HOSPITALITY MANAGER

Penn Entertainment - Baton Rouge, LA

Full-time - Mid Level

Baton Rouge, LA

Performing Arts, Spectator Sports, and Related Industries

About the position

As a Hospitality Manager at L'Auberge Casino Hotel Baton Rouge, you will be responsible for creating an exciting environment for both guests and employees. This role involves supervising various hotel operations, including the Front Desk, Limousine and Valet services, Coffee Shop, and Retail personnel, ensuring high-quality guest service and adherence to safety standards. You will also play a key role in training and mentoring staff, addressing guest complaints, and maintaining operational efficiency.

Responsibilities

• Deliver internal and external guest service to the standard of Penn Entertainment, ensuring every interaction includes the Six Core Service Standards.
• Create an atmosphere that drives guests to choose L'Auberge Baton Rouge as their casino/hotel of choice.
• Train, motivate, evaluate, supervise, and assist in hiring staff to ensure employees receive adequate guidance and resources.
• Supervise and direct the guest check-in and check-out process and transportation services to ensure procedures are followed.
• Ensure the needs of guests are met and consistent with management standards.
• Attend to guest complaints and requests, focusing on quality guest services.
• Maintain accurate transportation vehicle schedules to ensure superior guest service.
• Oversee daily activities of the Valet department to ensure smooth traffic flow and quality customer service standards.
• Oversee daily activities of the Bell Desk to ensure proper handling of luggage and safety of packages.
• Coordinate with PBX, Reservations, and Housekeeping to ensure guest satisfaction.
• Monitor equipment operations and request maintenance as necessary.
• Monitor stock par levels and prepare supply orders as necessary.

Requirements

• Minimum of 4 years of customer service experience.
• Minimum of 2 years of management experience.
• Demonstrated knowledge of hotel/resort, food & beverage, and/or casino operations.
• Proficiency in hospitality management systems, reservation software, and Microsoft Office suite.
• Strong leadership and organizational skills to manage a diverse team.
• Excellent communication and interpersonal skills.

Nice-to-haves

• Knowledge of hospitality industry trends, best practices, and regulations.
• Ability to multitask, prioritize, and work under pressure in a fast-paced environment.

Benefits

• 401(k) benefits from day one
• Career opportunities and advancement programs
• Scholarships and company perks