Assistant Front Office Manager

Job ID
2023-113871
Property
Hollywood Casino Lawrenceburg
Location
US-IN-Lawrenceburg
Type
Regular Full-Time
Category
Hotel Operations & Retail

WE’RE CHANGING ENTERTAINMENT. COME JOIN US.

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We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of co-workers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities. 

 

Click HERE to learn more about our Day 1 Benefits, 401k Program, Company Perks, Career Opportunities, Advancement Programs, Scholarships and more!

WE LOVE OUR WORK.

ESSENTIAL RESPONSIBILITIES:

  • Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.
  • Provides direction for Hotel/Reservations supervisory staff.
  • Addresses and manages complaints, grievances or concerns from team members.
  • Responsible for supervising and managing staff for the Front Desk and Reservations. Develops, implements and manages operational goals and monitors achievements of performance and profit objectives.
  • Create effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
  • Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.
  • Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise.  Responsible for the overall achievement of department customer service goals.   
  • Responsible for management of daily arrivals and departures in reservation system.
  • Answers inquiries pertaining to hotel policies and services and resolve occupants’ complaints while supporting all customer service programs.
  • Responsible for posting charges, and settling of folios for individuals and groups, if applicable.
  • Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM.
  • Maintains strict confidentiality in all departmental and company matters.

 

SUPERVISORY RESPONSIBILITIES:

This job has supervisory responsibilities.

  • Responsible for staff development and training programs.
  • Responsible for rewards and recognition program to maximize employee engagement.
  • Evaluates team members within department and delivers constructive feedback to employees in regards to performance.
  • Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
  • Determines work procedures and expedites workflow.
  • Responsible for employee performance (disciplining, coaching, counseling).

BRING US YOUR BEST.

QUALIFICATIONS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

  • Associates Degree (A. A.) in hotel, tourism, or hospitality (or related field); or one to two years related experience and/or training; or equivalent combination of education and experience.
  • Ability to write reports and business correspondence.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
  • Must be proficient in Microsoft applications (Excel, Work, and Outlook).
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
  • Knowledge of hotel system software.

LANGUAGE SKILLS:

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required.

 

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

 

CERTIFICATIONS, LICENSES, REGISTRATIONS:

Team/cast member must be able to qualify for licenses and permits required by federal, state, and local regulations.

 

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.

 

The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

 

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

STAY IN THE GAME. FOLLOW US.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via ESPN BET™ and theScore Bet Sportsbook and Casino®.

 

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet. 

 

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Equal Opportunity Employer

 

 

 

 

 

 

 

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