Front Desk Assistant Manager

PENN Entertainment; Area G (Forster Creek/Mount Assiniboine); On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player in entertainment and hospitality is seeking a dynamic individual to manage front office operations and ensure exceptional guest experiences. This role involves overseeing check-in/check-out processes, training staff, and collaborating with various departments to maintain high service standards. With a focus on career growth and well-being, the company offers a supportive environment where your contributions can make a significant impact. If you're passionate about providing outstanding service and thrive in a fast-paced setting, this opportunity is perfect for you.

Benefits

Day-one medical coverage

401(k) matching

Annual performance bonuses

Paid time off

Qualifications

• Prior guest service experience preferred.
• Knowledge of hotel operations and property management systems.

Responsibilities

• Manage activities of the Hotel Front Office and RV Park on assigned shift.
• Hire, train, motivate, and supervise staff to meet objectives.

Skills

Microsoft Word

Microsoft Excel

Microsoft Outlook

Guest Service Skills

Communication Skills

Education

High School Diploma

Associate’s Degree in Management

Tools

Virtual Roster

HotSOS

Coupa System

Job description

WE’RE CHANGING ENTERTAINMENT. COME JOIN US.

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll be part of an exciting industry where the days and nights are fast-paced. You’ll work with a diverse set of coworkers driven by their enthusiasm for helping people find and enjoy more fun. We also care about your career growth and will support you in expanding your possibilities.

Initial placement within the salary range depends on relevant knowledge, skills, and experience. Base salary is one component of our competitive Total Rewards package, which includes wellness programs supporting your financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonuses—may vary by position. Paid time off is earned according to local policy and increases with employment duration.

Click HERE to learn how we empower team members to grow, thrive, and advance their careers.

WE LOVE OUR WORK.

• Manage activities of the Hotel Front Office, Bell Desk, and RV Park on assigned shift, ensuring smooth check-in/check-out processes and meeting guest needs, including questions and special requests.

• Assist with training call center operations to improve departmental productivity.

• Perform all job responsibilities that report to this position.

• Hire, train, motivate, evaluate, and supervise staff to ensure they have guidance and resources to meet objectives.

• Establish and maintain training procedures to deliver excellent guest service standards.

• Write professional responses to guest inquiries and complaints.

• Utilize Virtual Roster scheduling system proficiently to prepare daily and weekly schedules based on business needs.

• Use HotSOS to submit, track, and follow up on work orders.

• Address guest requests and resolve complaints promptly.

• Collaborate with Housekeeping, Facilities, and Player Development to manage room inventory.

• Ensure the safe and proper use of all computer equipment.

• Review and understand monthly department P&L statements.

• Manage supplies and inventory, utilizing the Coupa system for ordering.

• Oversee procedures with Online Travel Agent partners to ensure billing accuracy.

• Participate in departmental training to maintain service standards.

• Train team members in required programs for task proficiency.

• Adjust staffing levels daily to optimize productivity and control labor costs without compromising customer service.

• Gain support from subordinates, peers, or superiors to accomplish goals.

• Coordinate the publishing of the in-house telephone directory, ensuring departmental accuracy.

• Work with marketing on ticketing for events.

BRING US YOUR BEST.

• High School Diploma or equivalent required.

• Knowledge of Microsoft Word, Excel, and Outlook is a plus; data entry experience preferred.

• Excellent communication and guest service skills; friendly, outgoing, and service-oriented personality.

• Ability to work flexible schedules, understanding that they may change weekly.

• Prior guest service experience preferred.

• Valid Driver’s License preferred.

• Knowledge of hotel operations and property management systems.

• Associate’s degree in management, business, hospitality, or related field preferred; or equivalent experience.

• At least one year supervisory experience in a guest service environment preferred.

• Must be 21 years of age.

STAY IN THE GAME. FOLLOW US.

We’ve grown to become a leading provider of entertainment, sports content, and casino gaming across 43 destinations in North America, online sports betting, and iCasino via ESPN BET and theScore Bet Sportsbook and Casino.

We are committed to diversity and sustainability—values that benefit our community, team members, vendors, and planet.

We're changing entertainment. Follow us.

Equal Opportunity Employer