Hotel Front Office Assistant Shift Manager

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—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

The following and other duties may be assigned as necessary:

• Supervises front Office operations and team members during the assigned shift, planning, assigning, and directing daily work while ensuring service and operational standards are met.
• Assists Front Office Manager in overseeing Hotel Operations to include, though not be limited to: Front Office, Gift Shop, Vale,t and cross-functional teams,
• Maintains visible leadership in the lobby during peak periods, monitoring workflow, guest flow, and team performance to ensure a smooth and welcoming guest experience.
• Trains, coaches, and provides real-time feedback to front Office staff, reinforcing service standards, procedures, appearance guidelines, and company policies.
• Ensures fast, accurate, and professional guest service, handling escalated guest concerns, complaints, and service recovery with sound judgment and composure.
• Supports front Office staff with check-ins, check-outs, room moves, folio corrections, special requests, and accurate PMS entries, including rates, room assignments, and guest information.
• Maintains PMS accuracy by resolving room status discrepancies, reviewing daily reports, and ensuring logs, documentation, and system updates are complete and accurate.
• Monitors cash handling, credit authorizations, PCI compliance, and financial controls, ensuring adherence to all established procedures.
• Partners with all necessary departments to coordinate room readiness, VIP arrivals, amenities, and special guest needs.
• Ensures front Office, lobby, and market areas remain clean, organized, stocked, and guest-ready, communicating ordering, maintenance, or operational needs as necessary.
• Perform any additional job-related duties as assigned.

SUPERVISORY RESPONSIBILITIES

• Responsible for staff development and facilitating training programs.
• Responsible for the rewards and recognition program to maximize employee engagement.
• Evaluates team members within the department and delivers constructive feedback to employees regarding performance.
• Provides recommendations for staffing (including interviewing and hiring) and scheduling (planning, assigning, and directing work) to meet business needs.
• Manages work procedures and expedites workflow.
Makes recommendations about hotel policies and services, and resolves occupants’ complaints while supporting all customer service programs.Responsible for maintaining maximized occupancy and revenue for hotel operations. Makes recommendations for the financial activities of the hotel, such as setting room rates and policies/proceduresProvides recommendations for employee performance (disciplining, coaching, and counseling).

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Must be at least 21 years of age.
• Associate’s degree (A.A.) in related field preferred; one to two years related experience and/or training; or equivalent combination of education and experience.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
• 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 percentage and to draw and interpret bar graphs.
• Must be proficient in Microsoft applications (Excel, Access, and Word) and in hotel software.
• Must have the ability to interact with guests, staff, and colleagues and resolve problems and conflicts diplomatically and tactfully.
• Flexible to work all shifts, including holidays, nights, weekends, and overtime as business needs dictate.