Guest Services Specialist - Front Desk

PENN Entertainment, Inc.; Columbus (OH); On-site; USD 17,000 - 25,000; 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 hiring a Front Desk Agent in Columbus, OH. You will greet guests, answer inquiries, and manage check-in/check-out using the PMS system.

The role requires strong customer service skills, professional communication, and the ability to handle busy periods with a calm, friendly demeanor. The position emphasizes guest satisfaction, knowledge of local attractions, and flexibility to work weekends and holidays.

Qualifications

• Minimum one year of customer service experience; hotel experience strongly preferred.
• Ability to communicate clearly and professionally with guests, management, and team members.
• Bilingual English/Spanish skills preferred.
• Knowledge of local attractions, entertainment, and dining options preferred.
• Availability to work a flexible schedule including weekends, holidays, and varied shifts.

Responsibilities

• Greet guests promptly with a warm, professional demeanor to set a positive first impression.
• Explain hotel amenities, outlet hours, services, local attractions, and events clearly.
• Answer phones promptly and respond to inquiries and requests professionally.
• Perform check-in/check-out in the PMS, verify identity and payment details.
• Process pre-arrival communications, block rooms, resolve discrepancies, and assign rooms accordingly.
• Handle guest concerns and service recovery following approved procedures and escalate when needed.
• Coordinate special requests (luggage, dining, transportation, local recommendations).
• Collaborate with departments to ensure room readiness and guest satisfaction.
• Maintain PMS accuracy, post charges, collect payments, and distribute mail securely.
• Balance cash bank, follow PCI controls, and maintain documentation and logs.
• Close business day in PMS, run nightly reports, and assist with audits.
• Support finance and internal audit with required documentation and corrections.
• Respond to emergencies calmly, following safety procedures.
• Protect guest and company data and maintain key control.

Skills

Customer service

Communication

Interpersonal skills

Problem solving

Guest service

Calm under pressure

Bilingual English/Spanish

Standing for long periods

Education

High school diploma or GED

Tools

PMS (Property Management System)

Job description

PENN Entertainment, Inc. is hiring a Front Desk Agent in Columbus, OH. You will greet guests, answer inquiries, and manage check-in/check-out using the PMS system.

The role requires strong customer service skills, professional communication, and the ability to handle busy periods with a calm, friendly demeanor. The position emphasizes guest satisfaction, knowledge of local attractions, and flexibility to work weekends and holidays.