Night Auditor/Guest Service Agent

Introduction ... 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. Responsibilities Provides outstanding customer service to HCCTR internal and external guests and establishes a positive relationship with our guests Answers and facilitates all incoming switchboard calls to the Hotel and Casino Books guest hotel reservations Maintains the guest room inventory of the hotel and sells remaining room inventory Promotes the hotel and casino services, facilities and outlets Provides guests with information and directions to local attractions Performs Front Desk Agent duties to include guest check-in and check-out in a friendly, courteous and helpful manner Checks for double bookings and adjusts to meet guest expectations Responsible for clearing trace files Responsible for handling guest relocations (aka walks) Resolves guest concerns according to established standards, ensuring guest satisfaction Responds to guest requests promptly and courteously; follows up on all guest requests personally to ensure complete guest satisfaction Provides a professional image at all times through appearance and positive behavior Resolves minor guest complaints to the satifactory of the customer, informs supervisor of major problems, complaints, disturbances or unhappy guests through shift recaps. Responds as an expert in emergency procedures and has a thorough knowledge of all crisis communication material. Runs all emergency reports. Communicates regularly with Housekeeping and Facilities to ensure safety and security of guests and team members Issues, controls, and releases safe-deposit boxes. Advise the manager if any overcommitment of room type. Responsible for communicating with the Director of Hotel Operations all no-shows, late cancellations and relocated guests. Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s reports and prepares deposits. Maintains cashier bank in accordance with HCCTR policies. Completes shift and audit checklist tasks, such as credit check, high balance ledger and no-post report. Maintains complete knowledge and complies with all hotel and departmental policies and procedures. Maintains and inventories market shop - sells items to guest and customers and maintains excellence in merchandising. Seek continuous self-inprovement, training and skills development. Comply with all reasonable requests made by management. Requirements Previous hotel front desk agent and accounting/audit experience preferred. Must have the ability to calculate figures and amounts such as; discounts, interest, commissions and percentages. Ability to analyze and correct mistakes in accounting and cashiering is a must Must be able to qualify for licenses and permits required by federal, state and local regulations including but not limited to West Virginia Gaming License. Ability to define problems, collect data, establish facts, and draw valid conclusions. Must possess excellent computer skills including a working knowledge of common business software such as, Microsoft Office and Excel; proficient in PM systems. While performing the duties of this job, the team member is regularly required to stand; walk; use and reach with hands and arms. The team member is frequently required to talk and or hear. The team member is occasionally required to stoop, kneel, crouch, or crawl. The noise level in the work environment is usually moderate The Hotel and casino are smoking facilities. However, smoking is not allowed by employees other than in the designated smoking locations. #J-18808-Ljbffr Hollywood Casino Charles Town