About this role
Position
Responsible for overall leadership and performance of Front Office operations within a high-volume, 4-star casino resort. Direct oversight includes Front Desk, Bell Services, PBX, Room Control, Night Audit, VIP Services, and third-party Valet operations. Ensures seamless guest arrival, departure, and in-house experience aligned with AAA 4-Diamond service standards. Accountable for operational efficiency, guest satisfaction, revenue optimization, and team performance.
Key Responsibilities
- Direct all Front Office operations including Front Desk, Bell Services, PBX, Room Controllers, Night Audit, and VIP Services
- Oversee third-party valet vendor performance, contracts, service standards, and compliance with property expectations
- Ensure execution of AAA 4-Diamond service standards across all guest touchpoints
- Manage daily arrivals/departures, room inventory, and coordination with Housekeeping and Engineering for room readiness
- Oversee VIP arrivals, departures, and in-house experience; coordinate with Casino Host team and executive leadership
- Supervise room control function including inventory management, upgrades, out-of-order/out-of-service tracking, and yield optimization
- Ensure accuracy and integrity of Night Audit processes, financial reporting, and system balancing
- Manage PBX operations including call handling standards, emergency procedures, and guest request routing
- Develop and implement SOPs, service standards, and operational workflows (including pre-opening setup if applicable)
- Hire, train, schedule, and manage departmental leaders and line staff; maintain productivity and labor standards
- Monitor and respond to guest feedback, service recovery, and escalation resolution
- Collaborate with Revenue Management on rate strategy, inventory controls, and oversell management
- Oversee departmental budgets, labor costs, and operational KPIs (guest satisfaction scores, upsell revenue, check-in times, etc.)
- Ensure compliance with safety, security, and regulatory requirements within a casino environment
- Partner with IT and Systems teams to optimize PMS and front office systems functionality
Knowledge, Skills, and Abilities
1. Front Office Operations
- Direct Front Desk, Bell Services, PBX, Room Controllers, Night Audit, and VIP Services
- Ensure execution of AAA 4-Diamond service standards across all guest touchpoints
- Manage daily arrivals, departures, and lobby flow
2. Valet (Third-Party Management)
- Oversee third-party valet vendor performance, contracts, and service standards
- Ensure compliance with property expectations and guest experience standards
3. Room Control & Inventory Management
- Oversee room inventory, upgrades, out-of-order/out-of-service tracking, and availability strategy
- Coordinate with Housekeeping and Engineering for room readiness
4. VIP & Casino Integration
- Coordinate VIP arrivals and experiences with Casino Hosts and executive leadership
- Ensure elevated service delivery for high-value guests
5. Night Audit & PBX Oversight
- Ensure accuracy of Night Audit processes, reporting, and financial balancing
- Oversee PBX operations including call handling, emergency response, and guest communication
6. Pre-Opening & Systems
- Support pre-opening setup including SOP development, staffing, and system implementation
- Partner with IT and Systems teams to optimize PMS and front office platforms
7. Team Leadership & Training
- Hire, train, and manage departmental leaders and front-line teams
- Establish service standards, training programs, and performance expectations
8. Financial & Operational Performance
- Manage budgets, labor costs, and departmental KPIs
- Partner with Revenue Management on inventory strategy and upsell performance
9. Guest Experience & Service Recovery
- Monitor guest feedback, resolve escalations, and implement corrective actions
- Maintain high guest satisfaction scores
10. Misc. Duties
- Perform additional duties as assigned by leadership
Qualifications
Experience:
- Minimum 3–5 years of progressive Front Office leadership experience in a casino resort or luxury hotel environment
- Experience in a high-volume, 4-star or AAA 4-Diamond property (required)
- Pre-opening experience (preferred)
Education: Bachelor’s degree in Hospitality Management or related field preferred; equivalent experience acceptable
Licenses and Certifications: Must be able to obtain a Catawba Gaming License.
Work Environment & Physical Demands - While performing the duties of this position, the employee is regularly required to reach with hands and arms; bend to open/use lower drawers or cabinetry; to talk, hear, and see. Prolonged periods of sitting at a desk and working on a computer. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds.