Front Desk Lead

Overview

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.

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

• Manage the day to day activities of the front desk personnel and operations.
• Perform a pre‑shift briefing for front desk personnel.
• Handle guest complaints on a regular basis.
• Assist with major group arrivals and departures.
• Review and make recommendations with regard to scheduling.
• Act as the liaison between other front office departments with regard to requests for service from the hotel guests.
• Have the schedule flexibility to rotate every 4‑6 months between day shifts, swing shifts & overnight shifts based on management discretion in order to learn tasks associated with each shift.
• Monitor rooms available and the placement of guests.
• Act as back up to Front Desk Assistant Manager as required.
• Recommend and assist with the implementation of policies.
• Attend catering, front desk and sales meetings as required.
• Maintain established procedures of the front desk.
• Assist the hotel operations assistant with special projects or front desk related tasks as required
• Monitor agent overages and shortages.
• Train new and existing front desk agents.
• Ensure area is neat and fully stocked at the end of shift.
• Help assist Front Desk Assistant Managers when creating team member reviews and offer feedback accordingly
• Required to work as front desk agent role on occasion pending schedule rotation
• Learn and be able to understand additional hotel operation functions such as the M Availability Table, New hire software, group report, group resumes & weekly forecast reports.
• Must provide courteous and friendly service to all staff and guests.
• Perform related duties as requested.

EXPERIENCE:

1 year of Front Desk Operation with some leadership experience required.

EDUCATION:

Bachelor's Degree in related field or equivalent.

SKILLS:

Excellent communication skills. Flexible working hours. Full knowledge and understanding of company and department rules, regulations, policies and procedures. Ability to read, write, and communicate verbally in English. Ability to present self in a professional, pleasant, confident and well‑groomed manner. Ability to perform basic math. Ten key and computer experience required. Skill in establishing and maintaining effective working relationships with staff.

General computer skills using Microsoft Office Word, Excel and Outlook.

CERTIFICATE/LICENSE: N/A