Front Desk Lead - Full Time

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M Resort

M Resort Spa Casino

<h3>COME JOIN THE FUN AT</h3> <span style="font-size: 40px;">M Resort Spa Casino</span> <h5>A PENN ENTERTAINMENT PROPERTY</h5>

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Regular Full-Time

Overview: We&rsquo;re always looking for talent that believes in having fun. At PENN Entertainment, you&rsquo;ll get to be a part of an exciting industry, where the days and nights are fast paced. You&rsquo;ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You&rsquo;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.<br /> <br /> 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&mdash;such as day-one medical coverage, 401(k) matching, and annual performance bonus&mdash;may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.<br /> <br /> Click <a href="https://www.pennentertainment.com/corp/careers/life-at-penn" target="_blank" rel="noopener noreferrer">HERE</a> to discover how we empower team members to grow, thrive, and advance in their careers.<br />
Responsibilities: <ul> <li>Supervise daily activities of front desk agents</li> <li>Handle guest complaints and resolve issues</li> <li>Assist with group check-ins and time-saver guests</li> <li>Act as liaison between front office departments for guest service requests</li> <li>Monitor room availability and guest placement</li> <li>Serve as relief Front Desk Manager when needed</li> <li>Maintain established front desk procedures</li> <li>Monitor clerk overages and shortages</li> <li>Perform night audit and end-of-day procedures</li> <li>Train new and existing front desk agents</li> <li>Support guest services area as required</li> <li>Ensure work area is neat and fully stocked at end of shift</li> <li>Provide courteous and friendly service to all staff and guests</li> </ul>
Requirements: <ul> <li>Must be at least 18 years of age</li> <li>One to two years of front desk operations experience</li> <li>High school diploma or GED and two years of university-level coursework or equivalent</li> <li>Excellent communication skills</li> <li>Flexible availability for various shifts</li> <li>Full understanding of company and departmental rules, regulations, policies, and procedures</li> <li>Ability to read, write, and communicate effectively in English</li> <li>Professional, pleasant, confident, and well-groomed presentation</li> <li>Ability to perform basic math functions</li> <li>Ten-key and computer experience required</li> <li>Skilled in building and maintaining effective working relationships with staff</li> <li>General computer proficiency with Microsoft Word, Excel, and Outlook</li> </ul> <p><strong>LANGUAGE SKILLS</strong></p> <ul> <li>Ability to read and interpret documents such as safety rules, operating procedures, and manuals in English</li> <li>Strong verbal and written communication skills to interact effectively with guests, team members, and management</li> <li>Capable of conveying information clearly and professionally in high-pressure or fast-paced situations</li> <li>Able to understand and respond to guest inquiries, concerns, and feedback with courtesy and accuracy</li> <li>Must be able to document incidents, complete reports, and follow written instructions precisely</li> <li>Proficiency in communicating policies, procedures, and expectations to team members</li> </ul>