Responsible for providing guidance and daily supervision to staff for in any department in the Hotel including Housekeeping, Front Desk, and Call Center Supports and administers operational goals and monitors achievement of performance and profit objectives. Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issu... more details
Supervisor Hotel Operations
Job ID
2024-120202
Property
Hollywood Casino at Charles Town Races
Location
US-WV-Charles Town
Type
Regular Full-Time
Category
Hotel Operations & Retail
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.
Responsible for providing guidance and daily supervision to staff for in any department in the Hotel including Housekeeping, Front Desk, and Call Center
Supports and administers operational goals and monitors achievement of performance and profit objectives.
Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise.
Adheres to scheduling with attention to guest satisfaction; coordinates any scheduling concerns with manager.
Responsible for supporting compliance to departmental budgets.
Ensures hotel quality and productivity standards are being met in all areas.
Thorough knowledge of guest loyalty program, to include registration procedure; delivers attentive service and recognition to all members.
Prepares for group arrivals and departures and VIP arrivals.
Arranges for guest requests to be met prior to guest arrivals (i.e. rollaway beds, ground floor, cribs, etc.) and follows up on all guest requests personally to ensure hotel staff completed them to guest satisfaction.
Ensures completion of checklist tasks on all shifts.
Provides objective documentation of department employees’ performance for recognition/reward or counseling; assists manager in identifying issues related to employee performance for corrective action.
Informed of all guest functions, events, tournaments, concerts and activities at HCCTR.
Coordinates and/or facilitates training new personnel in all departmental procedures and standards.
Assists in maintenance of cost control initiatives by ensuring that employees have sufficient supplies. Monitors par levels and issues replacements before shortages interferes with production, quality or guest satisfaction. Assists manager with ordering and supply inventory.
Reports needed repairs and/or equipment malfunctions to maintenance or appropriate vendor and follows through to ensure repairs are completed in a timely manner.
Communicates effectively with all departments to ensure operation runs effectively and efficiently.
Responds quickly and courteously to guest requests; follows up to ensure guest satisfaction.
Follows all company/department policies and procedures & SOP’s and communicates them effectively to the staff members.
Completes daily tasks in designated areas as scheduled; follows all policy and procedure for designated position.
Thoroughly trained in Emergency Procedures and Crisis Communications material. May be required to assist in the training of staff on same and ensures manuals, handbooks and other materials are maintained and up to date.
Thoroughly familiar with all related HAZCOM information, MSDS for any chemicals in use, Blood Borne Pathogen prevention and response. Follows all Safety handling procedures. Assists in training and monitoring safe usage and adherence to proper procedures.
Presents a professional image at all times through appearance and behavior.
Maintains strict confidentiality in all departmental and company matters.
Manages work procedures and expedites workflow.
BRING US YOUR BEST.
Because responsibilities vary for this position, the Hotel Operations Supervisor can spend a significant portion of his/her workday involved with the following: walking, unlocking, opening, pushing, pulling, lifting, bending and stretching, speaking, listening, typing. The Hotel Operations Supervisor must be able to lift up to 50 pounds and pull/push a full housekeeping cart or laundry rack.
High School diploma or equivalent. A minimum of three years related experience in hotel operations.
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 in English may also be required.
Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Obtain and maintain a license by the WV Racing Commission and/or WV Lottery as may be required for this position.
Successfully complete and maintain certification in the Beverage Service Program (TIPS) as may be required for this position.
Must possess excellent computer skills, including a working knowledge of common business software such as Microsoft Office and excel. Must possess excellent leadership qualities and patience.
While performing the duties of this job, the employee is regularly required to stand; walk; use and reach with hands and arms. The employee frequently is required to talk or hear. The employee is occasionally required to stoop, kneel, crouch, push, pull, crawl and lift objects weighing as much as 50 pounds
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
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