LEC 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. 
*  Handles PBX switchboard as directed. 
* Promotes a positive environment to achieve job satisfaction for all team members. 
*  Promotes future sales through contact with guests. 
* Provides positive communication and uses Hilton CARE Culture with every patron and co-worker. 
*  Performs duties in a safe manner; reports any potential safety hazards to management staff. 
* Performs any reasonable, temporarily assigned job duties outside the position's job description, where, in the Company's judgment, those duties are necessary in the interest of efficiency, productivity, or guest service. 
* Maintains strict confidentiality in all company matters.

Qualifications:

* Must be at least 18 years of age. 
* 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, fluctuating days off, and overtime as needed. 
* Ability to tolerate second-hand smoke, noise, and bright lights. 
* Ability to work at a fast pace in often crowded/noisy environment. 
*  Must meet professional appearance standards as prescribed by company policy. 
* Employee is regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee is occasionally required to walk; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. 
*  The employee must be able to lift and/or move up to 50 lbs.
			

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Penn National Gaming, Inc.

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