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 coworkers 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.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

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The Director of Hotel Operations is responsible for overseeing and managing all aspects of hotel operations, ensuring exceptional guest service, operational efficiency, and financial performance. This role provides leadership to front desk, housekeeping, reservations, guest services, and other hotel-related departments while aligning operations with the property’s vision, values, and service standards. 

The following and other duties may be assigned as necessary: 

• Responsible for directing the overall operations and staff of the Hotel; functions as a strategic leader of the hotel with responsibility for all aspects of the operation.  Develops, implements and manages operational goals and monitors achievements of performance and profit objectives. 

• Ensure that scheduling is done in an effective and efficient manner, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction. 

• Responsible for preparing, monitoring and adhering to budgets and ensuring compliance to departmental budget initiatives. Reports budget concerns / deviations to the Executive Management / GM. 

• 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.   

• Collaborate with department leaders to establish and achieve operational goals, budgets, and performance metrics. 

• Monitor key performance indicators (KPIs), including guest satisfaction scores, occupancy, ADR, RevPAR, and departmental costs. 

• Drive initiatives focused on continuous improvement, service excellence, and employee engagement. 

• Makes final decisions pertaining to hotel policies and services, and resolve occupants’ complaints while supporting all customer service programs. 

• Works closely with Marketing to drive occupancy and maximized revenue for all Hotel operations.   

• Makes final decisions for financial activities of Hotel such as setting room rates and policies/procedures. 

• 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. 

QUALIFICATION REQUIREMENTS   

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. 

• Bachelor's degree (B. A.) from four-year college or university; or five to ten years related experience and/or training; or equivalent combination of education and experience.   

• Minimum of five years’ experience in hotel management.  

• Must be proficient in Microsoft applications (Excel, Access, and Word) and in hotel software.   

• Ability to read and comprehend simple instructions, short correspondence, and memos. 

• Ability to write simple correspondence. 

• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.  

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). 

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 apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. 

CERTIFICATES, LICENSES, REGISTRATIONS 

Employee must be able to qualify for licenses and permits required by federal, state and local regulations. 

Must obtain a First Aid/AED certification.  Must successfully complete C.A.R.E or TIPS training. 

Must possess a valid driver’s license and have acceptable driving history as determined by Penn National Gaming’s auto insurance carrier. 

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. 

Employee could be exposed to an environment containing unrestricted second hand tobacco smoke. 

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Equal Opportunity Employer