HOTEL FRONT DESK REPRESENTATIVE

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

Introduction

...

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.

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

Responsibilities

• Greeting guests promptly upon arrival with a warm, professional, and welcoming demeanor, creating a positive first impression at every interaction.
• Communicates clearly and accurately regarding hotel amenities, outlet hours, services, local attractions, transportation options, and special events.
• Answers phones promptly and responds to lobby activity, guest inquiries, and internal requests with professionalism and positive communication.
• Complete guest check-in and check-out accurately in the PMS, confirming guest identity, payment method, room rate, preferences, room assignments, and electronic key access.
• Prepares and sends pre-arrival communications, pre-blocks room requests, resolves room discrepancies and assigns rooms based on guest needs and availability.
• Handles guest concerns, complaints, and service recovery with tact and urgency, resolving issues within approved guidelines and escalating when appropriate.
• Coordinates special requests including but not limited to luggage assistance, dining reservations, transportation arrangements, and local recommendations to enhance the guest experience.
• Partners with all necessary departments to support room readiness, personalized service, and guest satisfaction.
• Maintains PMS accuracy by posting charges, collecting payments, verifying credit authorizations, inputting messages, and distributing guest mail or packages confidentially.
• Balances assigned house cash bank and adheres to all cash-handling procedures, financial controls, PCI compliance, and key control requirements.
• Generates, reviews, and distributes required reports, maintains accurate logs and documentation, and ensures timely follow-through on open items.
• Maintains a clean, organized, and guest-ready front Office, lobby, and market area, ensuring items are stocked, rotated, and maintenance or ordering needs are reported.
• Protects guest information and sensitive data while following all privacy, safety, emergency, appearance, and operational standards.
• Monitors overnight hotel activity, performs property walks, and observes entrances, exits, stairwells, and public areas for cleanliness, safety, and security concerns.
• Balance and reconcile all Front Office postings, verifying daily charges, adjustments, allowances, packages, taxes, and correcting or reporting discrepancies.
• Closes the business day in the PMS if applicable, completes nightly processing, prepares and distributes required audit and operational reports, and maintains accurate logs and documentation.
• Supports Finance and internal audit requests by providing documentation, reports, and follow-up corrections as needed.
• Responds calmly and effectively to emergencies, alarms, and safety incidents, following all hotel emergency and security procedures.
• Maintains proper key control, protects guest and company confidentiality, and safeguards sensitive information and access devices.
• Demonstrate reliability, professionalism, and flexibility by adhering to all company policies and conduct standards and performing additional job-related duties as assigned.

Requirements

• Must be at least 21 years of age.
• Requires high school diploma/GED.
• Minimum one year of customer service experience; hotel experience strongly preferred.
• Ability to communicate clearly and professionally with guests, management, and team members.
• Strong interpersonal, problem-solving, and guest service skills.
• Ability to work effectively under pressure, always remaining calm and courteous.
• Ability to stand for extended periods and manage paperwork efficiently.
• Computer proficiency preferred, experience with property management systems a plus.
• 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.