Front Desk Clerk

PENN Entertainment, Inc.; Lake Charles (LA); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Day-one medical coverage

401(k) matching

Annual performance bonus

Paid time off

Job summary

PENN Entertainment, Inc. is seeking a Front Desk/Guest Services professional in Lake Charles, LA. You will greet guests, handle check-in/check-out, take reservations, and resolve questions or issues with a focus on accuracy and courtesy.

The role requires strong customer service, English fluency, and the ability to work a flexible schedule including nights and weekends. Prior hospitality experience is preferred, with proficiency in Microsoft Office and confidentiality.

Qualifications

• High School Diploma or equivalent required.
• Prior hospitality or Front Desk experience preferred.
• Strong computer skills with proficiency in Microsoft Office applications preferred.
• Ability to maintain confidentiality and professionalism.
• Excellent customer service and interpersonal skills.
• Must have good written and verbal communication skills; fluent English.
• Basic math and money handling skills.
• Team-oriented with ability to meet deadlines and manage multiple priorities.
• Flexible schedule including nights, weekends, holidays, and varying days off.

Responsibilities

• Provides friendly and efficient service to guests during check in/check out procedures.
• Makes and confirms reservations and assists guests with problems or questions.
• Obtains information to guarantee rooms (identification, credit card verification, etc.).
• Performs Front Desk, Call Center, and other hotel-related duties as needed.
• Keeps Hotel Services Supervisor informed of any problems.
• Assists the Player Development team with reservations and requests.
• Verifies duties and ensures accuracy and adherence to policies.

Skills

Excellent customer service

Interpersonal skills

English fluency

Strong communication

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

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.

Responsibilities

• Provides friendly and efficient service to guests during check in/check out procedures.
• Makes and confirms reservations and assists guests with problems or questions.
• Obtains information necessary to guarantee rooms (e.g. identification, credit card verification, etc.).
• Performs Front Desk, Call Center, and other hotel-related duties when necessary.
• Keeps Hotel Services Supervisor informed of any problems.
• If assigned to “grave shift,” performs Night Audit duties and completes Flash Report in a correct and timely manner.
• Answers all reservation inquiries according to established guidelines, including assisting guests warranting complimentary accommodations.
• Maximizes resort revenues by selling reservations based on predetermined rate strategies.
• Accurately enters all reservations into the computer system according to department policy and procedure.
• Provides information to guests regarding local services and events.
• Assists the Player Development team with all reservations and requests.
• Performs group block management, including the entering of room lists, inventory control, coordination of casino reservations, checking resort room arrivals, and maintaining a professional relationship with all departments associated with the resort.
• Verifies duties and examines work for accuracy, neatness, and adherence to established policies and procedures.
• Remains current on all casino activities and assists guests with all inquiries.
• Answers phone and assists with clerical tasks.
• Ensures that rooms are clean prior to issuing keys.
• Receives cash, checks, credit cards, and comps in payment, obtaining proper approval and authorization.
• Maintains an operating bank, renders bills, and issues change.
• Ensures the timely delivery of all messages, mail, and packages left for guests and departments within the Hotel/Casino.
• Responsible for the control of safe deposit transactions.
• Works closely with the Executive Hosts to ensure that all complimentary and high-end amenity offerings are provided consistent with the agreed-upon arrangements.
• Empowered to ensure guests’ problems/concerns are resolved in a prompt, courteous, and efficient manner.
• Performs all other related and compatible duties as assigned.
• Maintains strict confidentiality in all company matters.

Requirements

• High School Diploma or equivalent required.
• Prior hospitality or Front Desk experience preferred.
• Strong computer skills with proficiency in Microsoft Office applications preferred.
• Ability to maintain a high level of confidentiality and professionalism.
• Must possess excellent customer service and interpersonal skills.
• Must have good written and verbal communication skills; must be fluent and literate in English.
• Must have basic math and money handling skills.
• Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues.
• Must have ability to work efficiently in a team-oriented environment.
• Ability to meet deadlines and effectively manage multiple priorities in a demanding work environment.
• Must be able to work a flexible schedule including nights, weekends, holidays, and fluctuating days off.