Hotel Operations Manager

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!

This position is responsible for the leadership and management of all functions in the Rooms Division areas, in accordance with hotel standards. Also, this position directs and manages Front Desk, PBX, and Reservations staff while ensuring quality service, guest satisfaction and the achievement/maintenance of company standards and profit maximization.

• Execute the short and long-term planning and day-to-day operations of the room division, front desk, and related areas.
• Implement and manage the division's annual budget and objectives to meet/exceed management expectations.
• Ensure that all guest needs, issues, comments and problems are addressed and resolved to ensure a quality experience and enhance future sales.
• Manage booking of all hotel reservations via telephone, facsimile, mail, reservation system, and Internet, to effectively maximize occupancy and revenue.
• Assist in overseeing the group rooms and pre-arrivals coordination process. Monitor their scheduling and productivity.
• Ensuring procedures are followed and proper controls are in place to minimize losses and expenses and maximize hotel profits.
• Prepare daily team member work schedules and supervisor schedules.
• Train, counsel, guide and instruct team members in proper performance of their duties.
• Administer all employee relations policies and enforce all company policies, procedures, rules and regulations.
• Create various reports as necessary and attend/hold regular meetings.
• May perform marketing-related duties, issue comps, and etc.
• Other job-related duties as assigned.

• Associate Degree or equivalent work experience or combination of college level studies and work experience required.
• Minimum 3 (three) years experience in hotel operations and previous supervisory and customer service experience required.
• Ability to exercise judgment and diplomacy in a wide variety of public contact situations
• Ability to meet/exceed guest needs and resolve complaints
• Ability to communicate effectively with guests, team members and guests at all levels of the organization (extremely articulate)
• Ability to meet deadlines, work under pressure, multi-tasks and work independently
• Understand and comply with all company and departmental rules and regulations, policies and procedures
• Skill in establishing and maintaining effective working relationships with team members and guests
• Ability to read, write, and communicate verbally in English
• Ability to perform intermediate math
• Must have a working knowledge of Microsoft Office and ability to learn new software
• Knowledge of appropriate union contracts

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