Job Abstract

Job ID

2024-119843

Property

Hollywood Casino at Charles Town Races

Location

US-WV-Charles Town

Type

Regular Full-Time

Category

Hotel Operations & Retail

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!

• Responsible for the efficient operation of the Front Office, Marketshop, 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 to include room inspections, pre-registration and VIP treatment.
• Maintains strict confidentiality in all departmental and company matters.
• Assists with payroll processing, Marketshop operations and inventory management.
• Assists with budgeting and evaluating monthly financial statements.
• Responsible for team member coaching to include training, team member evaluations and progressive discipline.
• Through forecasting, works to meet and exceed projected occupancies, player value and average daily rates for yield maximization.
• Works to ensure compliance with corporate Internal Audit and SOX requirements.
• Manages hotel group bookings and works with banquets team to maximize group bookings and group experiences.
• Coordinates with other departments as needed to ensure guest and team member needs are met.
• Carries out duties associated with Hotel Operations staff as necessary.
• Ensures hotel staff is well-trained with an emphasis on providing service levels consistent with established standards.
• Must be able to work a flexible schedule including nights, weekends, holidays and fluctuating days off.
• Assists in development and/or updating of standards of service & departmental SOPs to meet updated departmental needs and to enhance guest experience.
• Works with hotel leadership team to address issues related to employee performance.
• Responds quickly and courteously to guest requests. Follows up to ensure guest satisfaction.
• Trained and able to help in all hotel departments as needed.
• Follows all company/department policies and procedure and SOP’s and communicates them effectively to other staff.
• 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.
• Familiar with Emergency Procedures.
• Presents a professional image at all times through appearance and behavior.
• Actively participates in hotel meetings, training, programs, etc.

• Must be at least 18 years of age.
• Since cleaning and inspecting is an aspect of this position, the Assistant Hotel Manager will spend time involved in the following: walking, unlocking, opening, pushing, pulling, lifting, bending and stretching. Lifting and pulling items weighing as much as 200 pounds will be required.
• A significant amount of time is spent listening and speaking since the position is responsible for daily property operations.
• Experience resolving guest challenges and working with the public is required.
• Must be able to maintain 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 challenges and identifying opportunities
• 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 positive communications.
• Strong computer skills with proficiency in Microsoft Office applications preferred.
• High School diploma or equivalent. Supervisory experience required.
• Ability to calculate figures and amounts such as folio balances, financial statements and rooms credits.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Must qualify for licensing with the West Virginia Racing Commission.
• Must possess basic 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 regularly required to stoop, kneel, crouch, push, pull, crawl and lift objects weighing as much as 50 pounds.
• 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 can vary from quiet to somewhat noisy.