Hotel Lead Services Representative - Full Time

PENN Entertainment; Bay St. Louis, Bay Lake (MS, FL); On-site; USD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated individual to oversee Hotel Services operations. This role offers a dynamic work environment where you'll manage a diverse team and ensure exceptional customer experiences. With responsibilities ranging from supervising front desk operations to maximizing resort revenues, you will play a crucial part in the success of our hospitality services. Join a company that values your growth and well-being, offering comprehensive benefits and opportunities for advancement. If you are passionate about hospitality and thrive in a fast-paced environment, this is the perfect opportunity for you.

Benefits

Day-One Medical Coverage

401(k) Matching

Annual Performance Bonus

Paid Time Off

Wellness Programs

Qualifications

• Prior hotel experience and management skills required.
• Must have a minimum of two-year experience in a reservations/front office position.

Responsibilities

• Supervise Hotel Services and ensure smooth operations.
• Assist with training and evaluating team members.
• Maximize resort revenues by managing reservations.

Skills

Customer Service Skills

Communication Skills

Management Skills

Problem Solving

Basic Computer Knowledge

Education

Associate's Degree or Equivalent

Tools

Reservation Systems

Job description

WE’RE CHANGING ENTERTAINMENT. COME JOIN US.

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

WE LOVE OUR WORK.

• Responsible for the smooth operation of the Hotel Services department and its team members on an assigned shift.
• Responsible for Hotel Services Representatives and Bell Representatives on assigned shift.
• Informs management of the status of operations on a daily basis.
• Directly supervises the Call Center, Front Desk, Bellman, and RV Park areas.
• Assists Assistant Hotel Services Supervisors in counseling, training, evaluating and daily operations of the call center & front desk area.
• Performs Hotel Services, and other hotel related duties when necessary.
• Keeps Hotel Services Supervisor informed of any problems.
• Employees who work grave shift must perform Night Audit duties and complete and Flash Report in a correct and timely manner.
• To maximize resort revenues by selling reservations based on predetermined rate strategies.
• To accurately enter all reservations into the computer system based on set policy and procedure.
• To assist the Hotel Services Supervisors with performing all the duties associated with the resort's Call Center, Front Desk, Bellmen, and RV Park areas. These duties include, but not limited to, group block management, the entering of room listings, inventory control, coordination of casino reservations, disciplining, training, and evaluating of Hotel Services team members and maintaining a professional relationship with all departments associated with the property.
• Assists with tracking of group, convention, and corporate pickup as well as player tracking.
• Exhibits a friendly, helpful and courteous manner when dealing with customers and fellow team members.
• Any and all duties as assigned by your Manager or a member of management.

BRING US YOUR BEST.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 18 years of age.

• Prior hotel experience and management skills required.
• Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
• Must have a minimum of two-year experience in a reservations/front office position. Also must possess good customer service as well as communication skills, both oral and written.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or team members of organization.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Must be able to obtain a Mississippi Gaming License.
• Basic computer knowledge.
• Must have a valid driver's license with a clean driving record.
• Must successfully complete ServSafe Alcohol training certification course.
• Good communication, motivational and organizational skills required.

STAY IN THE GAME. FOLLOW US.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via ESPN BET and theScore Bet Sportsbook and Casino.

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet.

We're changing entertainment.Follow us.

Equal Opportunity Employer