Hotel Services Representative - Full Time

About the Role

At PENN Entertainment, you’ll be part of an exciting industry with fast-paced days and nights, working alongside a diverse team driven by enthusiasm for helping people find and have more fun. The company supports career growth and offers a competitive Total Rewards package focused on financial, physical, and mental well-being.

Responsibilities (All Roles)

• Maintain knowledge of property amenities, events, and local area services to assist guests effectively.
• Enthusiastically support, actively promote, and demonstrate superior customer service in accordance with department and company standards.
• Assist with Pool and Hollydeck duties, including picking up towels and trash, running food items to guests, checking wristbands, and responding to guest inquiries.
• Report issues to Hotel Services leadership.
• Ensure compliance with all regulatory requirements within your area of responsibility and report potential issues to management.
• Maintain strict confidentiality in all departmental and company matters.

Hotel Services Representative

• Assign and assist guests with hotel room reservations and arrivals.
• Provide friendly, professional, and efficient service during check-in, check-out, and throughout guests' stays.
• Assist guests with reservations, questions, and concerns, resolving issues promptly.
• Process payments, verify identification, and ensure accurate account posting.
• Deliver items to guest rooms, including @Your Door orders and sundry items.
• Notify Hotel Services leadership of guest issues, maintenance concerns, or policy violations.
• Answer phones, respond to inquiries, and perform clerical duties as assigned.

RV Park Attendant

• Assign and assist guests with RV park site reservations and arrivals.
• Collect and account for all RV site revenue in compliance with company policies.
• Provide friendly, professional, and efficient service during check-in, check-out, and throughout guests' stays.
• Accurately complete web check-ins for hotel and RV park arrivals.
• Answer phones, respond to inquiries, and perform clerical duties as assigned.
• Inspect the RV Park and all related amenities.
• Submit IT or Maintenance tickets for applicable issues and report them to Hotel Services leadership.
• Ensure the RV Park is always neat and guest-ready.
• Notify Hotel Services leadership of guest issues, maintenance concerns, or policy violations.

Requirements

• Must be 18 years of age or older.
• High School Diploma or GED; one to six months of related experience and/or training, or an equivalent combination of education and experience.
• Strong interpersonal skills.
• Proficiency in Microsoft applications (Excel, Word, Outlook, and Internet Explorer).
• Hotel reservation system experience preferred but not required.
• Excellent written and verbal communication skills.
• Ability to count money and make change correctly.
• Ability to work high-volume days, nights, holidays, and weekends as needed.
• Ability to present information and respond to questions from managers, clients, customers, and the public.
• Ability to interact with guests, staff, and colleagues and resolve problems diplomatically.
• Must successfully complete ServSafe training certification course.

Benefits

• Day-one medical coverage.
• 401(k) matching.
• Annual performance bonus.
• Paid time off that increases with length of employment.
• Wellness programs supporting financial, physical, and mental well-being.

Pay

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience.