Front Office Manager

Introduction Overview 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. Click HERE to discover how we empower team members to grow, thrive, and advance in their careers. Responsibilities Leads, coaches, and develops front Office team members through onboarding, ongoing training, recognition, feedback, and consistent enforcement of service and policy standards. Fosters a high-engagement, service-driven culture by reinforcing customer service expectations, recognition programs, and clear communication across shifts. Manages staffing levels and schedules to balance labor efficiency with guest service needs and provides operational coverage when required. Oversee daily front Office operations, including check-ins, check-outs, room assignments, payment processing, folio accuracy, and guest account management. Manages arrival, departure, and VIP activity, ensuring room readiness through close coordination with Housekeeping, Facilities, and other operational teams. Delivers polished, Four-Diamond‑level service by resolving guest inquiries, complaints, and escalations using sound judgment and established service recovery practices. Maintains front office readiness by ensuring cleanliness, organization, and effective use of front office systems, PMS tools, reporting platforms, and guest communication channels. Effectively manages complex situations, including overbooking, guest disputes, service failures, and emergency responses, while prioritizing guest safety and satisfaction. Ensures accurate posting of charges, financial adjustments, group folios, house accounts, and confidential guest information in accordance with internal controls. Oversees cash handling, PCI compliance, credit procedures, key control, data privacy, and audit readiness while maintaining accurate records and documentation. Supports revenue optimization through upselling initiatives, strategic room assignments, and alignment with daily selling and occupancy strategies. Assists with budget planning, labor forecasting, expense monitoring, and variance management in partnership with hotel leadership and accounting teams. Supports the month-end close by reconciling front office revenue, reviewing adjustments and allowances, and submitting required documentation. Serves as the primary hotel liaison for valet operations, coordinating with third‑party providers to ensure smooth arrivals, departures, and issue resolution. Upholds safety, security, emergency, compliance, and regulatory requirements while reporting potential risks, fraud, or concerns through proper channels. Performs additional duties as assigned. Supervisory Responsibilities Interview, hire, schedule, train, and develop team members. Plan, assign, and direct daily work; adjust schedules to support business needs. Conduct performance evaluations, provide coaching, and administer discipline when necessary. Lead recognition programs to maximize engagement and maintain a positive work environment. Establish work procedures, expedite workflow, and ensure consistent service execution. Requirements Must be at least 21 years of age. A bachelor’s degree in hospitality, Business, or a related field is preferred, along with one to two years of hotel supervisory experience; experience in front office management or luxury/AAA Four-Diamond hotels is highly desirable. Candidates must be able to work a flexible schedule, including weekends, holidays, and varying shifts based on operational needs. Ability to read, analyze, and interpret business documents, reports, and regulatory materials. Strong written communication skills for reports, correspondence, and procedure documentation. Strong presentation and communication skills with the ability to interact with guests, team members, leadership, and the general public. Ability to resolve conflicts with diplomacy, patience, and professionalism. Proficient math skills, including the ability to compute rates, percentages, ratios, and metrics. Proficiency in Microsoft Office applications (Excel, Word, Outlook) and hotel PMS systems. Ability to multitask, prioritize, and perform effectively in a fast-paced, high-pressure environment. Ability to maintain confidentiality and uphold company values at all times. #J-18808-Ljbffr