WE’RE CHANGING ENTERTAINMENT. COME JOIN US.

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.

WE LOVE OUR WORK.

• Responsible for managing the activities of the Hotel Front Office, Bell Desk and RV Park on assigned shift, ensuring the smooth check-in and check-out processes for hotel guests and their needs are met, as well as assist with questions and special requests.

• Assists with training team members based on call center operations in order to streamline and increase productivity in the department.

• Able to perform all job descriptions that report to this position.

• Hires, trains, motivates, evaluates, and supervises staff in order to ensure that all team members receive adequate guidance and resources to accomplish established objectives.

• Establishes and maintains training and development procedure to ensure extraordinary guest service standards are delivered.

• Able to write responses to guests in a professional manner.

• Proficient in utilizing the Virtual Roster scheduling system. Prepares daily and weekly schedules according to business levels.

• Proficiently utilize HotSOS to submit, track, and follow-up on work orders.

• Fills all reasonable guest requests and follows up to resolve guest complaints.

• Work closely with Housekeeping, Facilities and Player Development on a daily basis to manage room inventory.

• Ensure safe and proper use of all computer equipment.

• Reviews and understands monthly department P&L statements.

• Manage/Control supplies and inventory in the department. Proficiently utilizes Coupa system to order supplies.

• Manage the procedure for all Online Travel Agent partners ensuring accuracy with billing.

• Conduct and participate in approved and required departmental training.

• Ensure department team members are properly trained in approved and required programs to ensure their proficiency in their assigned tasks.

• Ability to adjust or balance the size of staff on a daily basis in order to maximize productivity or control labor costs without sacrificing customer service.

• Ability to obtain support for ideas and actions from subordinates, peers, or superiors in order to accomplish a task or goal.

• Coordinates publishing of in- house telephone directory; coordinates with all departments to ensure accuracy.

• Works with marketing for ticketing events.

BRING US YOUR BEST.

• High School Diploma or equivalent required.

• General knowledge of Microsoft Word, Excel, and Outlook is a plus, data entry experience preferred.

• Excellent communication and guest service skills are a must; friendly, outgoing and service oriented personality.

• Able to work any schedule understanding that the schedule may change as often as weekly.

• Prior guest service experience preferred.

• Valid Driver License preferred.

• Knowledge of hotel service operations.

• Experience with hotel/reservations property management systems.

• Associate’s degree preferable with emphasis in management, business, hospitality or an equivalent combination of education and experience.

• Preferable one (1) year supervisory experience in a guest service based environment.
• Must be 21 years of age.

STAY IN THE GAME. FOLLOW US.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via ESPN BET™ and theScore Bet Sportsbook and Casino®.

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet.

We're changing entertainment. Follow us.

Equal Opportunity Employer