Hotel Front Desk Agent Full Time

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!

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Greet, register, and assign rooms to guests of the hotel.
• Verify customers' credit, and establish how the customer will pay for the accommodation.
• Keep records of room availability and guests' accounts using hotel computer systems.
• Compute bills, collect payments, and make change for guests.
• Perform simple bookkeeping activities, such as balancing cash accounts.
• Review accounts and charges with guests during the check out process.
• Post charges, such as those for rooms, valet, laundry, food, liquor, or telephone calls, to ledgers by using hotel computer systems.
• Transmit and receive messages, using telephones or telephone switchboards.
• Contact housekeeping or maintenance staff when guests report problems.
• Review information / pass on log from previous shift, check room rates and discusses sell strategy with Supervisor
• Place Service Assurance Call to all guests within 30 minutes of arrival
• Review and become familiar with VIP’s and group folders, verifying proper blocking arrangements
• Follow and complete items on Guest Services AM/PM checklist
• Greet and assist guests with luggage, to and from vehicles as well as to and from hotel rooms.
•  When assisting guests to room, inform guest of the hotel’s facilities and hours of operation.
• Greet and assist all guests entering or leaving the hotel.
• Must be able to lift and transport luggage using correct and safe baggage handling procedures and a bell cart when necessary.  Uses proper cart handling techniques when using a bell cart.
• Issue luggage claim tag and store luggage in bell closet when necessary
• Ensure timely and efficient delivery of guest messages, mail, and faxes
• Respond to guest inquiries and direct guests around the hotel
• Explain proper use of keys system and insures the guests satisfaction with their room
• Accurately give directions, information, and recommendations
• Audit current registration cards to computerized information
• Correct errors and discrepancies on guest accounts and resolve guest complaints
• Ensure organization and cleanliness of all work areas
• Balance cash daily, prepare deposit for general cashier, and secure float at shift closing
• Comply with all reasonable requests made by management
• Meet all attendance guidelines
• Meet grooming and appearance guidelines
• Adhere to all gaming laws and regulations
• Adhere to all company policies and procedures

QUALIFICATION REQUIREMENTS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Minimum of six months related experience and/or training; or equivalent combination of education and experience.

Must build and maintain an excellent rapport with internal and external customers, team members, community, media, and shareholders.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Must have the ability to effectively and efficiently use all computer software and hardware including but not limited to Microsoft Word, Excel, Power Point, Access and slideshow presentations. 

Must have the ability to maintain confidentiality at all times.

EDUCATION and/or EXPERIENCE:

High school diploma or equivalent and a minimum of six months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE AND COMMUNICATION SKILLS: 

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to effectively communicate with correct English grammar skills including verbal and written communications.   Must build and maintain excellent rapport with internal and external customers, team members, community, media, and shareholders.

MATHEMATICAL SKILLS: 

Ability to accurately calculate figures and amounts and perform mathematical functions applicable to business needs.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

LICENSING:

Must be able to qualify for any and all licenses or permits required by local, state or federal law.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee is frequently required to talk or hear. The employee may be required to stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

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.

While performing the duties of this job, the team member may sometimes be required to work near moving mechanical parts and be exposed to fumes, smoke, airborne particles and vibration.  The noise level in the work environment can sometimes be very loud.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via ESPN BET™ and 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