HCVR Shift Manager, Sunrise Hotel

Harrah’s Cherokee Casino Resort Position Description

POSITION TITLE: Shift Manager, Sunrise Hotel

DIVISION: Hotel

DEPARTMENT: Hotel Front Office, Hotel Tower IV Front Desk

GRADE/FLSA STATUS: S17 – Exempt

BADGE TYPE/COLOR: Key--Blue

REPORTS TO: Manager, Front Office

SUPERVISES: Dual Rate Front Desk Clerk, Front Desk Clerk, Room Attendant, Houseperson, Front Service Attendant, Valet Parker, Shuttle Bus Driver, Valet Ticket Issuer

JOB SUMMARY: Manages the sunrise shift daily operation of the Hotel Division to achieve guest satisfaction and quality service while assuring compliance with policies and standard operating procedures. Empowered as the Manager on Duty for the Hotel Division while on shift. Assist in monitoring and controlling daily revenues and expenses.

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide extraordinary levels of guest service

• Communicate in a professional and courteous manner through multiple first and third-party guest platforms

• Resolve guest issues quickly and thoroughly using creative problem-solving and guest service skills

• Possess strong knowledge of hotel operations and the ability to answer any Team Member's questions concerning their jobs

• Ensure the VIP welcome area is well stocked and clean for VIP arrivals. Assist our very best guests in the VIP welcome area with the highest level of service

• Build Team Member schedules to balance the variety of needs of multiple Team Members while ensuring that the needs of the business are also met

• Stay up-to-date and knowledgeable about the hotel, property, and promotional events

• Adhere to all regulatory, company, and department policies/procedures ethically

• Establish and endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values

Technical

• Utilize overbook capabilities and evaluate guest information to ensure hotel maximization based on qualifying criteria

• Monitor third-party systems for efficiency and proactively address any issues

• Complete guest billing accurately and communicate and explain charges to our guests

• Research and resolve guest billing disputes and communicate the resolution to guests

• Quickly and accurately build, correct, and locate guest reservations

• Quickly and accurately check-in/out guests and assist with other room status changes as needed

• Conduct cash transactions with a bank of funds and ensure the security and accuracy of funds

• Assist guests with transactions using the express check-in/out kiosks

• Perform basic troubleshooting and maintenance with the express check-in/out kiosk

• Utilize the key system for reporting upon request by other departments

• Create users in the key system with accurate access to needed functions

• Create and verify the integrity of administrative keys in the key system

• Generate and analyze reporting to improve guest satisfaction and efficiency

• Utilize reporting to augment decision-making regarding guest assignments

• Build and maintain user accounts in a safe and secure manner

• Ensure payroll reporting is complete and accurate

• Track Team Member attendance while ensuring the needs of the business are covered

Overnight

• Monitor the business to ensure internal controls are followed, correct instances in which internal controls are notfollowed by addressing with Team Members, and complete required gaming notifications

• Maintain the exceptions database by ensuring the accuracy and timeliness of the internal control infractions

• Ensuring the execution of all night audit and sunrise established SOPs

• Reconciling Services Recoveries daily

• NOR-1 Discrepancies

• Training Sunrise Team Members on Night Audit Duties

• Verify the integrity of the room rack and adjust reservations throughout the shift to balance both guest requests and hotel capacity

• Verify rooms placed out of service for accuracy to maximize occupancy

• Verify rooms placed off the market for accuracy to maximize occupancy

• Verify the integrity and accuracy of room information in the system. Modify the hotel system to ensure all room information is accurate and up to date

• Update Hotel Portal with current content and important communication

• Monitor equipment reliability and input service orders to correct deficiencies

• Establish, order, and monitor inventory and par levels

• Manager on Duty for the Hotel on the sunrise shift

Soft Skills

• Coordinate job activities with Housekeeping and Casino Marketing to oversee timely guest check-in/out, ensuring 100% guest satisfaction

• Ensure service standards are met by all Front Desk, Valet, Housekeeping, and Front Services Team Members

• Supervise the daily operations of the Front Desk, Valet, Housekeeping, and Front Services Team Members

• Assign and oversee the duties of the Front Desk, Valet, Housekeeping, and Front Services Team Members

• Maintain accurate work journal histories, provide positive and motivating coaching/feedback, and complete performance appraisals in a timely manner

• Coordinate VIP arrivals, ensuring all arrangements have been made prior to arrival

• Resolve guest problems/complaints in an effective, friendly, courteous, and professional manner to ensure guest satisfaction

• Responsible for or actively participates in the initiation of personnel actions, including but not limited to interviews, training, candidate selection, terminations, performance reviews, promotions, transfers, and disciplinary actions

• Exhibit sound decision-making with an emphasis on motivating the team and maintaining high morale

• Provide continuous positive coaching for the development of Team Members and appropriate corrective action when necessary

• Ensure timely and accurate performance appraisals and accurate work history entries

• Perform other tasks as assigned by the supervisor or manager

MINIMUM QUALIFICATIONS:

• A high school diploma or GED is required

• An associate's degree from an accredited educational institution or related field is preferred

• Two years of hotel supervisory experience or 3 years of hotel dual rate supervisory experience is required

• One year of Night Audit experience is preferred

• Advanced LMS skills are required
• Knowledge of the Amadeus/REX/Hotsos System

• Must demonstrate the following essential knowledge and skills:

• Excellent interpersonal skills

• Excellent oral and written communication skills

• Must be able to lead and motivate others effectively

• Documented teamwork behaviors and attitudes

• Self-starter; must work without close supervision with knowledge in all areas of guest service

• Ability to handle multiple priorities in a fast-paced environment

• Proficient in the use of Windows-based office software, including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook

• *Knowledge of HTML and Microsoft SharePoint

  *Not required at time of hire; may be learned in the probationary period agreed upon at the time of hire

PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:

• Must be able to stoop, bend, reach, kneel, twist, and grip items

• Must be able to respond to visual and aural cues

• Must be able to read, write, speak, and understand English

• Must be able to work in a small, shared office space

• Must be able to lift up to 25 pounds and carry 5 pounds

• Must be physically mobile with reasonable accommodations

• Must be able to operate in mentally and physically stressful situations

• Must be able to multitask and manage competing priorities

• Must be able to work independently with minimal to no supervision

• Must have manual dexterity and coordination to operate office equipment, computers, fax machines, and photocopiers

• Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality, including second-hand smoke

• Must be able to work a flexible schedule, including weekends, evenings, and holidays

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job. Harrah’s Cherokee Casino Resort reserves the right to change the above job description whenever necessary. 6.13.25