Front Desk Lead

WE’RE CHANGING ENTERTAINMENT. COME JOIN US.

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.

• Supervise daily activities of front desk agents
• Handle guest complaints and resolve issues
• Assist with group check-ins and time-saver guests
• Act as liaison between front office departments for guest service requests
• Monitor room availability and guest placement
• Serve as relief Front Desk Manager when needed
• Maintain established front desk procedures
• Monitor clerk overages and shortages
• Perform night audit and end-of-day procedures
• Train new and existing front desk agents
• Support guest services area as required
• Ensure work area is neat and fully stocked at end of shift
• Provide courteous and friendly service to all staff and guests

• Must be at least 18 years of age
• One to two years of front desk operations experience
• High school diploma or GED and two years of university-level coursework or equivalent
• Excellent communication skills
• Flexible availability for various shifts
• Full understanding of company and departmental rules, regulations, policies, and procedures
• Ability to read, write, and communicate effectively in English
• Professional, pleasant, confident, and well-groomed presentation
• Ability to perform basic math functions
• Ten-key and computer experience required
• Skilled in building and maintaining effective working relationships with staff
• General computer proficiency with Microsoft Word, Excel, and Outlook

• Ability to read and interpret documents such as safety rules, operating procedures, and manuals in English
• Strong verbal and written communication skills to interact effectively with guests, team members, and management
• Capable of conveying information clearly and professionally in high-pressure or fast-paced situations
• Able to understand and respond to guest inquiries, concerns, and feedback with courtesy and accuracy
• Must be able to document incidents, complete reports, and follow written instructions precisely
• Proficiency in communicating policies, procedures, and expectations to team members

• Ability to apply common sense and sound judgment to carry out written, oral, or diagrammed instructions
• Strong problem-solving skills in standardized situations involving multiple variables
• Capable of making quick decisions under pressure while maintaining guest satisfaction and safety
• Able to assess situations and respond appropriately to guest needs, operational challenges, or unexpected events
• Demonstrates logical thinking and adaptability in a fast-paced, high-volume environment
• Must be able to prioritize tasks and manage time effectively during peak business hours
• Ability to interpret and follow company policies, procedures, and regulatory guidelines
• Maintains professionalism and discretion when handling sensitive or confidential information

• Must qualify for all licensing and permit requirements as mandated by federal, state, and local regulations

• Regularly required to stand for extended periods and use hands to handle tools, equipment, and objects
• Frequently required to reach with arms, speak clearly, and actively listen in a fast-paced environment
• Visual acuity required, including close vision, color differentiation, and peripheral awareness
• Ability to lift and move:
  • Up to 10 lbs regularly
  • Up to 30 lbs frequently
  • Up to 50 lbs occasionally (with assistance or equipment as needed)
• Must be able to push, pull, bend, twist, stoop, crouch, kneel, and maintain balance in various work…