Hotel Operations & Guest Experience Leader

Boyd Gaming; King of Prussia (PA); On-site; USD 55,000 - 75,000; Full time

Job summary

Boyd Gaming Corporation is seeking a supervisory hotel operations role to oversee front desk, bell desk, housekeeping, and call center, ensuring excellent service to hotel guests and maximizing occupancy and revenue.

You will hire, supervise, train, evaluate performance, and maintain knowledge of industry practices, rates, and availability while coordinating events and budgets. You will resolve complaints and ensure policy and PGCB compliance across departments.

Qualifications

• Minimum 3 years supervisory experience and 5 years hotel experience.
• Thorough understanding of hotel computer systems.
• Knowledge of hotel key system.
• Must be able to operate LMS, ATI, Rainmaker and Microsoft Office applications.
• Must be able to qualify for and maintain licensure as required by Pennsylvania Gaming Control Board. Must have thorough knowledge of approved Responsible Gaming Program.

Responsibilities

• Manage hotel and related departments to ensure maximum occupancy, efficiency and revenue.
• Hire, supervise, train, evaluate work performance, and administer discipline for team members.
• Maintain knowledge of industry practices, hotel markets and statistical data.
• Possess knowledge of room rates, types and availability.
• Maintain and ensure proper par levels of supplies and equipment.
• Coordinate special events and promotions with other departments.
• Resolve customer complaints or disputes.
• Ensure compliance with established company policies and procedures and regulatory controls and the Pennsylvania Gaming Control Board.
• Responsible for property public area cleanliness and sanitation.
• Authorized to extend complimentary services in accordance with the approved comp matrix.
• Develop operating budgets and meet established goals.
• Review and approve all OTA invoices.
• Other duties as assigned by management.
• May assist in assigning and inspecting cleanliness on the casino floor.

Skills

Staff supervision

Customer service

Operations coordination

Tools

LMS

ATI

Rainmaker

Microsoft Office

Job description

Boyd Gaming Corporation is seeking a supervisory hotel operations role to oversee front desk, bell desk, housekeeping, and call center, ensuring excellent service to hotel guests and maximizing occupancy and revenue.

You will hire, supervise, train, evaluate performance, and maintain knowledge of industry practices, rates, and availability while coordinating events and budgets. You will resolve complaints and ensure policy and PGCB compliance across departments.