Group Reservations Agent - Call Center

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.

Additional responsibilities may be assigned as needed:

• Coordinate group reservations and conference processes, including creation and management of group room blocks
• Maintain cut-off dates and accurately input rooming lists
• Communicate with group contacts and participate in pre-conference meetings alongside the sales team
• Provide courteous and professional service to all staff and guests

• Must be at least 18 years of age
• Prior experience in booking group reservations and conferences preferred
• High School Diploma or GED required
• Strong verbal and written communication skills
• Thorough understanding of company and departmental policies and procedures
• Ability to maintain confidentiality of sensitive information
• Proficient in basic math
• Typing speed of 35 words per minute
• Skilled in building and maintaining effective working relationships with staff and guests
• Proficient in Microsoft Office applications:
  Word, Excel, and Outlook
• Familiarity with reservation systems including LMS, SDD, Intellidesk, and Delphi

• None

• 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…