Front Desk Agent Overnights

Overview

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be part of an exciting industry, where the days and nights are fast paced. You will work with a diverse set of coworkers driven by enthusiasm for helping people find and have more fun. The company cares about your career growth and provides support 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 a 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 length of employment.

• Greeting guests promptly upon arrival with a warm, professional, and welcoming demeanor, creating a positive first impression at every interaction.
• Communicating clearly and accurately regarding hotel amenities, outlet hours, services, local attractions, transportation options, and special events.
• Answering phones promptly and responding to lobby activity, guest inquiries, and internal requests with professionalism and positive communication.
• Completing guest check‑in and check‑out accurately in the PMS, confirming guest identity, payment method, room rate, preferences, room assignments, and electronic key access.
• Preparing and sending pre‑arrival communications, pre‑blocking room requests, resolving room discrepancies, and assigning rooms based on guest needs and availability.
• Handling guest concerns, complaints, and service recovery with tact and urgency, resolving issues within approved guidelines and escalating when appropriate.
• Coordinating special requests including but not limited to luggage assistance, dining reservations, transportation arrangements, and local recommendations to enhance the guest experience.
• Partnering with all necessary departments to support room readiness, personalized service, and guest satisfaction.
• Maintaining PMS accuracy by posting charges, collecting payments, verifying credit authorizations, inputting messages, and distributing guest mail or packages confidentially.
• Balancing assigned house cash bank and adhering to all cash‑handling procedures, financial controls, PCI compliance, and key control requirements.
• Generating, reviewing, and distributing required reports, maintaining accurate logs and documentation, and ensuring timely follow‑through on open items.
• Maintaining a clean, organized, and guest‑ready front office, lobby, and market area, ensuring items are stocked, rotated, and maintenance or ordering needs are reported.
• Protecting guest information and sensitive data while following all privacy, safety, emergency, appearance, and operational standards.
• Monitoring overnight hotel activity, performing property walks, and observing entrances, exits, stairwells, and public areas for cleanliness, safety, and security concerns.
• Balancing and reconciling all front office postings, verifying daily charges, adjustments, allowances, packages, taxes, and correcting or reporting discrepancies.
• Closing the business day in the PMS if applicable, completing nightly processing, preparing and distributing required audit and operational reports, and maintaining accurate logs and documentation.
• Supporting Finance and internal audit requests by providing documentation, reports, and follow‑up corrections as needed.
• Responding calmly and effectively to emergencies, alarms, and safety incidents, following all hotel emergency and security procedures.
• Maintaining proper key control, protecting guest and company confidentiality, and safeguarding sensitive information and access devices.
• Demonstrating reliability, professionalism, and flexibility by adhering to all company policies and conduct standards and performing additional job‑related duties as assigned.

• 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.