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 a 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. 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. Responsibilities Direct the overall operations and staff of the hotel; act as a strategic leader with responsibility for all aspects of the operation. Develop, implement and manage operational goals and monitor performance and profit objectives. Ensure scheduling is effective and efficient, manage labor costs, meet staffing objectives, and achieve guest satisfaction. Prepare, monitor, and adhere to budgets; ensure compliance with departmental budget initiatives. Report budget concerns or deviations to Executive Management/GM. Support and promote superior customer service in accordance with department and company standards; ensure service standards are followed and address issues as they arise. Lead the department toward achieving customer service goals. Collaborate with department leaders to establish and achieve operational goals, budgets, and performance metrics. Monitor key performance indicators (KPIs) such as guest satisfaction scores, occupancy, ADR, RevPAR, and departmental costs. Drive initiatives focused on continuous improvement, service excellence, and employee engagement. Make final decisions pertaining to hotel policies and services and resolve guest complaints while supporting all customer service programs. Work closely with Marketing to drive occupancy and maximize revenue for all hotel operations. Make final decisions for financial activities of the hotel such as setting room rates and policies/procedures. Ensure compliance with all regulatory requirements within the area of responsibility and report potential issues to Executive Management/GM. Maintain strict confidentiality in all departmental and company matters. SUPERVISORY RESPONSIBILITIES Staff development and training programs Rewards and recognition programs to maximize employee engagement Evaluate team members and provide constructive performance feedback Determine staffing (interviews, hiring) and scheduling to meet business needs Determine work procedures and expedite workflow Employee performance management (disciplining, coaching, counseling) 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 a 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. 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. 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 English may also be required. REASONING ABILITY Ability to apply common sense 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 include close vision, color vision, and peripheral vision. The employee must regularly lift and/or move up to 10 pounds, frequently 25 pounds, and occasionally up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance 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 secondhand tobacco smoke. #J-18808-Ljbffr