Penn National Gaming, Inc.

Hotel Guest Service Agent Part Time

Location US-WV-Charles Town
Job ID
Casino Property
Hollywood Casino at Charles Town Races
Position Type
Regular Part-Time
Hotel Operations & Retail



Don’t just work. Work Happy.


A career in gaming? At Hollywood Casino Charles Town, 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

- Registers guests into the hotel in a friendly, courteous, and helpful manner and completes Guest Courtesy Calls 10-15 minutes following every guest check in. - Checks guests out of the hotel; processes customer payments according to established policies and procedures. - Prepares for group check in and out and ViP arrivals; becomes informed of events/functions in the hotel during the shift. - Coordinates with Housekeeping and Maintenance on arriving ViP’s, special requests, etc. - Arranges for guest requests to be met prior to guest arrivals (i.e., rollaway beds, ground floor, cribs, etc.) and follows up on all guest requests personally to ensure hotel staff completed them to the guests’ satisfaction. - Thoroughly knowledgeable in Player’s Choice Program and delivers attentive service and recognition to all Player’s Choice members. - Enrolls guests into Player’s Choice Program and issues embossed Player’s Club cards as requested. - Assists guests with luggage storage and rooming guests as requested. - Assists maintaining, stocking, and conducting inventory of the Market Place Shop – sells items to guests and customers and assists in maintaining well-stocked merchandising displays. - Completes shift checklist tasks, such as processing expected departures, pre-blocking guests, Credit check, and no-post report. - Responds to guest requests promptly and courteously and resolves minor guest complaints to the satisfaction of the customer; informs leadership of major problems, complaints, disturbances, or unhappy guests. - Books guest reservations via telephone and fax. - Promotes hotel services, facilities, and outlets; provides guests with information such as local attractions and directions to increase satisfaction. - Handles departmental accounting of monies, receipts, guest accounts, and other forms of credit; posts all charges; completes cashier’s report, prepares deposit, and counts cashier bank. - issues, controls, and releases guest safe-deposit boxes. - Thoroughly knowledgeable in Emergency Procedures.and Crisis Communications material. - Provides a professional image at all times through appearance and dress. - Follows company policies and procedures. - Delivers Guest faxes, mail, and packages as required. - Actively supports and participates in HCCTR Programs. - Other duties as assigned.

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

- Minimum High School Diploma or General Education Degree (GED) equivalent required. - Previous hospitality, cashier, or customer service experience desirable. - Applicant must be at least twenty-one (21) years of age to apply.

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 family.  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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