FRONT DESK REPRESENTATIVE

Introduction
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Overview

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 coworkers 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.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits-such as day-one medical coverage, 401(k) matching, and annual performance bonus-may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

Click HERE to discover how we empower team members to grow, thrive, and advance in their careers.

Responsible for administrative duties of the hotel front desk.

Responsibilities

• Register and process guests promptly upon arrival and departure, including, but not limited to greeting guests, assigning rooms, and issuing keys.
• Ensure guest satisfaction by managing the flow of communication at and around the front desk.
• Input information into computer systems (CMP).
• Perform all guest accounting functions according to established hotel procedure to ensure all guest and house accounts are completed and accurate.
• Receive and process telephone and walk-in reservations accurately to ensure guest satisfaction.
• Maintain records of room availability and guest accounts.
• Review accounts and charges with guests during the checkout process, which may involve receipt of payments.
• Maintain constant contact with support team members (PBX, Maintenance, Facilities, and Housekeeping) for guest needs.
• Keep immediate Team Leader fully informed of all problems or unusual matters so prompt corrective actions can be taken.
• Convey escort instructions to Bell person.
• Assist in addressing all guest service needs and resolve any service-related problems or issues.
• Other job-related duties as assigned.

Requirements

• Good verbal and written communication skills.
• Must be computer literate (Microsoft Word, Access, PowerPoint, Excel, and hotel software preferred).
• Ability to operate automated phone systems.
• Ability to problem-solve; Strong guest services skills; Relies on experience and judgment to plan and accomplish goals.
• Understand and comply with all company and departmental rules and regulations, policies and procedures.
• Skill in maintaining effective working relationships with staff and guests.
• Ability to read, write, and communicate verbally in English.
• Ability to perform intermediate math.
• Knowledge of appropriate union contracts.
• Ability to multi-task.