Guest Experience Front Desk Agent

PENN Entertainment, Inc.; Columbus (OH); On-site; USD 19,000 - 28,000; Full time

Job summary

PENN Entertainment, Inc. is seeking a Front Desk professional in the Columbus area to greet guests, manage check-ins/outs, and provide accurate information on amenities and local attractions.

The role emphasizes professionalism, clear communication, and efficient use of the PMS and front desk tools. Responsibilities include handling guest requests, resolving issues with urgency, and supporting hotel operations to ensure a smooth guest experience.

Qualifications

• Must be at least 18 years of age.
• Six months to one year of computer experience required.
• Experience with LMS preferred.
• High school diploma or GED.

Responsibilities

• Greeting guests promptly with a warm, professional demeanor.
• Communicates clearly regarding hotel amenities, hours, services, and events.
• Answers phones promptly and responds to inquiries with professionalism.
• Complete guest check-in/check-out in the PMS, verify identity and payment.
• Prepare and send pre-arrival communications and block rooms as needed.
• Handle guest concerns and escalate when appropriate.
• Coordinate special requests to enhance guest experience.
• Maintain PMS accuracy, post charges, collect payments, and manage mail.

Skills

Excellent communication skills

English proficiency

Customer service

LMS experience

Front desk software

Education

High school diploma or GED

Tools

Front Desk System

Calculator

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

PENN Entertainment, Inc. is seeking a Front Desk professional in the Columbus area to greet guests, manage check-ins/outs, and provide accurate information on amenities and local attractions.

The role emphasizes professionalism, clear communication, and efficient use of the PMS and front desk tools. Responsibilities include handling guest requests, resolving issues with urgency, and supporting hotel operations to ensure a smooth guest experience.