Penn National Gaming Hotel Guest Service Agent -Part Time - Day/Swing Shift in Charles Town, West Virginia


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.

  • Also 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.

  • Complete 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. Completes daily credit reports, no-post reports credit limit reports and other checklist duties.

  • 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 Programs.

  • Actively supports and participates in HCCTR Programs.

  • And 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

Penn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.

Now that you have read about who we are, here is your opportunity to see what we're about!

Equal Opportunity Employer

Job ID 2018-54992

Casino Property Hollywood Casino at CharlesTown

Position Type Regular Part-Time

Category Hotel Services