Front Desk Assistant Shift Manager

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!

- Responsible for supervising staff and the overall daily management of a designated shift. Supports, administers and manages operational goals and monitors achievements of performance and profit objectives.

- Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.

- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.  Ensures customer service standards are followed by all team members and addresses issues as they arise. 

- Provides direction for staff on assigned shift.

- Assists with posting charges, and settling of folios for individuals and groups, if applicable, on assigned shift.

- Addresses and manages complaints, grievances or concerns from team members on assigned shift.

- Answers inquiries pertaining to hotel policies and services, and resolve occupants’ complaints while supporting all customer service programs on assigned shift.

- Assists Hotel Manager in overseeing Hotel Operations to include though not be limited to: Front Desk, ViP Hotel, and Guest Services.

- Assists in inspection of projects after completion for satisfactory results.

- Assists Hotel Manager in maintaining all master and direct bill accounts.

- Assists with management of daily arrivals and departures in reservation system on assigned shift.

- Makes recommendations pertaining to hotel policies and services, and resolve occupants’ complaints while supporting all customer service programs.

- Responsible for maintaining maximized occupancy and revenue for Hotel operations. 

- Makes recommendations for financial activities of Hotel such as setting room rates and policies/procedures.

- Maintains strict confidentiality in all departmental and company matters.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age. 

- Associate’s degree (A.A.) in related field preferred; one to two years related experience and/or training; or equivalent combination of education and experience.

- Ability to write reports, business correspondence, and procedure manuals.

- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

- Must be proficient in Microsoft applications (Excel, Access, and Word) and in hotel software. 

- Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner. 

- Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.  

- This job may or may not have supervisory responsibilities. 

- Responsible for staff development and training programs.

- Responsible for rewards and recognition program to maximize employee engagement.

- Evaluates team members within department and delivers constructive feedback to employees in regards to performance.

- Provides recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.

- Manages work procedures and expedites workflow.

- Provides recommendation for employee performance (disciplining, coaching, and counseling).

LANGUAGE SKILLS Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required.  

REASONiNG ABILITY Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.  

CERTIFiCATES, LICENSES, REGiSTRATiONS Employee must be able to qualify for licenses and permits required by federal, state and local regulations. Must successfully complete Responsible Gaming, illinois Basset and State Food Safety training.  

PHYSICAL DEMANDS  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   While performing the duties of this job, the employee is regularly required to stand and use hands to handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.   The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.  

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.   Employee could be exposed to an environment containing unrestricted second hand tobacco smoke.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via ESPN BET™ and theScore Bet Sportsbook and Casino®.

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet. 

We're changing entertainment. Follow us.

Equal Opportunity Employer