PENN Entertainment

Operates casinos, racetracks, and online betting

Front Desk Agent

Hotel Guest ServicesUpdated on Nov 12

Part-timeColumbus, OH, USANo salary listedIn-person

About the Job

Requirements

Must be at least 21 years of age.
A high school diploma or GED is required.
At least one year of customer service experience is required.
Must communicate clearly and professionally with guests, management, and team members.
Must have strong interpersonal, problem-solving, and guest service skills.
Must be able to work effectively under pressure while remaining calm and courteous.
Must be able to stand for extended periods and manage paperwork efficiently.
Must be available to work a flexible schedule, including weekends, holidays, and varied shifts.

Responsibilities

Greet guests promptly upon arrival with a warm, professional, and welcoming demeanor, creating a positive first impression at every interaction.
Communicate clearly and accurately about hotel amenities, outlet hours, services, local attractions, transportation options, and special events.
Answer phones promptly and respond professionally and positively to lobby activity, guest inquiries, and internal requests.
Complete guest check-in and check-out accurately in the property management system, confirming guest identity, payment method, room rate, preferences, room assignments, and electronic key access.
Prepare and send pre-arrival communications, pre-block room requests, resolve room discrepancies, and assign rooms based on guest needs and availability.
Handle guest concerns, complaints, and service recovery with tact and urgency, resolving issues within approved guidelines and escalating when appropriate.
Coordinate special requests, including luggage assistance, dining reservations, transportation arrangements, and local recommendations, to enhance the guest experience.
Partner with necessary departments to support room readiness, personalized service, and guest satisfaction.
Maintain property management system accuracy by posting charges, collecting payments, verifying credit authorizations, inputting messages, and distributing guest mail or packages confidentially.
Balance the assigned house cash bank and adhere to cash-handling procedures, financial controls, payment card industry compliance, and key control requirements.
Generate, review, and distribute required reports; maintain accurate logs and documentation; and ensure timely follow-through on open items.
Maintain a clean, organized, and guest-ready front office, lobby, and market area; ensure items are stocked and rotated; and report maintenance or ordering needs.
Protect guest information and sensitive data while following privacy, safety, emergency, appearance, and operational standards.
Monitor overnight hotel activity, perform property walks, and observe entrances, exits, stairwells, and public areas for cleanliness, safety, and security concerns.
Balance and reconcile front office postings, verify daily charges, adjustments, allowances, packages, and taxes, and correct or report discrepancies.
Close the business day in the property management system if applicable, complete nightly processing, prepare and distribute required audit and operational reports, and maintain accurate logs and documentation.
Support Finance and internal audit requests by providing documentation and reports and making follow-up corrections as needed.
Respond calmly and effectively to emergencies, alarms, and safety incidents by following hotel emergency and security procedures.
Maintain proper key control, protect guest and company confidentiality, and safeguard sensitive information and access devices.
Adhere to company policies and conduct standards, demonstrate reliability, professionalism, and flexibility, and perform additional job-related duties as assigned.

Desired Qualifications

Hotel experience is strongly preferred.
Computer proficiency is preferred, and experience with property management systems is a plus.
Bilingual English and Spanish skills are preferred.
Knowledge of local attractions, entertainment, and dining options is preferred.

WE LOVE OUR WORK.

Greeting guests promptly upon arrival with a warm, professional, and welcoming demeanor, creating a positive first impression at every interaction.
Communicates clearly and accurately regarding hotel amenities, outlet hours, services, local attractions, transportation options, and special events.
Answers phones promptly and responds to lobby activity, guest inquiries, and internal requests with professionalism and positive communication.
Complete guest check-in and check-out accurately in the PMS, confirming guest identity, payment method, room rate, preferences, room assignments, and electronic key access.
Prepares and sends pre-arrival communications, pre-blocks room requests, resolves room discrepancies and assigns rooms based on guest needs and availability.
Handles guest concerns, complaints, and service recovery with tact and urgency, resolving issues within approved guidelines and escalating when appropriate.
Coordinates special requests including but not limited to luggage assistance, dining reservations, transportation arrangements, and local recommendations to enhance the guest experience.
Partners with all necessary departments to support room readiness, personalized service, and guest satisfaction.
Maintains PMS accuracy by posting charges, collecting payments, verifying credit authorizations, inputting messages, and distributing guest mail or packages confidentially.
Balances assigned house cash bank and adheres to all cash-handling procedures, financial controls, PCI compliance, and key control requirements.
Generates, reviews, and distributes required reports, maintains accurate logs and documentation, and ensures timely follow-through on open items.
Maintains a clean, organized, and guest-ready front Office, lobby, and market area, ensuring items are stocked, rotated, and maintenance or ordering needs are reported.
Protects guest information and sensitive data while following all privacy, safety, emergency, appearance, and operational standards.
Monitors overnight hotel activity, performs property walks, and observes entrances, exits, stairwells, and public areas for cleanliness, safety, and security concerns.
Balance and reconcile all Front Office postings, verifying daily charges, adjustments, allowances, packages, taxes, and correcting or reporting discrepancies.

Closes the business day in the PMS if applicable, completes nightly processing, prepares and distributes required audit and operational reports, and maintains accurate logs and documentation.
Supports Finance and internal audit requests by providing documentation, reports, and follow-up corrections as needed.
Responds calmly and effectively to emergencies, alarms, and safety incidents, following all hotel emergency and security procedures.
Maintains proper key control, protects guest and company confidentiality, and safeguards sensitive information and access devices.
Demonstrate reliability, professionalism, and flexibility by adhering to all company policies and conduct standards and performing additional job-related duties as assigned.

BRING US YOUR BEST.

Must be at least 21 years of age.
Requires high school diploma/GED.
Minimum one year of customer service experience; hotel experience strongly preferred.
Ability to communicate clearly and professionally with guests, management, and team members.
Strong interpersonal, problem-solving, and guest service skills.
Ability to work effectively under pressure, always remaining calm and courteous.
Ability to stand for extended periods and manage paperwork efficiently.
Computer proficiency preferred, experience with property management systems a plus.
Bilingual English/Spanish skills preferred.
Knowledge of local attractions, entertainment, and dining options preferred.
Availability to work a flexible schedule including weekends, holidays, and varied shifts.

About the Company

PENN Entertainment

Operates casinos, racetracks, and online betting

Penn Entertainment runs a nationwide network of casinos and racetracks and builds a strong online gaming and sports betting platform. It operates 42 casinos and racetracks across 19 states, alongside a digital sports betting and iGaming presence and sports media properties. Its products work by combining physical venues with online platforms so customers can bet, play casino games, or follow sports content across both in-person and digital channels, using a unified account and cross-channel experiences. Compared with competitors, the company differentiates itself with its large, diverse footprint and its omni‑channel approach that links land-based gaming, online wagering, and media partnerships into one ecosystem. The company’s goal is to lead the North American gaming industry by growing its community of players and expanding its integrated entertainment experiences across physical venues, online platforms, and media.

Company size: 5,001-10,000
Company stage: IPO
Headquarters: Wyomissing, PA
Founded: 1972

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