Assistant Hotel Manager

Overview

WE’RE CHANGING ENTERTAINMENT. COME JOIN US. We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll be part of an exciting industry with fast-paced days and nights. You’ll work with a diverse team driven by helping people have more fun and grow in their careers. Initial placement within the salary range is based on relevant knowledge, skills, and experience.

Base salary is part of our Total Rewards package, which includes wellness programs supporting financial, physical, and mental well-being. Benefits—such as day-one medical coverage, 401(k) matching, and an annual performance bonus—may vary by position. Paid time off is earned according to local policy and increases with length of employment.

To learn more about how we empower team members to grow and advance in their careers, explore our opportunities.

• Responsible for the efficient operation of the Front Office, Market shop, Housekeeping, Breakfast & Transportation departments.
• Works closely with staff in all hotel departments as well as 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.
• Endorses business objectives, ethics and values of Penn Entertainment.
• Resolves guest complaints in a timely, courteous and effective manner.
• Manages arrangements for VIP guests including room inspections, pre-registration and VIP treatment.
• Maintains strict confidentiality in all departmental and company matters.
• Assists with payroll processing, Market shop operations and inventory management.
• Assists with budgeting and evaluating monthly financial statements.
• Responsible for team member coaching, including training, evaluations and progressive discipline.
• Forecasts and works to meet and exceed projected occupancies, player value and average daily rates for yield maximization.
• Ensures compliance with corporate Internal Audit and SOX requirements.
• Manages hotel group bookings and collaborates with the banquets team to maximize group bookings and experiences.
• Coordinates with other departments to meet guest and team member needs.
• Carries out duties associated with Hotel Operations staff as necessary.
• Ensures hotel staff is well-trained with service levels aligned to established standards.
• Flexible schedule required, including nights, weekends, holidays and varying days off.
• Assists in developing and updating standards of service and departmental SOPs to meet needs and enhance guest experience.
• Works with hotel leadership to address employee performance issues.
• Responds quickly and courteously to guest requests and follows up to ensure satisfaction.
• Trained and able to assist in all hotel departments as needed.
• Follows company and department policies, procedures, and SOPs and communicates them effectively to staff.
• Familiar with HAZCOM information, MSDS for chemicals, Bloodborne Pathogen prevention and response; follows safety procedures; assists in training and monitoring safe usage.
• Familiar with Emergency Procedures.
• Presents a professional image at all times through appearance and behavior.
• Active participation in hotel meetings, training, and programs.

• Must be at least 18 years of age.
• Role involves walking, opening, pushing, pulling, lifting and bending; lifting and pulling items up to 200 pounds may be required.
• Strong listening and speaking skills due to daily property operations.
• Experience resolving guest challenges and working with the public is required.
• Must maintain high confidentiality and professionalism.
• Ability to maintain energy and take a proactive, strategic approach to challenges and opportunities.
• Ability to collaborate and communicate effectively with team members at all levels.
• Highly organized and detail-oriented with strong leadership skills.
• Ability to motivate teams through positive communication.
• Strong computer skills with proficiency in Microsoft Office applications preferred.
• High school diploma or equivalent; supervisory experience required.
• Ability to calculate figures such as folio balances,…