Hotel Reservation Supervisor Jobs (NOW HIRING)

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 coworkers 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.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits-such as day-one medical coverage, 401(k) matching, and annual performance bonus-may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

Click HERE to discover how we empower team members to grow, thrive, and advance in their careers.

• Responsible for supervising staff and the overall daily management of a designated shift. Supports, administers and manages operational goals and monitors achievement of performance and guest service objectives.
• Assists in creating effective and efficient schedules while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
• Responsible for assisting in the budget process for the department and providing recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.
• 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.
• Ensures that guest rooms are well maintained and in proper repair.
• Oversees daily cleaning of occupied rooms and preparation of rooms for new check-ins.
• Maintains adequate inventory of all housekeeping supplies, linens, guest room amenities and operating equipment.
• Ensures that linens and supplies are tracked and accounted for daily.
• Monitors and maintains cleanliness standards throughout guest rooms, public areas, storage rooms and hotel service areas.
• Expedites and oversees special requests from the Front Desk and hotel guests.
• Monitors, maintains and makes recommendations on the level of cleanliness in hotel rooms and public spaces.
• Inspects vacant rooms, occupied rooms and public areas to ensure housekeeping specifications and cleanliness standards are achieved.
• Reports maintenance deficiencies and ensures protection of hotel assets from possible damage.
• Monitors team member appearance, carts, equipment and cleaning supplies. Ensures storerooms are properly stocked with linens and supplies.
• Assists with management of daily arrivals and departures within the hotel reservation system on assigned shift.
• Answers inquiries pertaining to hotel policies, services and amenities and resolves guest complaints while supporting all guest service programs on assigned shift.
• Assists with posting charges and settling guest folios, when applicable, on assigned shift.
• Coordinates room status, room availability and guest requests between Front Desk and Housekeeping operations to maximize occupancy and guest satisfaction.(Adapted from both positions.
• Addresses and manages routine concerns, grievances and operational issues from team members on assigned shift.
• Responsible for ensuring compliance with all regulatory requirements within area of responsibility and reporting potential issues to management.
• Maintains strict confidentiality in all departmental and company matters.

SUPERVISORY RESPONSIBILITIES

This job has supervisory responsibilities.

• Responsible for supervising Hotel Housekeeping and Front Desk staff during an assigned shift.
• Assists with staff development and training programs.
• Assists with employee engagement and recognition initiatives.
• Provides day-to-day coaching and feedback to team members regarding performance and service standards.
• Provides recommendation for staffing and scheduling to meet business needs.
• Plans, assigns and directs work to ensure operational and guest service objectives are achieved.
• Manages work procedures and expedites workflow.
• Provides recommendation regarding employee performance, coaching, counseling and disciplinary action.
• Assists with onboarding and training of newly hired team members.

• Associate's Degree (A.A.) in Hospitality, Business Administration or related field; or two years related experience and/or training; or equivalent combination of education and experience.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations.
• Ability to write reports, business correspondence and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, guests, customers and the general public.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Must be proficient in Microsoft applications (Excel, Word and Outlook.
• Knowledge of hotel systems software and hotel operations procedures.
• Must be able to perform the physical job duties of Hotel Housekeeping team members in times of emergency.
• Must be able to operate all Hotel Housekeeping equipment including, but not limited to, vacuum cleaners, floor machines, washer, dryer, carpet extractors, computer, copy machine, mop, broom and hand-held radio equipment.
• Must be well organized and possess strong communication and leadership skills.
• Knowledge of OSHA standards and hotel safety procedures.
• Flexible to work all shifts including holidays, nights, weekends and overtime as business needs dictate.
• Ability to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and draw and interpret bar graphs.

We've grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 42 destinations across North America, online sports betting and iCasino via 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. 

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Equal Opportunity Employer