Front Desk Shift Manager (Swing & Overnights)

Introduction

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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—may vary by 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

• Responsible for providing guidance and daily supervision to staff in the department. Supports and administers operational goals and monitors achievements of performance and profit objectives.
• Adheres to scheduling and coordinates with manager any scheduling concerns, with attention to guest satisfaction.
• Responsible for supporting compliance to departmental budgets.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise.
• Ensures team provides high level of quality service standards.
• Compliant with all regulatory requirements within area of responsibility.
• Answers inquiries pertaining to hotel policies and services, and resolve guests’ complaints while supporting all customer service programs.
• Supports Front Desk team members with tasks as needed.
• Adheres to operational goals.
• Works toward operational goals and monitors achievement of performance objectives.
• Protects and preserves assets of the company.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• Maintains strict confidentiality in all departmental and company matters.

SUPERVISORY RESPONSIBILITIES
This job may or may not have supervisory responsibilities.

• Manages work procedures and expedites workflow.
• Provides coaching and counseling to team members.

Requirements

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 21 years of age.

• Associates Degree (A. A.) in hotel, tourism, or hospitality (or related field); or one to two years related experience and/or training; or equivalent combination of education and experience.
• Ability to write reports and business correspondence.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Must be proficient in Microsoft applications (Excel, Work, and Outlook).
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Knowledge of hotel system software.