Guest Services Agent

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.

Responsibilities

• Adheres to all departmental and property policies and procedures regarding guest service standards.
• Receives internal and external calls in order to answer questions, direct calls, or provide general information.
• Logs and distributes hotel guest messages and wake-up calls.
• Meets department standards regarding dialogue and customer courtesy.
• Monitors security calls and provides accurate information to appropriate authorities during emergencies.
• Maintains knowledge of hotel occupancy status, special events, in-house groups, and other situations affecting the reception desk's daily operation.
• Resolves service issues according to established procedures.
• Maintains ongoing knowledge of the property's services and entertainment opportunities.
• Performs certain Front Desk responsibilities (e.g., granting stayovers, late departures, room changes, etc.).
• Dispatches service calls for the hotel such as guest requests for housekeeping items and receiving/delivering Engineering or maintenance-related guest calls.
• Ensures guest needs are met by placing follow-up calls.
• Maintains HotSOS database.
• Contributes to the maintenance of guest preferences in HotSOS.
• Performs all other related and compatible duties as assigned.
• Maintains strict confidentiality in all company matters.

Requirements

• High School Diploma or equivalent required.
• Prior hospitality or Front Desk experience preferred.
• Strong computer skills with proficiency in Microsoft Office applications required.
• Ability to maintain a high level of confidentiality and professionalism.
• Must possess excellent customer service, telephone, and interpersonal skills.
• Must have excellent written and verbal communication skills; must be fluent and literate in English; additional languages a plus.
• Ability to review and comprehend all necessary documentation.
• Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues.
• Must have ability to work efficiently in a team-oriented environment.
• Ability to meet deadlines and effectively manage multiple priorities in a demanding work environment.
• Must be able to work a flexible schedule including nights, weekends, holidays, and fluctuating days off.