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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POSITION SUMMARY

As a Hospitality Manager for the Hotel you are responsible for developing an environment that creates excitement for guests and employees, promoting and retaining a highly skilled work force. The supervisor also aids in coordinating and supervising the activities of the Hotel Front Desk, Limousine and Valet, Coffee Shop, and Retail personnel to ensure quality guest service and adherence to safety standards.

ESSENTIAL FUNCTIONS

• Deliver internal and external guest service to the standard of Penn Entertainment, by ensuring every interaction includes our Six Core Service Standards (Look Sharp, smile & greet the guest. Be friendly, polite & use courteous language. Provide especially timely & knowledgeable service; and then some! Always find solutions to guests’ problems. Use the guest’s name when appropriate. Thank the guest and invite him or her back.)
• Creates an atmosphere that drives guests to choose L’Auberge Baton Rouge as their casino/hotel of choice; responsible for actively building and retaining customer relations and acts as a mentor to employees in order to provide superior customer service.
• Trains, motivates, evaluates, supervises, and assists in hiring staff to ensure that employees receive adequate guidance and resources to accomplish established job requirements.
• Supervises and directs the guest check-in and check-out process and the provisions of transportation services to ensure that procedures are followed and that guests are helped quickly and in a courteous and safe manner according to L’Auberge Baton Rouge’s and Penn Entertainment standards.
• Ensures the needs of guests are being met and are consistent with the standards established by management. Attends to any guest complaints and requests as necessary and remains focused on quality guest services.
• Aids in maintaining accurate transportation vehicle schedule to ensure all trips have vehicles assigned to provide superior guest service.
• Oversees the daily activities of the Valet department during the shift to ensure the safe, smooth flow of traffic to and from the garage and support the meeting of quality customer service standards.
• Oversees the daily activities of the Bell Desk during the shift to ensure proper handling and flow of luggage, as well as safety of packages and personal belongings left with the front desk.
• Coordinates with PBX, Reservations, and Housekeeping to ensure guest satisfaction.
• Monitor equipment operations to ensure proper function; requests maintenance or revision as necessary.
• Monitor stock par levels to ensure adequate supply levels are maintained; prepares supply orders as necessary.

EDUCATION AND/OR EXPERIENCE REQUIREMENTS:

(Related education and experience may be interchangeable on a year for year basis)

• Minimum of 4 years of customer service experience
• Minimum of 2 years of management experience
• Demonstrated knowledge of hotel/resort, food & beverage, and/or casino operations

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

• Ability to review written reports and observe job performance of subordinates
• Ability to drive all company vehicles
• Ability to use a multi-line telephone
• Ability to move effectively and efficiently around work area
• May be required to work outdoors, in all weather conditions. Proper clothing is provided
• This position is, at times, subject to varying levels of crowds, noise and smoke, the severity of which depends upon customer volume
• Open availability, including nights, weekends, and holidays
• P&L responsibility
• Proficiency in creating and maintaining multiple staff schedules

JOB QULIFICATIONS:

• Knowledge of hospitality industry trends, best practices and regulations
• Proficiency in hospitality management systems, reservation software, Microsoft Office suite and other relevant applications
• A customer-centric mindset with a commitment to delivering outstanding customer service and a passion for creating memorable guest experiences
• Strong leadership and organizational skills to manage a diverse team and ensure smooth operations
• Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with guests, staff and vendors
• Ability to multitask, prioritize and work under pressure in a fast-paced environment

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