Hotel Front Desk Team Lead

4 weeks ago

Danville, Virginia, United States Caesars Entertainment Full time

Job Summary:

The Hotel Front Desk Supervisor is responsible for leading the front desk team to ensure exceptional guest service and seamless check-in/check-out processes. This role requires strong leadership and communication skills to motivate and train staff, as well as the ability to handle complex guest service situations.

Key Responsibilities:

  • Train, motivate, and evaluate front desk staff to ensure they receive adequate guidance and resources.
  • Create and manage shift schedules, approving time as assigned by the Front Office Manager.
  • Supervise and direct guest check-in and check-out processes, ensuring procedures are followed and guests are helped quickly and courteously.
  • Counsel, guide, and instruct front desk agents in their daily duties, providing exceptional leadership and guidance.
  • Ensure guest needs are met and consistent with Lumiere Place standards, attending to complaints and requests as necessary.
  • Count Managers' Bank and cash in Paid Outs daily at the Main Cage.
  • Oversee hotel operations as Manager on Duty in the absence of the Front Office Manager or Front Office Manager.
  • Handle complex guest service situations, such as room moves and unassigned reservations, acting as a communication center between guests and internal departments.
  • Perform other duties as assigned by management.

Requirements:

  • Good experience with office machines, such as fax machines and printers.
  • Good practical knowledge of MS Office, particularly Excel and Word, and proficiency in English (oral and written).
  • Strong communication and interpersonal skills.
  • Good organizational, multitasking, and problem-solving skills.
  • Ability to uphold and demonstrate the highest level of integrity in all situations.

Education/Experience:

  • High school diploma or GED required.
  • 2+ years' experience working as a supervisor.
  • Casino/Hotel experience preferred but not required.

Physical, Mental, and Environmental Demands:

  • May be subject to smoking environment and moderate noise.
  • Fast-paced, high-volume environment involving constant activity.
  • Must be able to stoop, reach, and bend as necessary.
  • Must be able to respond calmly and make rational decisions when handling guest demands.

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