Hotel Assistant Manager

Odawa Casino Resort

Job Description

Job Title:Hotel Assistant Manager

Reports To: Hotel Manager

Department:Hotel

Minimum Pay Rate:$25.00 per hour

Job Code:ASM

Pay Grade:HOTEL4

Date Written:08/22/2013

Revision Date:01/01/2024

Job Summary: Responsible for supporting the Hotel Manager with daily hotel operations and services. Responsible for ensuring guest satisfaction, responds to complaints and ensures hotel profitability. Operate with little supervision and act as resource to other levels for problem resolution.

Primary Duties & Responsibilities:

• Make recommendations to hire, terminate, promote, demote, transfer, provide training opportunities, recommend merit increases, evaluate performance, create and adjust performance standards, and provide for the fair and equitable treatment of all Team Members.
• Responsible for reviewing, revising, implementing and maintaining standards established for Odawa Hotel guest service standards.
• Recommends process and customer service improvements, innovative solutions, policy changes and/or major variations from established policy.
• Communicate to Hotel Manager variances from standards.
• Tend to all facets of hotel operations in the absence of the Hotel Manager.
• Greet all guests and Team Members in a friendly, open manner.
• Conducts oneself in a positive and professional manner, acting as a role model for all Team Members.
• Maintain knowledge of all current and upcoming promotions and events at Odawa Casino Resort.
• Promote Odawa Casino Resort marketing programs.
• Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees.
• Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions.
• Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situation.
• Use effective approaches for choosing a course of action or develop appropriate solutions to issues that may arise.
• Perform front desk clerk and end of day responsibilities.
• Promptly complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate.
• Verify credit cards for authorization using electronic acceptance methods.
• Handle cash, make change and balance an assigned house bank.
• Accept and record vouchers, traveler's checks and other forms of payment.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English language.
• Retrieve messages, input them into the computer, and communicate the content to the guest.
• Retrieve mail, small packages and facsimiles for customers as requested.
• Collaborate with the Housekeeping Department to coordinate daily maintenance and cleaning of guest rooms and all common areas of the hotel (except the Food and Beverage areas).
• Create schedules according to demand of the business.
• Assign and instruct front desk clerks and housekeepers in details of work.
• Maintain a sanitary, organized, safe and comfortable environment for Team Members and guests.
• Ensure completion of daily activities for assigned responsibilities, including required reports
• Implement and monitor the orientation program within the respective team, trains other employees in the assigned responsibilities and makes sure the respective policies are followed.
• Inventories and orders through Hotel Manager all supplies used in the department.
• Adhere to regulatory, departmental and company policies and procedures.
• Foster a culture of learning and development; support individual growth through continuous feedback to achieve personal and professional goals.
• Exhibits Leadership skills through continuous evaluation, guidance and encouragement.
• Attend all meetings as required.
• Complete all required training satisfactorily.
• Maintain the highest level of confidentiality at all times.
• Work at other properties as needed.
• Performs all other duties as assigned within the scope of the position.

Upholds Odawa Casino Mission statement in all aspects of position:

Mission:

We create excitement and memories.

Values:

We create a culture that provides:

1. A fun, rewarding, safe, and consistent environment for our Team Members.

2. A warm reception, welcoming environment, and friendly atmosphere.

3. An optimal entertainment experience through exceptional service.

4. Support for the Waganakising Odawak values through Wisdom, Love, Respect, Bravery, Honesty, Humility, and Truth.

5. A contribution and connection to the community.

System Access: Agilysys VisualOne, Synkros, MS Office Suite, Forms Database, ADP, ACWeb, and ATS

Preference: Applies to Native Americans in accordance with applicable tribal law.

Minimum Qualifications:

• Must have an Associate's degree in hospitality management or related field and two (2) years hotel manager/supervisor experience; or high school diploma or equivalent and five (5) years hotel manager/supervisor experience.
• One to two (1-2) years' experience with e-reservations/online reservation systems preferred.
• Must read, write and speak English fluently.
• Must have basic math skills.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Excellent computer skills, experience using Microsoft Office products or related software, and ability to quickly learn specialized software programs.
• Must be flexible with shifts and days off with the ability to work overtime, weekends, holidays, and special events, etc., as needed.
• You may be required to pass a skills assessment test to determine if you meet the minimum qualifications of the position.
• Must be able to obtain a gaming license in accordance with the regulations established by the LTBB Gaming Regulatory Commission and be able to serve in the position under any other applicable law.