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Job Title:

Hotel Service/Telecom Rep (Front Desk)

Job Post ID:


Posted Until:







2nd Shift


Full Time



Job Description:

Perform duties to accommodate hotel guests, respond to telephone inquiries and make appropriate reservations. Ensure guest satisfaction by following guidelines of the company and department policies and procedures. Conduct in-bound and out-bound calling, providing quality service & effective selling through the use of a telecommunication database and telephonic system. Expediently handle guest concerns, inquiries and requests. Direct guests to appropriate personnel and/or escalate issues to management when necessary to fulfill guest needs. Perform the professional and courteous handling of incoming guest calls and reservation requests while realizing campaign goals, fulfilling data entry requirements and achieving call time and volume objectives.

Job Requirements:

Must be 18 years of age or over. High school diploma or equivalent is required along with 6 months to 1 year of customer service experience. 1 year experience in telephone procedures, communication and data entry preferred. Guest Service, Sales or Call Center Experience Preferred (length of experience commensurate with level of consideration. Greatest consideration given to Call Center Experience). Proficient with data entry.

Excellent oral communication skills - able to speak English fluently enough to be clearly understood over the telephone. 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, exercise good tact and independent judgment in difficult situations. 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 Cast Members. Must understand and speak the English language.


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


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.

Company Information

Hollywood Casino Joliet
777 Hollywood Blvd
Joliet, IL 60436

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