Hotel Front Office Lead

1 week ago


Kansas City, Missouri, United States Caesars Entertainment Full time

JOB SUMMARY:


The Hotel Front Office Lead is accountable for the seamless operation of the Hotel Front Services Department and the performance of team members during designated shifts.

This position typically involves starting work in the late afternoon and continuing until late night.

ESSENTIAL JOB FUNCTIONS:


Assists in overseeing and ensuring accountability for the overall guest services experience, both for internal and external guests, which includes Valet, Housekeeping, Front Desk, and Audit operations.

Develops and implements strategies to enhance Employee Opinion Survey scores, TPPS, SOS scores, and reduce turnover rates.

Responsible for coordinating training programs within Front Desk Services, Valet, Bell, LMS, CMS, and all accounting-related functions.

Oversees all internal audit activities.

Ensures adherence to hotel security protocols and holds team members accountable for compliance.

Facilitates communication across departments to promote teamwork and optimize guest service.

Acts as a representative for the hotel in committee meetings and may lead such meetings when necessary.

Builds strong relationships with hotel guests to enhance their experience.

Drives efforts to maximize hotel occupancy and average daily rates while monitoring all cost control measures related to hotel operations.

Addresses customer issues and complaints, resolving them in a professional and courteous manner.


Supervises staff during shifts, ensuring adequate staffing levels to maintain high service standards while minimizing labor costs.


Oversees peak business operations, including customer check-in, check-out, reservations, luggage handling, and special requests.

Serves as a role model for other employees, consistently presenting oneself as a representative of the hotel brand.

QUALIFICATIONS:


Demonstrates the highest level of integrity in all situations and understands the standards required in a regulated environment.

Must be at least 21 years old.

Must be eligible to obtain a gaming license.

Must successfully pass a background check.

Must be available to work any day of the week and any shift, including holidays and weekends.

Possesses excellent customer service and communication skills.

Proficient in data entry and able to interpret computer-generated outputs.

A college degree is preferred.

Two years of supervisory experience in the hospitality sector is preferred.

Exceptional customer service abilities.

Capable of leading and motivating a team.

Familiarity with Harrah's Lodging Management System (LMS) is preferred.

WORK ENVIRONMENT REQUIREMENTS:


Must be able to bend, twist, turn, push, pull, and lift/carry items weighing at least 25 lbs.

Must be able to stand for extended periods or the entire shift.

Must be capable of working in a fast-paced and high-pressure environment.

Must tolerate environments with second-hand smoke, elevated noise levels, bright lights, and dust.

Must be able to read, write, speak, and understand English.


Must navigate office areas effectively, work in high-traffic zones, and respond to visual and auditory signals.

Mathematical skills, including addition and subtraction, and accurate record-keeping are essential.


Must possess the dexterity to handle necessary items (chips, adding machines, money bags, computers, cash, etc.).


DISCLAIMER:


This is not an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the position.

While this is intended to accurately reflect the current job, management reserves the right to revise the job description or require that other or different tasks be performed as circumstances change (e.g., emergencies, personnel changes, workload fluctuations, urgent tasks, or technological advancements).

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