Front Desk Agent - FT

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

• Greeting guests promptly upon arrival with a warm, professional, and welcoming demeanor, creating a positive first impression at every interaction.
• Communicates clearly and accurately regarding hotel amenities, outlet hours, services, local attractions, transportation options, and special events.
• Answers phones promptly and responds to lobby activity, guest inquiries, and internal requests with professionalism and positive communication.
• Complete guest check-in and check-out accurately in the PMS, confirming guest identity, payment method, room rate, preferences, room assignments, and electronic key access.
• Prepares and sends pre-arrival communications, pre-blocks room requests, resolves room discrepancies and assigns rooms based on guest needs and availability.
• Handles guest concerns, complaints, and service recovery with tact and urgency, resolving issues within approved guidelines and escalating when appropriate.
• Coordinates special requests including but not limited to luggage assistance, dining reservations, transportation arrangements, and local recommendations to enhance the guest experience.
• Partners with all necessary departments to support room readiness, personalized service, and guest satisfaction.
• Maintains PMS accuracy by posting charges, collecting payments, verifying credit authorizations, inputting messages, and distributing guest mail or packages confidentially.
• Balances assigned house cash bank and adheres to all cash-handling procedures, financial controls, PCI compliance, and key control requirements.
• Generates, reviews, and distributes required reports, maintains accurate logs and documentation, and ensures timely follow-through on open items.
• Maintains a clean, organized, and guest-ready front Office, lobby, and market area, ensuring items are stocked, rotated, and maintenance or ordering needs are reported.
• Protects guest information and sensitive data while following all privacy, safety, emergency, appearance, and operational standards.
• Monitors overnight hotel activity, performs property walks, and observes entrances, exits, stairwells, and public areas for cleanliness, safety, and security concerns.
• Balance and reconcile all Front Office postings, verifying daily charges, adjustments, allowances, packages, taxes, and correcting or reporting discrepancies.

• Closes the business day in the PMS if applicable, completes nightly processing, prepares and distributes required audit and operational reports, and maintains accurate logs and documentation.
• Supports Finance and internal audit requests by providing documentation, reports, and follow-up corrections as needed.
• Responds calmly and effectively to emergencies, alarms, and safety incidents, following all hotel emergency and security procedures.
• Maintains proper key control, protects guest and company confidentiality, and safeguards sensitive information and access devices.
• Demonstrate reliability, professionalism, and flexibility by adhering to all company policies and conduct standards and performing additional job-related duties as assigned.

Requirements

• Must be at least 18 years of age
• Six months to one year of computer experience required
• Experience with LMS preferred
• High school diploma or GED
• Excellent communication skills
• Ability to operate Front Desk System, calculator, and keyboard at 35 wpm
• Full understanding of company and departmental rules, regulations, policies, and procedures
• Ability to read, write, and communicate effectively in English
• Ability to perform basic math functions
• Skilled in building and maintaining effective working relationships with staff and guests
• General computer proficiency with Microsoft Word, Excel, and Outlook

LANGUAGE SKILLS

• Ability to read and interpret documents such as safety rules, operating procedures, and manuals in English
• Strong verbal and written communication skills to interact effectively with guests, team members, and management
• Capable of conveying information clearly and professionally in high-pressure or fast-paced situations
• Able to understand and respond to guest inquiries, concerns, and feedback with courtesy and accuracy
• Must be able to document incidents, complete reports, and follow written instructions precisely
• Proficiency in communicating policies, procedures, and expectations to team members

REASONING ABILITY

• Ability to apply common sense and sound judgment to carry out written, oral, or diagrammed instructions
• Strong problem-solving skills in standardized situations involving multiple variables
• Capable of making quick decisions under pressure while maintaining guest satisfaction and safety
• Able to assess situations and respond appropriately to guest needs, operational challenges, or unexpected events
• Demonstrates logical thinking and adaptability in a fast-paced, high-volume environment
• Must be able to prioritize tasks and manage time effectively during peak business hours
• Ability to interpret and follow company policies, procedures, and regulatory guidelines
• Maintains professionalism and discretion when handling sensitive or confidential information

CERTIFICATES, LICENSES, REGISTRATIONS

• Must qualify for all licensing and permit requirements as mandated by federal, state, and local regulations