Hotel Front Desk Shift Manager (Swing and Overnight)

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!

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Responsible for providing guidance and daily supervision to staff in the department. Supports and administers operational goals and monitors achievements of performance and profit objectives.
• Adheres to scheduling and coordinates with manager any scheduling concerns, with attention to guest satisfaction.
• Responsible for supporting compliance to departmental budgets.
• 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. 
• Ensures team provides high level of quality service standards.
• Compliant with all regulatory requirements within area of responsibility.
• Answers inquiries pertaining to hotel policies and services, and resolve guests’ complaints while supporting all customer service programs.
• Supports Front Desk team members with tasks as needed.
• Adheres to operational goals.
• Works toward operational goals and monitors achievement of performance objectives.
• Protects and preserves assets of the company.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• Maintains strict confidentiality in all departmental and company matters.

SUPERVISORY RESPONSIBILITIES                                                     

This job may or may not have supervisory responsibilities.

• Manages work procedures and expedites workflow.
• Provides coaching and counseling to team members.

QUALIFICATION REQUIREMENTS  

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.

• Associates Degree (A. A.) in hotel, tourism, or hospitality (or related field); or one to two years related experience and/or training; or equivalent combination of education and experience.
• Ability to write reports and business correspondence.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Must be proficient in Microsoft applications (Excel, Work, and Outlook).
• 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.
• Knowledge of hotel system software.

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. 

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Equal Opportunity Employer