Hollywood Casino Columbus · 20 hours ago
Front Office Manager
Columbus, OH
Full-time
Onsite
Mid, Senior Level
1+ years expHollywood Casino Columbus is part of PENN Entertainment, an industry leader in integrated entertainment and casino gaming experiences. They are seeking a Front Office Manager to lead and develop the front office team, ensuring exceptional guest service and operational efficiency in a fast-paced environment.
Entertainment
Responsibilities
Leads, coaches, and develops front Office team members through onboarding, ongoing training, recognition, feedback, and consistent enforcement of service and policy standards
Fosters a high-engagement, service-driven culture by reinforcing customer service expectations, recognition programs, and clear communication across shifts
Manages staffing levels and schedules to balance labor efficiency with guest service needs and provides operational coverage when required
Oversee daily front Office operations, including check-ins, check-outs, room assignments, payment processing, folio accuracy, and guest account management
Manages arrival, departure, and VIP activity, ensuring room readiness through close coordination with Housekeeping, Facilities, and other operational teams
Delivers polished, Four-Diamond–level service by resolving guest inquiries, complaints, and escalations using sound judgment and established service recovery practices
Maintains front office readiness by ensuring cleanliness, organization, and effective use of front office systems, PMS tools, reporting platforms, and guest communication channels
Effectively manages complex situations, including overbooking, guest disputes, service failures, and emergency responses, while prioritizing guest safety and satisfaction
Ensures accurate posting of charges, financial adjustments, group folios, house accounts, and confidential guest information in accordance with internal controls
Oversees cash handling, PCI compliance, credit procedures, key control, data privacy, and audit readiness while maintaining accurate records and documentation
Supports revenue optimization through upselling initiatives, strategic room assignments, and alignment with daily selling and occupancy strategies
Assists with budget planning, labor forecasting, expense monitoring, and variance management in partnership with hotel leadership and accounting teams
Supports the month-end close by reconciling front office revenue, reviewing adjustments and allowances, and submitting required documentation
Serves as the primary hotel liaison for valet operations, coordinating with third-party providers to ensure smooth arrivals, departures, and issue resolution
Upholds safety, security, emergency, compliance, and regulatory requirements while reporting potential risks, fraud, or concerns through proper channels
Performs additional duties as assigned
Interview, hire, schedule, train, and develop team members
Plan, assign, and direct daily work; adjust schedules to support business needs
Conduct performance evaluations, provide coaching, and administer discipline when necessary
Lead recognition programs to maximize engagement and maintain a positive work environment
Establish work procedures, expedite workflow, and ensure consistent service execution
Qualification
Required
Must be at least 21 years of age
Ability to read, analyze, and interpret business documents, reports, and regulatory materials
Strong written communication skills for reports, correspondence, and procedure documentation
Strong presentation and communication skills with the ability to interact with guests, team members, leadership, and the general public
Ability to resolve conflicts with diplomacy, patience, and professionalism
Proficient math skills, including the ability to compute rates, percentages, ratios, and metrics
Proficiency in Microsoft Office applications (Excel, Word, Outlook) and hotel PMS systems
Ability to multitask, prioritize, and perform effectively in a fast-paced, high-pressure environment
Ability to maintain confidentiality and uphold company values at all times
Preferred
A bachelor's degree in hospitality, Business, or a related field is preferred, along with one to two years of hotel supervisory experience; experience in front office management or luxury/AAA Four-Diamond hotels is highly desirable
Candidates must be able to work a flexible schedule, including weekends, holidays, and varying shifts based on operational needs
Benefits
Day-one medical coverage
401(k) matching
Annual performance bonus
Paid time off
Company
Hollywood Casino Columbus
Operated by Penn National Gaming, Inc., Hollywood Casino Columbus is conveniently located off I-270 West and is open 24 hours a day; seven days a week.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Judith Bell MBA, SHRM-CP
Human Resources Business Partner
Michael Waldron
Human Resources Business Partner
Company data provided by crunchbase