Assistant Manager

Summary/Objective:The Assistant Travel Center Manager role is crucial in supporting the Travel Center Manager at Ute Mountain Casino Hotel's travel center. This position is integral in overseeing day-to-day operations across key areas such as fuel desk, housekeeping, concession, and customer service. A significant part of the role involves aiding in fuel pricing administration and retail management, ensuring operational efficiency and strong customer performance metric results. The Assistant Manager also plays an active role in staff management, including training and performance evaluations, and assists in financial management and marketing initiatives. 
The primary objective of the Assistant Travel Center Manager is to assist the Travel Center Manager with ensuring seamless and efficient travel center operations, with a strong focus on fuel pricing administration and effective retail management. The role aims to uphold high standards in customer service and operational excellence, support strategic marketing and sales efforts, and maintain compliance with regulatory standards. The Assistant Manager is expected to lead by example, fostering a positive work environment and adapting to evolving business needs, thereby contributing significantly to the overall success and profitability of the travel center.

Qualifications:General:

• Must be 21 years or older. Must have a valid driver's license.

Education:

• Associate’s degree (or higher) in business administration or a related field preferred.  
• Relevant experience may be substituted for higher education in some cases.

Certifications:No certifications are required for this role. 
Experience:

• At least 2 years of experience in retail, food service, or related experience is required. At least 1 year of leadership/supervisory experience preferred. 
• Relevant education may be substituted for experience in some cases.

Knowledge, Skills, and Abilities:Knowledge:

• Understanding of all travel center operations, including fuel, retail, customer service, etc.
• Familiarity with applicable tribal, state, and federal regulations as they pertain to travel center operations (e.g., safety, compliance, etc.)
• Working knowledge of financial and mathematical concepts necessary for accurate budget management, reporting, and analysis. 
• Basic understanding of marketing strategies and techniques, particularly in the context of retail and service industries. 
• Basic understanding of management concepts. 

 Skills:

• Strong communicative skills; ability to read, write, and speak English with correct spelling, grammar, syntax, structure and delivery. 
• Proficient in delivering exceptional customer service both in-person and over the phone, ensuring customer satisfaction and loyalty. 
• General teamwork and collaboration. 
• Skilled in the use of Microsoft Office Suite (Word, Excel, etc.) and other standard office equipment. 

 Abilities:

• Ability to identify and resolve issues swiftly and effectively, maintaining operational continuity, customer satisfaction, and a strong positive organizational image. 
• Ability to accurately conduct and execute fuel pricing administration procedures. 
• Ability to effectively implement and apply retail administration principles and procedures.
• Ability to motivate, train, coach, and manage a diverse team, fostering a positive work environment and culture.
• Capable of adapting to changing business needs, market trends, and other operational challenges. 
• Ability to apply financial and mathematical concepts to budgetary, inventory, and other duties in a consistent and accurate manner. 
• Ability to utilize and integrate relevant technological systems and tools to enhance operational efficiency and service delivery. 
• Proven ability to learn new programs/technology and to employ new abilities in everyday work.

Key Accountabilities:

• Operational Assistance: Assist the TC Manager by supporting the daily operations of the travel center, including fuel desk, housekeeping, concession, and general customer service operations. Set the example of providing an excellent customer experience by meeting and reinforcing the mission of courteous and friendly service; reinforce such behavior among staff. 
• Operational Management and Readiness: Assist and occasionally take the lead in fuel administration procedures. Assist and occasionally take the lead in managing retail, including, but not limited to, sales and product inventory. Assist and occasionally take the lead in the oversight and approval of products for fuel desk, food court, and any other travel center operations. 
• Staff/Personnel Management: Responsible for assisting and supporting the TC Manager in hiring, training, coaching, disciplining, and conducting performance reviews of all travel center employees. Assist in the supervision of shift managers and coordinate with other managers on maintenance, security, safety, and other issues that may arise. 
• Budget and Financial Management: If requested, assist with the preparation and management of the annual operating budget. When requested, attend budgetary meetings alongside the Travel Center Manager.  
• Marketing, Projections, and Sales: Assist the TC Manager in seeking out and executing strategies to meet or exceed sales targets. 
• Quality, Compliance, and Safety: Enforce and adhere to all regulatory and company policies. Maintain a clear understanding of customer service standards, regulatory compliance, and emergency preparedness procedures. Be prepared to train and evaluate staff on these concepts. 
• Communication and Planning: Maintain strong communication channels with the Travel Center Manager. Inform and update the TC Manager as necessary to ensure adherence to the mission. 

About Ute Mountain Casino Hotel:

Ute Mountain Casino Hotel (UMCH) is a tribal casino located in Towaoc, Colorado, just a 20 minute drive from Mesa Verde National Park. The property currently has 650 slots, 7 tables, 90 hotel rooms, 80 R.V. spaces, 2 travel centers, and a team-member population of 397.

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