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. Click HERE to discover how we empower team members to grow, thrive, and advance in their careers. Responsibilities Registers guests into the hotel in a friendly, courteous and helpful manner and completes Guest Courtesy Calls 10-15 minutes following every guest check in. Checks guests out of the hotel; processes customer payments according to established policies and procedures. Prepares for group check in and out and VIP arrivals; becomes informed of events/ functions in the hotel during the shift. Also coordinates with Housekeeping and Maintenance on arriving VIP’s, special requests etc. Arranges for guest requests to be met prior to guest arrivals (i.e. rollaway beds, ground floor, cribs, etc) and follows up on all guest requests personally to ensure hotel staff completed them to the guests’ satisfaction. Thoroughly knowledgeable in Marketing Program and delivers attentive service and recognition to all program members. Assists guests with luggage storage and rooming guests as requested. Assists maintaining, stocking and conducting inventory of the Market Place Shop – sells items to guests and customers and assists in maintaining well‑stocked merchandising displays. Complete shift checklist tasks, such as processing expected departures, pre-blocking guests, credit check and no-post report. Responds to guest requests promptly and courteously and resolves minor guest complaints to the satisfaction of the customer; informs leadership of major problems, complaints, disturbances or unhappy guests. Completes daily credit reports, no-post reports credit limit reports and other checklist duties. Books guest reservations via telephone and fax. Promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction. Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank. Issues, controls and releases guest safe‑deposit boxes. Thoroughly knowledgeable in Emergency Procedures and Crisis Communications material. Provides a professional image at all times through appearance and dress. Follows company policies and procedures. Delivers Guest Faxes, mail and packages as required. Requirements The major responsibility in this position is to greet and provide service primarily to hotel guests and secondarily to employees. Much time is spent providing a variety of hotel services for guests, therefore a significant portion of the workday is spent speaking, listening, typing, moving about while standing. High school diploma or equivalent required. Previous hospitality, cashier or customer service experience desirable Ability to calculate figures and amounts such as discounts, interest, commissions and percentages. Must qualify for licensing by the West Virginia Racing Commission. 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 at LMS System. While performing the duties of this job, the employee is regularly required to stand; walk; use and reach with hands and arms and lift objects weighing as much as 25 pounds.. The employee frequently is required to talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The noise level in the work environment is usually quiet. #J-18808-Ljbffr