Assistant Hotel Operations Manager

				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. 

Click HERE to learn more about our Day 1 Benefits, 401k Program, Company Perks, Career Opportunities, Advancement Programs, Scholarships and more!

Responsibilities:

* Responsible for the efficient operation of the Front Office/Bellmen, Gift Shop, and Housekeeping department, ensuring 100% guest satisfaction.
* Works closely with the Front Office staff, Bellmen, Housekeeping Team, and other related areas.
* Serves as a leader for Team Members while fostering teamwork, morale, motivation and open communication.
* Coaches and develops team members using a consistent and approachable demeanor while clearly articulating expectations.
* Strives to improve and streamline departmental operations through the continuous assessment of policies and procedures, work processes and program effectiveness/value.
* Allocates resources to areas that create value to our guests and Ameristar.
* Endorses business objectives, ethics and values of Ameristar.
* Resolves guest's complaints relating to all areas of the Hotel including Front Office, Housekeeping, and departments as assigned in a timely, courteous, and effective manner.
* Implements arrangements for all Casino and VIP guests such as room inspections, pre-registration and VIP treatment.
* Maintains strict confidentiality in all departmental and company matters.
* Enters information via VR & Kronos for payroll processing.
* Through forecasting, works to meet and exceed projected occupancies and average daily rates for yield maximization.
* Completes monthly inventory counts.
* Responsible for ordering department supplies, furnishings, and equipment maintaining par levels within established budgetary guidelines.
* Ensures guest complaints are handled in an effective, courteous manner.
* Grants complimentary items for hospitality purposes only.
* Instills a belief in all staff that immaculate cleanliness is as important as delivering great service.
* Works to ensure compliance with corporate Internal Audit and SOX requirements.
* Coordinates cross training between departments as necessary.
* Responsible for thorough investigation of lost/misplaced baggage problems and accurate recording of investigation and final disposition.
* Coordinates recovery efforts with Security and Risk Management.
* Ensures proper procedures are utilized to correct any potential guest service issue, working with the Facilities department.
* Responsible for establishing/maintaining key control lost/found system.
* Carries out duties associated with Hotel Operations staff as necessary.
* Conducts all cash handling in accordance with cash handling policy and monitors variances on a daily basis.
* Works with Hotel Operations staff and Casino Marketing to ensure timely guest check-in and maximum occupancy.
* Coordinate VIP arrivals and ensures all arrangements have been confirmed prior to arrival.
* Ensures all eligible card holders are pre-registered, and room checked prior to arrival.
* Monitors volume to ensure fast, friendly and efficient service.
* Ensures that all Hotel Operations Team Members' behavior and appearance are in compliance with established policy.
* Work closely with the corporate retail division by bringing new and innovative products within the retail space.
* Helps maintain and enhance a safe, secure and comfortable environment for both our guests and Team Members.
* Oversees all laundry operations and ensures smooth operation of daily laundry functions.
* Ensures the Hotel Operations staff is well trained with an emphasis on providing service levels consistent with Ameristar standards.
* Conducts inspections of hotel rooms and spends time on hotel floors to ensure cleanliness meets Ameristar standards.
* Inspects all vacant rooms to ensure efficient top conditions and housekeeping specifications are met.
* Responsible for maintaining designated par levels for linens and all supplies in all store rooms.
* Ensures the utilization of proper procedures.
* Must be able to work a flexible schedule including nights, weekends, holidays and fluctuating days off.

Qualifications:

* College degree preferred.
* Supervisory experience required.
* Experience in resolving guest complaints and in dealing with the public required.
* Ability to sustain a high level of confidentiality and professionalism.
* Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues.
* Ability to work collaboratively and communicate effectively with team members at all levels of the organization.
* Highly organized and detail-oriented.
* Strong leadership skills.
* Ability to motivate team through pre-shift meetings and positive communication.
* Strong computer skills with proficiency in Microsoft Work, Outlook and Excel preferred.
* Must have the ability to lift/move 10 pounds and possess the mobility and dexterity required to meet the demands incumbent to this position.
* Must have the ability to work within a smoked-filled environment.
* Ability to monitor service levels, working directly with Team Members at all levels to communicate suggestions for improvement, making sure these areas are properly addressed.

This job has supervisor responsibilities over Front Office Staff, Bellmen, Housekeeping and Laundry Staff:

* 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.
* Provides recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
* Manages work procedures and expedites workflow.
* Responsible for employee performance (disciplining, coaching, counseling).
			

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Penn National Gaming, Inc.

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