Penn National Gaming, Inc.

Hotel Night Auditor - Full Time

Location US-IL-Joliet
Job ID
Casino Property
Hollywood Casino Joliet
Position Type
Regular Full-Time
Hotel Operations & Retail



Don’t just work. Work Happy.


A career in gaming? At Hollywood Casino Joliet, we think you'll enjoy an exciting industry, fast paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.



An individual could be successful if they possess the following.

Your daily responsibilities include

  • This position is responsible for providing a high level of customer service and promoting a positive attitude to create a fun and entertaining experience for our guests and team members.
  • Checks guests in and out of rooms and RV Park.
  • Makes guest reservations, assigns rooms/RV slots, and makes keys.
  • Answers incoming telephone calls and provides appropriate assistance such as directions and information regarding property events or promotions.
  • Answers PBX incoming calls and distributes throughout property.
  • Enters reservations for Hotel/RV park accommodations based on availability.
  • Verifies payments received.
  • Checks arrivals and departures.
  • Runs daily reports.
  • Counts cash drawer and balances shift transactions.
  • Performs daily cash drops and signs proper drop logs.
  • Performs daily inventory of Front Desk supplies and RV park supplies, notifying Supervisor of ordering needs.
  • Assists Supervisor in data entry for reports.
  • Responsible for Hotel rate yield management, balancing hotel inventory, and identifying potential walks.
  • Maintains a sales strategy mentality to maximize occupancy and revenues.
  • Adheres to all established credit and internal audit procedures to minimize exposure to loss of revenues.
  • Uses proper accounting procedures to correct discrepancies.
  • Invokes service recovery when appropriate.
  • Reviews guest room accounts for accuracy.
  • Functions as an expert in Emergency procedures and has a thorough knowledge of all crisis communication material.
  • Handles departmental accounting of monies, receipts, guest accounts, and other forms of credit; posts all charges; completes cashier’s reports.
  • Completes Night Audit Checklist with accuracy.
  • Prepares informational packets as needed.
  • Fills in for Breakfast Greeter as required.
  • Understands and adheres to all property and departmental standards, policies, and procedures.
  • Receives in-bound calls and dispatches or handles appropriately.
  • Performs out-bound calling efforts as scheduled and prioritized by supervisor or ETS system.
  • Performs basic functions, data input, and acquires information from the following: ACSC, LMS, PBX, Open Table.
  • Achieves established levels of activity and meets objectives for number and length of calls attempted, calls completed, sales results, and abandoned calls, up-selling and the accuracy and completeness of data input.
  • Maintains detailed awareness regarding current and upcoming property events, promotions, entertainment, packages, Club benefits, food specials, and other offers for information dissemination and up-selling.
  • Handles reservation requests for invitational events, hotel, restaurants, and concerts.
  • Utilizes event manifests, RSVP spreadsheets, and refers to fact sheets as needed to fulfill call center initiatives.
  • Provides regular updates on reservation status and response summaries.
  • Directly handles guest issues and concerns, determining alternate solutions and resources in order to resolve issues.
  • Works in harmony with supervisor and other department personnel to escalate the handling of guest issues as needed to remedy guest dissatisfaction.
  • Delivers phone scripts in a compelling and confident manner, effectively offers tool box amenities, and establishes follow up action when executing out-bound calls.
  • Carries out several simultaneous tasks: takes rapidly-arriving incoming calls in succession, provides courteous, personalized, and professional service, and proficiently and accurately enters and assesses data across multiple systems and programs.
  • Provides superior service delivery and strong persuasive communication skills.
  • Consistently follows the processes and procedures outlined for handling calls including up-selling, personalization, standardization, and quality control measures.
  • Performs a variety of record keeping, filing, indexing, and other general administrative functions.
  • Operates a variety of communication equipment.
  • Must display the ability to be a team player and interfaces with other departments to develop key relations to ensure maximum efficiency in completing job tasks.
  • Responsible for stocking and working Sundry shop.
  • Assists with Differentiated EP services.
  • Other duties as assigned.

To be successful in this position it will require the following skill set

  • High School Diploma or equivalent is required, along with 6 months of customer service experience. 
  • One year of experience in telephone procedures, communication, and data entry preferred. 
  • Guest Service, Sales, or Call Center experience preferred. 
  • Proficient with data entry and excellent oral communication skills. 
  • Negotiation and persuasive communication skills a plus. 
  • Must be comfortable in a fast-paced, performance-based call center, where calls are monitored, recorded, and assessed for accuracy, speed, and quality of service and sales delivery. 
  • Must possess a pleasant outgoing personality and portray a professional temperament for dealing with varied internal and external customer situations. 
  • Must be able to handle multiple tasks quickly with a great deal of detail and accuracy.  
  • Ability to work under pressure and exercise good tact and independent judgment in difficult situations. 
  • Must understand and speak the English language.
  • Ability to read and comprehend simple instructions, short correspondence, and memos. 
  • Ability to write simple correspondence. 
  • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other team members of the organization.
  • Ability to apply commonsense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.
  • Work shifts are typically scheduled from 10:30 p.m. to 7:00 a.m.



While performing the duties of this job, the employee is regularly required to talk and hear.  The employee frequently is required to stand and walk.  The employee is occasionally required to sit, reach with hands and arms; stoop, kneel, and crouch.  The employee must occasionally lift and/or move up to 50 pounds.  The employee requires manual dexterity to operate all necessary equipment.  Specific vision abilities required by this job include close vision and distance.   

Something to leave you with

Whether you prefer being at the center of it all or workIng behind the scenes, there’s a role for you at Penn National Gaming. We are a growing company but as big as we are, we still feel lIke famiiy.  The areas of career opportunity with Penn are Ideal for just about any skIll set.  Our company wIde commItment to makIng sure our guests smIle as much as we do means you’ll enjoy a fun workIng envIronment anywhere wIthIn the organIzatIon.



Equal Opportunity Employer





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