Hotel Front Office Assistant Shift Manager

ViziRecruiter,LLC.; Brackney (PA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Day-one medical coverage

401(k) matching

Annual performance bonus

Paid time off

Job summary

A leading entertainment organization in Brackney, PA, is seeking a Front Office Supervisor to oversee operations, train staff, and ensure exceptional guest experiences. This role requires strong leadership abilities, problem-solving skills, and proficiency in relevant software. Candidates should be at least 21 years old and preferably hold an Associate's degree. The position offers opportunities for growth in an exciting, fast-paced environment with a focus on teamwork and employee support.

Qualifications

• Must be at least 21 years of age.
• One to two years related experience and/or training.
• Strong communication and writing skills.
• Ability to present information to groups of managers, clients, customers, and the public.
• Strong math skills: rate, ratio, and percentage; ability to interpret graphs.
• Proficient in Microsoft Office and hotel software.
• Able to interact with guests, staff, and resolve conflicts diplomatically.
• Flexible to work all shifts, including holidays, nights, weekends, and overtime.

Responsibilities

• Supervises front office operations during shifts.
• Trains staff and manages workflow.
• Handles guest concerns and service recovery.
• Trains, coaches, and provides real‑time feedback to front Office staff.
• Ensures fast, accurate, and professional guest service and handles escalated concerns.
• Supports front Office staff with check‑ins, check‑outs, room moves, and PMS entries.
• Maintains PMS accuracy by resolving room status discrepancies.
• Monitors cash handling, PCI compliance, and financial controls.
• Partners with departments to coordinate room readiness and VIP needs.
• Ensures lobby and market areas remain clean and guest‑ready.
• Performs additional job‑related duties as assigned.

Skills

Guest relations

Leadership

Problem-solving

Microsoft Office proficiency

Hotel software

Guest service

Education

Associate’s degree in related field

Tools

Hotel management software

Microsoft Excel

Microsoft Word

Hotel PMS software

Job description

Introduction

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.

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

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.

Responsibilities

• Supervises front Office operations and team members during the assigned shift, planning, assigning, and directing daily work while ensuring service and operational standards are met.
• Assists Front Office Manager in overseeing Hotel Operations to include, though not be limited to: Front Office, Gift Shop, Vale,t and cross‑functional teams,
• Maintains visible leadership in the lobby during peak periods, monitoring workflow, guest flow, and team performance to ensure a smooth and welcoming guest experience.
• Trains, coaches, and provides real‑time feedback to front Office staff, reinforcing service standards, procedures, appearance guidelines, and company policies.
• Ensures fast, accurate, and professional guest service, handling escalated guest concerns, complaints, and service recovery with sound judgment and composure.
• Supports front Office staff with check‑ins, check‑outs, room moves, folio corrections, special requests, and accurate PMS entries, including rates, room assignments, and guest information.
• Maintains PMS accuracy by resolving room status discrepancies, reviewing daily reports, and ensuring logs, documentation, and system updates are complete and accurate.
• Monitors cash handling, credit authorizations, PCI compliance, and financial controls, ensuring adherence to all established procedures.
• Partners with all necessary departments to coordinate room readiness, VIP arrivals, amenities, and special guest needs.
• Ensures front Office, lobby, and market areas remain clean, organized, stocked, and guest‑ready, communicating ordering, maintenance, or operational needs as necessary.
• Perform any additional job‑related duties as assigned.

SUPERVISORY RESPONSIBILITIES

• Responsible for staff development and facilitating training programs.
• Responsible for the rewards and recognition program to maximize employee engagement.
• Evaluates team members within the department and delivers constructive feedback to employees regarding performance.
• Provides recommendations for staffing (including interviewing and hiring) and scheduling (planning, assigning, and directing work) to meet business needs.
• Manages work procedures and expedites workflow.

Makes recommendations about hotel policies and services, and resolves occupants’ complaints while supporting all customer service programs. Responsible for maintaining maximized occupancy and revenue for hotel operations. Makes recommendations for the financial activities of the hotel, such as setting room rates and policies/procedures. Provides recommendations for employee performance (disciplining, coaching, and counseling).

Requirements

• Must be at least 21 years of age.
• Associate’s degree (A.A.) in related field preferred; one to two years related experience and/or training; or equivalent combination of education and experience.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.
• Must be proficient in Microsoft applications (Excel, Access, and Word) and in hotel software.
• Must have the ability to interact with guests, staff, and colleagues and resolve problems and conflicts diplomatically and tactfully.
• Flexible to work all shifts, including holidays, nights, weekends, and overtime as business needs dictate.