HOTEL FRONT DESK NIGHT AUDITOR

PENN Entertainment, Inc.; Aurora (CO); On-site; USD 20,000 - 26,000; Full time

Job summary

PENN Entertainment, Inc. is seeking an Overnight Front Desk Supervisor to lead the night team, oversee guest check-ins and check-outs, and ensure top-tier service. You will coordinate with Bell staff and housekeeping to maximize occupancy and guest satisfaction.

The role requires supervisory hospitality experience, strong communication, and proficiency with Microsoft Office. Flexibility for overnight shifts, weekends, and holidays is essential, with a competitive total rewards package.

Qualifications

• High School Diploma or equivalent required; college degree preferred.
• Two (2) years of experience in hospitality industry in a supervisory capacity required.
• Knowledge of casino/hotel industry strongly preferred.
• Excellent customer service and interpersonal skills are essential.
• Proficient in Microsoft Office applications (Word, Excel, Outlook, etc.).
• Ability to maintain confidentiality and professionalism.
• Excellent written and verbal communication skills; fluent and literate in English.
• Energy and proactive, strategic approach to issues.
• Strong organizational and time management skills.
• Able to work a flexible schedule including overnight, weekends, holidays, and fluctuating days off.

Responsibilities

• Adheres to departmental and property policies for guest service standards.
• Overnight Front Desk operations oversight, including Front Desk Agents, Telecommunications, and Bell staff.
• Provide direction and support to achieve departmental goals.
• Ensure training aligned with company standards.
• Oversee guest check-in/check-out and cash handling.
• Monitor call and room-related operations to ensure service levels.
• Pre-register eligible card holders and ensure rooms are ready for arrival.
• Address guest problems and complaints promptly and courteously.
• Perform night audit for date roll and maintain knowledge of events.

Skills

Customer service

Interpersonal skills

MS Office

Written and verbal communication

English fluent

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—mayvaryby position.Paid time off is earned according to the local policy and increases with the length of employment.

Responsibilities

• Adheres to all departmental and property policies and procedures regarding guest service standards.
• Responsible for Front Desk operations overnight, including overseeing Front Desk Agents, Telecommunications, and Bell staff in the performance of their duties.
• Provides direction and support for all team members in order to achieve departmental goals and objectives.
• Ensures all Front Desk team members receive proper training with emphasis on detail, in order to provide service levels consistent with company standards.
• Oversees customer check-in/check-out.
• Conducts all cash handling in accordance with established policy and monitors variances daily.
• Monitors telephone communication via call monitoring system.
• Authorized to verify pre-approved room comping levels and authorized to correct information as necessary.
• Processes discrepancy reports, rate variations, and credit reports.
• Works with Housekeeping and Casino Marketing to ensure timely guest check-in and maximum occupancy.
• Coordinates VIP arrivals and ensures all arrangements have been confirmed prior to arrival.
• Ensures all eligible card holders are pre-registered, and room is checked prior to arrival.
• Monitors volume to ensure fast, friendly, and efficient service.
• Ensures that guest problems/complaints are managed in an effective, courteous manner.
• Performs the night audit for date roll.
• Maintains knowledge of hotel, community, and special events in order to accurately provide guests with needed information.
• Performs duties of Front Desk Agents and other Front Desk and Services team members as needed.
• Performs all other related and compatible duties as assigned.
• Maintains strict confidentiality in all company matters.

Requirements

• High School Diploma or equivalent required; college degree preferred.
• Two (2) years of experience in hospitality industry in a supervisory capacity required.
• Knowledge of casino/hotel industry strongly preferred.
• Must have excellent customer service and interpersonal skills.
• Must be proficient in Microsoft Office applications (Word, Excel, Outlook, etc.).
• Ability to maintain a high level of confidentiality and professionalism.
• Must have excellent written and verbal communication skills; must be fluent and literate in English.
• Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues.
• Must have strong organizational and time management skills.
• Ability to work collaboratively and communicate effectively with team members at all levels of the organization.
• Must be able to work a flexible schedule including overnight, weekends, holidays, and fluctuating days off.