Hotel Front Office Manager

WE'RE CHANGING ENTERTAINMENT. COME JOIN US.

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!

WE LOVE OUR WORK.

Guest Experience

• Ensure consistent delivery of exceptional guest service and hospitality standards.
• Resolve guest concerns and service recovery situations promptly and professionally.
• Monitor guest satisfaction scores, online reviews, and feedback to identify opportunities for improvement.
• Promote loyalty program enrollment and guest retention initiatives.

Operational Leadership

• Oversee all daily Front Office operations, including arrivals, departures, room assignments, cash handling, and night audit processes.
• Maintain efficient hotel occupancy management and room inventory controls.
• Ensure compliance with company policies, brand standards, and gaming regulations.
• Manage guest requests and service recovery efforts through approved tracking systems.
• Collaborate with Housekeeping to ensure accurate room status and readiness.

Financial Management

• Develop and manage departmental budgets.
• Control labor costs through effective scheduling and staffing practices.
• Monitor departmental expenses and implement cost-control measures.
• Identify opportunities to maximize hotel revenue through upselling and occupancy strategies.
• Attend revenue management meetings regularly to ensure proper hotel rate strategies execution to maximize occupancy and revenue potential.
• Review daily, weekly, and monthly operational and financial reports.

Leadership and Team Development

• Recruit, interview, hire, coach, and develop Front Office team members.
• Conduct performance evaluations and provide timely feedback.
• Create development plans and succession planning for key positions.
• Ensure ongoing training, compliance training, and service excellence initiatives are completed.
• Review and update departmental training material regularly
• Foster a culture of accountability, recognition, teamwork, and engagement.
• Create monthly departmental communications

Compliance and Administration

• • Maintain accurate payroll, attendance, scheduling, and personnel records.
  • Ensure compliance with federal, state, and local employment laws.
  • Maintain proper cash handling, auditing, and internal control procedures.
  • Participate in property leadership meetings and operational planning sessions.
  • Prepare departmental reports and presentations as required.

BRING US YOUR BEST.

Education: Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred; or equivalent experience.
Experience: Minimum of 5 years of hotel front office experience with at least 2-3 years in a leadership role. Full-service hotel, resort, or casino experience preferred.
Skills: Strong leadership, guest service, communication, problem-solving, and team development abilities. Proficient in hotel property management systems and Microsoft Office, with the ability to manage operations, financial performance, and employee development in a fast-paced environment.
Licensing: Must be able to obtain and maintain a Colorado Support Gaming License.

STAY IN THE GAME. FOLLOW US.

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.


We're changing entertainment. Follow us.

Equal Opportunity Employer

STARTING SALARY

$72k to $80k based on experience