two years supervisory experience
or four years experience in a management position
or three years experience in a supervisory position with Wind Creek Hospitality
proficient skills with Microsoft Word and Excel
must be able to type 25 words per minute minimum
excellent writing skills
proven track record of successful supervisory or management experience in Four-Diamond-Caliber Casino-Hotel or Resort Hotel strongly preferred
experience with Microsoft Office
ability to create detailed excel spreadsheets
able to create executive summaries and statistical reports including graphs and charts
must successfully pass job interview including a guest service audition
willingness and ability to work in a smoke/secondary smoke environment

Job Duties

Schedules employees to ensure excellent level of service to the customer while maintaining and controlling labor costs
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 service 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
recruits hotel staff, screens applicants and conducts auditions for employment
conducts market research and collects data pertaining to rates and pricing
develops rate strategies in Opera system
assists in the development and training of departmental policies and procedures
promotes job safety to limit accidents and injuries
performs other duties and responsibilities as assigned