Lead Front Desk Clerk

About the role

We’re looking for talented individuals who believe in having fun and want to be part of an exciting industry. Join us at PENN Entertainment, where you'll work with a diverse team of enthusiastic professionals.

Responsibilities

• Acts as a leader of the department, working with and on behalf of the supervisory team; keeps team members and department leaders well-informed regarding hotel operations.
• Provides training and insight to Front Desk Clerks; distributes shift work to team members as directed.
• Possesses complete knowledge of Hotel Front Desk policies and procedures and assures their implementation.
• Responsible for the accurate check-in and check-out of each guest.
• Handles complex guest service situations such as room moves and unassigned reservations; acts as communication center between guests and various internal departments to ensure guest satisfaction.
• Ensures that all guest contact is positive, informative, and thorough.
• Ensures that rooms are clean prior to issuing keys.
• Responsible for posting charges and settling folios for individuals, groups, and due outs communicated through Housekeeping.
• Accurately enters all reservations into the computer system according to departmental policy and procedure.
• Assists the Player Development team with all reservations and requests.
• Performs group block management, including the entering of room lists, inventory control, coordination of casino reservations, checking resort room arrivals, and maintaining a professional relationship with all departments associated with the resort.
• Answers phone and assists with clerical tasks.
• Receives cash, checks, Credit cards, and comps in payment, obtaining proper approval and authorization.
• Maintains an operating bank, renders bills and issues change; verifies accuracy of Front Desk Clerks’ banks and Audits.
• Answers all reservation inquiries according to established guidelines, including assisting guests warranting complimentary accommodations.
• Ensures the timely delivery of all messages, mail, and packages left for guests and departments within the hotel/casino.
• Responsible for the control of safe deposit transactions.
• Works closely with the Executive Hosts to ensure that all complimentary and high-end amenity offerings are provided consistent with the agreed-upon arrangements.
• Maintains knowledge of casino, hotel, community, and special events in order to provide guests with superior service.
• Authorized to verify pre-approved room comping levels and to change incorrect information.
• Performs as a Front Desk Clerk when necessary.
• Solves service issues according to established guidelines and procedures.
• Performs all other related and compatible duties as assigned.
• Maintains strict confidentiality in all company matters.

Requirements

• High School Diploma or equivalent required.
• Minimum one (1) year of hospitality or Front Desk experience required.
• Complete working knowledge of Front Desk Clerk’s duties required.
• Must have excellent written and verbal communication skills; must be fluent and literate in English.
• Ability to maintain a high level of confidentiality and professionalism.
• Strong computer skills with proficiency in Microsoft Office applications preferred.
• Must possess excellent customer service and interpersonal skills.
• Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues.
• Must have basic math and money handling skills.
• Demonstrates strong leadership and organizational skills.
• Ability to interact with guests, staff, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Must have the ability to work efficiently in a team-oriented environment.
• Ability to meet deadlines and effectively manage multiple priorities in a demanding work environment.
• Ability to work collaboratively and communicate effectively with team members at all levels of the organization.
• Must be able to work a flexible schedule including nights, weekends, holidays, and fluctuating days off.