Hotel Front Desk Clerk Lead- Full Time

				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 co-workers 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. 

Click HERE to learn more about our Day 1 Benefits, 401k Program, Company Perks, Career Opportunities, Advancement Programs, Scholarships and more!

Responsibilities:

* Adheres to all departmental and property policies and procedures regarding guest service standards.
*  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. 
* Resolves service issues according to established guidelines and procedures. 
*  Performs all other related and compatible duties as assigned.
*  Maintains strict confidentiality in all company matters.

Qualifications:

* 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.
			

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Penn National Gaming, Inc.

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