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 coworkers 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.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

Click HERE to discover how we empower team members to grow, thrive, and advance in their careers.

Summary:
Supports hotel operations by supervising staff and managing daily activities during assigned shifts. Ensures exceptional guest service, operational efficiency, and adherence to company standards.

Key Responsibilities:

• Supervise front desk staff and oversee shift operations.
• Monitor performance goals and support departmental budget compliance.
• Promote and uphold superior customer service standards.
• Handle guest inquiries, complaints, and service issues.
• Assist with reservations, folio settlements, and billing processes.
• Support Hotel Manager in overseeing Front Desk, VIP Hotel, and Guest Services.
• Manage daily arrivals/departures and occupancy to maximize revenue.
• Recommend improvements to hotel policies, room rates, and procedures.
• Maintain confidentiality in all company matters.

Qualifications & Requirements

Minimum Requirements:

• Must be at least 21 years of age.
• Associate’s degree in a related field preferred; or 1–2 years of relevant experience/training; or equivalent combination of education and experience.
• Ability to obtain and maintain all required licenses and certifications (e.g., Responsible Gaming, Illinois BASSET, State Food Safety).

Skills & Abilities:

• Strong written and verbal communication skills in English.
• Proficient in Microsoft Office (Excel, Access, Word) and hotel management software.
• Ability to write reports, business correspondence, and procedure manuals.
• Comfortable presenting information and responding to inquiries from guests, staff, and leadership.
• Basic math skills including ability to compute rates, ratios, and percentages.
• Strong problem-solving and conflict resolution skills; tactful and diplomatic in guest and team interactions.
• Flexible availability including nights, weekends, holidays, and overtime as needed.

Supervisory Responsibilities:

• May supervise staff during assigned shifts.
• Supports staff development, training, and recognition programs.
• Provides input on hiring, scheduling, performance evaluations, and disciplinary actions.

Physical Demands:

• Regularly required to stand, use hands, reach, talk, and hear.
• Must be able to lift/move up to 50 lbs and perform physical tasks such as bending, twisting, kneeling, and balancing.
• Specific vision abilities required: close, color, and peripheral vision.

Work Environment:

• Moderate noise level.
• May be exposed to second-hand tobacco smoke.
• Reasonable accommodations may be made for individuals with disabilities.

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