Director of Hotel Operations

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. 

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The Director of Hotel Operations is responsible for developing an environment that creates excitement for guests and team members, promoting and retaining a highly skilled work force.  The incumbent is also responsible for achieving hotel revenue goals and directing and managing the day-to-day operations of the hotel, including front desk services, housekeeping, guest services and reservations, telecommunications, and room service. The position is responsible for short and long term planning and day-to-day operations of hotel sales. Recommend the marketing, advertising, and sales plans and programs; execute such plans and programs. The incumbent will continually enhance relationships to provide optimal returns with corporate and leisure business, travel agents, consortiums, and the local community.

1. Hires, trains, motivates, evaluates, and directs hotel management teamin order to ensure that team members receive adequate guidance and resources to accomplish established objectives.
2. Monitors and evaluates all department daily activities, including hotel sales, front office, telecommunications, reservations, room service and gift shop to ensure the successful operation of the hotel facility and amenities.
3. Establishes department standards, guidelines, and objectives, and oversees other administrative processes such as budget and staffing to ensure proper planning and efficient operation of hotel.
4. Evaluates hotel performance by compiling statistics such as occupancy and labor reports and guest satisfaction questionnaire in order to implement necessary changes to ensure the most successful operation of hotel services and adherence to company objectives.
5. Prepare, analyze and review forecasts, statements and reports to determine if the plans and programs are producing the optimal amount of revenue. Actively solicit potential business via phone, electronic distribution, and in person to organizations, businesses, professional market segments, travel agents, consortium and local community. Ensure hotels sales leads are completed in a timely manner.
6. Survey, review and analyze competition, market trends, business reports, along with customer needs and comments in order to develop new plans and programs and determine the potency of current plans and programs.
7. Develop, recommend, implement, and manage the advertising, public relations, marketing & sales plans and programs for hotel to maximize rate, occupancy and food & beverage opportunities thus ensuring the hotel meets/exceeds management revenue/profit goals and expectations.
8. Makes recommendations for major operation changes such as establishing room rate and changing of services in order to help guide the property towards achievement of objectives.

JOB QUALIFICATIONS:

Thorough knowledge of Hotel Sales, Front Desk, Housekeeping, PBX, Valet, and Bell Desk operations.

Ability to work with Marketing and Advertising functions in developing, implementing, and meeting established financial goals.

Proven ability to hire and motivate all levels of team members.

These skills and abilities are typically acquired through the completion of a Bachelor’s degree in Hotel Management or related field in addition to five years’ upper management experience in hotel operations, and/or through the completion of a high school education or equivalent and ten years’ progressive hotel management experience.  Prior experience in managing a 500+ room operation in a hotel/casino environment highly preferred.

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