Director of Hotel Operations

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 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. Responsibilities 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. Ensures 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; ensures compliance to departmental budget initiatives; reports budget concerns/deviations to Executive Management/GM. Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with departmental 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 departmental customer service goals. Makes final decisions pertaining to Hotel policies and services and resolves guest complaints while supporting all customer service programs. Works closely with Marketing to drive occupancy and maximize revenue for all Hotel operations. Makes final decisions for financial activities of Hotel such as setting room rates and establishing policies/procedures. Responsible for ensuring regulatory compliance within area of authority and reporting potential issues to Executive Management/GM. Maintains strict confidentiality in all departmental and company matters. Requirements Bachelor's degree in Hotel Management or related field from four‑year college or university required; or five to ten years of related experience and/or training; or equivalent combination of education and experience. Minimum five (5) years of experience in Hotel Management. Must be proficient in Microsoft Office applications (Excel, Word, Outlook, etc.) and in hotel software. Must have excellent written and verbal communication skills; must be fluent and literate in English. Ability to maintain a high level of confidentiality and professionalism. Must have the ability to interact with guests, staff, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Must have excellent customer service and interpersonal skills. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to work collaboratively and communicate effectively with team members at all levels of the organization. #J-18808-Ljbffr