Front Desk Assistant Shift Manager

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.

• Responsible for supervising staff and the overall daily management of a designated shift. Supports, administers, and manages operational goals and monitors achievements of performance and profit objectives.
• Assists in creating effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
• Responsible for assisting in the budget process for the department and providing recommendations; ensuring compliance with departmental budget initiatives; reporting budget concerns to manager.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise.
• Answers inquiries pertaining to hotel policies and services, and resolve occupants’ complaints while supporting all customer service programs on assigned shift.
• Assists with management of daily arrivals and departures in reservation system on assigned shift.
• Provides direction for Hotel supervisory staff on assigned shift.
• Assists with posting charges, and settling of folios for individuals and groups, if applicable, on assigned shift.
• Addresses and manages complaints, grievances or concerns from team members on assigned shift.
• Responsible for ensuring compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• Maintains strict confidentiality in all departmental and company matters. Acts as manager on duty in the absence of the Hotel Manager, to ensure the very best guest service is delivered by the team.

• Responsible for staff development and training programs.
• Responsible for rewards and recognition program to maximize employee engagement.
• Evaluates team members within department and delivers constructive feedback to employees regarding performance.
• Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
• Determines work procedures and expedites workflow.
• Responsible for employee performance (disciplining, coaching, counseling).
• Responsible for developing and implementing a quality control program to ensure the very best guest service and guest room products are delivered to each and every customer.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree (B.A.) from four‑year college or university; or two years' related experience and/or training; or equivalent combination of education and experience.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business…