Hotel Front Desk Representative - Full-Time 3pm - 11pm

WE’RE CHANGING ENTERTAINMENT. COME JOIN US.

 

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. 

 

We will be moving to a new property in 2025 - get in on the ground floor of a great opportunity.  

 

Click HERE to learn more about our Day 1 Benefits, 401k Program, Company Perks, Career Opportunities, Advancement Programs, Scholarships and more!

WE LOVE OUR WORK.

• Performs duties to accommodate hotel guests, responds to telephone inquiries, and makes appropriate reservations. 
• Ensures guest satisfaction by following guidelines of the company and departmental policies and procedures.
• Conducts in-bound and out-bound calling, providing quality service and effective selling through the use of a telecommunication database and telephonic system.
• Expediently handles guest concerns, inquiries, and requests.
• Directs guests to appropriate personnel and/or escalates issues to management when necessary to fulfill guest needs.
• Performs the professional and courteous handling of incoming guest calls and reservation requests while realizing campaign goals, fulfilling data entry requirements, and achieving call time and volume objectives.
• This position is responsible for providing a high level of customer service and promoting a positive attitude to create a fun and entertaining experience for our guests and team members.
• Checks guests in and out of rooms and RV Park.
• Makes guest reservations, assigns rooms/RV slots, and makes keys.
• Answers incoming telephone calls and provides appropriate assistance such as directions and information regarding property events or promotions.
• Answers PBX incoming calls and distributes throughout property.
• Enters reservations for Hotel/RV Park accommodations based on availability.
• Verifies payments received.
• Checks arrivals and departures.
• Runs daily reports and counts cash drawer and balances shift transactions.
• Performs daily cash drops and signs proper drop logs. 
• Performs daily inventory of Front Desk supplies and RV Park supplies, notifying Supervisor of ordering needs.
• Assists Supervisor in data entry for reports.
• Performs Night Audit procedure as assigned or scheduled.
• Performs minor clerical work as assigned.
• Prepares informational packets as needed.
• Fills in for Breakfast Greeter as required.
• Understands and adheres to all property and departmental standards, policies, and procedures.
• Receives in-bound calls and dispatches or handles appropriately.
• Performs out-bound calling efforts as scheduled and prioritized by supervisor or ETS system.
• Performs basic functions, data input, and acquires information from the following: ACSC, LMS, PBX, Open Table.
• Achieves established levels of activity and meets objectives for number and length of calls attempted, calls completed, sales results, and abandoned calls, up-selling and the accuracy and completeness of data input. 
• Maintains detailed awareness regarding current and upcoming property events, promotions, entertainment, packages, Club benefits, food specials, and other offers for information dissemination and up-selling. 
• Handles reservation requests for invitational events, hotel, restaurants, and concerts.
• Utilizes event manifests, RSVP spreadsheets, and refers to fact sheets as needed to fulfill call center initiatives.
• Provides regular updates on reservation status and response summaries. 
• Directly handles guest issues and concerns, determining alternate solutions and resources in order to resolve issues. 
• Works in harmony with supervisor and other department personnel to escalate the handling of guest issues as needed to remedy guest dissatisfaction.
• Delivers phone scripts in a compelling and confident manner, effectively offers tool box amenities, and establishes follow up action when executing out-bound calls.
• Carries out several simultaneous tasks: takes rapidly-arriving incoming calls in succession, provides courteous, personalized, and professional service, and proficiently and accurately enters and assesses data across multiple systems and programs.
• Provides superior service delivery and strong persuasive communication skills.
• Consistently follows the processes and procedures outlined for handling calls in