Guest Experience Specialist — Front Desk

PENN Entertainment, Inc.; Aurora, Northern (CO, KY); Hybrid; USD 32,000 - 52,000; Full time

Job summary

PENN Entertainment, Inc. is seeking a Front Desk/Guest Services professional to warmly greet guests, check them in and out, and coordinate services to ensure a superb stay at our Aurora property. You will communicate clearly, handle requests, and support smooth operations across departments.

Previous hospitality or hotel experience is preferred and bilingual ability is a plus. Join a dynamic team at a property that values guest satisfaction, attention to detail, and professional conduct.

Qualifications

• Minimum one year of customer service experience; hotel experience strongly preferred.
• Must be able to communicate clearly and professionally with guests, management, and team members.
• Bilingual English/Spanish skills preferred.

Responsibilities

• Greet guests promptly upon arrival with a welcoming demeanor.
• Explain hotel amenities, outlet hours, services, local attractions, and events.
• Answer phones and respond to lobby activity professionally.
• Complete guest check-in/check-out in the PMS with accurate details and preferences.
• Prepare pre-arrival communications, pre-block room requests, and assign rooms.
• Handle guest concerns and service recovery within guidelines; escalate when needed.
• Coordinate special requests and assist with transportation, dining, and local recommendations.
• Maintain PMS accuracy and post charges; manage confidential mail and packages.
• Balance cash bank, follow PCI compliance and key control requirements.
• Generate reports, maintain logs, and ensure timely follow-through on open items.
• Maintain a clean, organized front office and lobby area; report maintenance needs.
• Protect guest information and follow privacy and safety standards.
• Monitor overnight activity and conduct property walks for safety and cleanliness.
• Close business day in the PMS and distribute audit/operational reports.
• Support Finance and internal audit with documentation and corrections as needed.
• Respond to emergencies calmly and follow all safety protocols.
• Demonstrate reliability, professionalism, and flexibility per company policies.

Skills

Customer service

Communication

Bilingual Eng/Span

Education

High school diploma

Tools

Computer proficiency

PMS familiarity

Job description

PENN Entertainment, Inc. is seeking a Front Desk/Guest Services professional to warmly greet guests, check them in and out, and coordinate services to ensure a superb stay at our Aurora property. You will communicate clearly, handle requests, and support smooth operations across departments.

Previous hospitality or hotel experience is preferred and bilingual ability is a plus. Join a dynamic team at a property that values guest satisfaction, attention to detail, and professional conduct.