Overnight Guest Services Host

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

Promotes the PENN Play loyalty program by educating guests on membership benefits, tier advantages, and program features to enhance guest engagement and loyalty.

Explains the resort’s complimentary structure and player loyalty program, including qualification requirements for various levels of guest benefits and complimentary offerings.

Cultivates and maintains exceptional relationships with premium 4‑Star and 5‑Star guests, delivering personalized service experiences that reflect the resort’s luxury hospitality standards.

Evaluates guest gaming activity and appropriately issues complimentary amenities in accordance with established program guidelines and operational policies.

Coordinates hotel accommodations, dining reservations, entertainment bookings, transportation arrangements, suite upgrades, and special guest requests to ensure seamless and memorable guest experiences.

Assists in the planning, coordination, and execution of special events, tournaments, VIP functions, and promotional experiences, including guest outreach, invitation management, and follow‑up communications.

Supports ticketing operations and distribution processes for concerts, promotions, and resort special events.

Manages internal and guest‑related requests regarding complimentary services, transportation arrangements, hotel extensions, and other resort accommodations with professionalism and efficiency.

Oversees reservation blocks, negotiated rates, and resort inventory management systems, including maintenance of the Theo Calendar within SharePoint to ensure operational accuracy and guest satisfaction.

Requirements

Professional Qualifications

Demonstrated proficiency in operating systems and technology associated with the position, including but not limited to AS/400, STAY, ACSC, LMS, Microsoft Office, SharePoint, and multi‑line telephone systems.

Ability to review, interpret, and maintain confidential guest and operational documentation with accuracy and attention to detail.

Strong ability to inspect, maintain, and ensure exceptional presentation standards throughout assigned areas.

Excellent interpersonal and communication skills with the ability to engage professionally and effectively with guests, leadership, and team members at all levels of the organization.

Ability to move efficiently throughout the resort environment while maintaining exceptional guest service standards in a fast‑paced luxury hospitality setting.

Ability to thrive in a dynamic casino resort atmosphere with varying levels of guest volume, activity, and ambient noise.

Professional telephone etiquette with the ability to communicate clearly, confidently, and efficiently while handling inbound and outbound guest interactions.

Systems, Equipment & Technology

STAY Hotel System

ACSC Computer System

Microsoft Office Suite

SharePoint Platform

Multi‑line Telephone System

Ten‑Key Calculator & Standard Office Equipment

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