Night Auditor/Guest Service Agent

Hollywood Casino at Charles Town Races; Charles Town (WV); On-site; USD 28,000 - 36,000; Full time

Job summary

Hollywood Casino at Charles Town Races in West Virginia seeks a Front Desk Agent to welcome guests, handle check-ins/outs, and coordinate with hotel and casino services. You will provide outstanding service, book reservations, manage room inventory, and guide guests with local information.

A strong focus on accuracy, communication, and professional appearance is essential. The role requires familiarity with billing, cash handling, and operating PM systems; prior front desk or accounting

Qualifications

• Previous front desk experience in hospitality or similar role preferred.
• Strong numerical and cash handling skills.
• Excellent communication, both written and verbal, with guests and team members.

Responsibilities

• Provides outstanding customer service to HCCTR guests and establishes positive relationships.
• Answers and facilitates all incoming switchboard calls to the Hotel and Casino.
• Books guest hotel reservations and manages room inventory.
• Promotes hotel and casino services, facilities, and outlets.
• Performs front desk duties including check-in/check-out with courtesy and accuracy.
• Resolves guest concerns and comments per established standards.
• Ensures safety, security, and efficient operation with Housekeeping and Facilities.
• Manages cashiering tasks, deposits, and shift-audit responsibilities.

Skills

Customer service

Cash handling

Communication

Accounting/audit experience

Excel

PM systems

Tools

Microsoft Office

POS systems

Reservation/CRM software

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.

• Provides outstanding customer service to HCCTR internal and external guests and establishes a positive relationship with our guests
• Answers and facilitates all incoming switchboard calls to the Hotel and Casino
• Books guest hotel reservations
• Maintains the guest room inventory of the hotel and sells remaining room inventory
• Promotes the hotel and casino services, facilities and outlets
• Provides guests with information and directions to local attractions
• Performs Front Desk Agent duties to include guest check-in and check-out in a friendly, courteous and helpful manner
• Checks for double bookings and adjusts to meet guest expectations
• Responsible for clearing trace files
• Responsible for handling guest relocations (aka walks)
• Resolves guest concerns according to established standards, ensuring guest satisfaction
• Responds to guest requests promptly and courteously; follows up on all guest requests personally to ensure complete guest satisfaction
• Provides a professional image at all times through appearance and positive behavior
• Resolves minor guest complaints to the satifactory of the customer, i nforms supervisor of major problems, complaints, disturbances or unhappy guests through shift recaps.
• Responds as an expert in emergency procedures and has a thorough knowledge of all crisis communication material.
• Runs all emergency reports.
• Communicates regularly with Housekeeping and Facilities to ensure safety and security of guests and team members
• Issues, controls, and releases safe-deposit boxes.
• Advise the manager if any overcommitment of room type.
• Responsible for communicating with the Director of Hotel Operations all no-shows, late cancellations and relocated guests.
• Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier's reports and prepares deposits.
• Maintains cashier bank in accordance with HCCTR policies.
• Completes shift and audit checklist tasks, such as credit check, high balance ledger and no-post report.
• Maintains complete knowledge and complies with all hotel and departmental policies and procedures.
• Maintains and inventories market shop - sells items to guest and customers and maintains excellence in merchandising.
• Seek continuous self-inprovement, training and skills development.
• Comply with all reasonable requests made by management.

BRING US YOUR BEST.

• Previous hotel front desk agent and accounting/audit experience preferred.
• Must have the ability to calculate figures and amounts such as; discounts, interest, commissions and percentages. Ability to analyze and correct mistakes in accounting and cashiering is a must
• Must be able to qualify for licenses and permits required by federal, state and local regulations including but not limited to West Virginia Gaming License.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Must possess excellent computer skills including a working knowledge of common business software such as, Microsoft Office and Excel; proficient in PM systems.
• While performing the duties of this job, the team member is regularly required to stand; walk; use and reach with hands and arms. The team member is frequently required to talk and or hear. The team member is occasionally required to stoop, kneel, crouch, or crawl.
• The noise level in the work environment is usually moderate
• The Hotel and casino are smoking facilities. However, smoking is not allowed by employees other than in the designated smoking locations.

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 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