Job Description

** This position has an anticipated start date in late fall 2026. Applications are being collected in advance to build our talent pool, and we will begin reaching out to qualified candidates closer to the hiring timeline.PositionResponsible 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 ResponsibilitiesDirect all Front Office operations including Front Desk, Bell Services, PBX, Room Controllers, Night Audit, and VIP ServicesOversee third-party valet vendor performance, contracts, service standards, and compliance with property expectationsEnsure execution of AAA 4-Diamond service standards across all guest touchpointsManage daily arrivals/departures, room inventory, and coordination with Housekeeping and Engineering for room readinessOversee VIP arrivals, departures, and in-house experience; coordinate with Casino Host team and executive leadershipSupervise room control function including inventory management, upgrades, out-of-order/out-of-service tracking, and yield optimizationEnsure accuracy and integrity of Night Audit processes, financial reporting, and system balancingManage PBX operations including call handling standards, emergency procedures, and guest request routingDevelop 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 standardsMonitor and respond to guest feedback, service recovery, and escalation resolutionCollaborate with Revenue Management on rate strategy, inventory controls, and oversell managementOversee 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 environmentPartner with IT and Systems teams to optimize PMS and front office systems functionalityKnowledge, Skills, and Abilities1. Front Office OperationsDirect Front Desk, Bell Services, PBX, Room Controllers, Night Audit, and VIP ServicesEnsure execution of AAA 4-Diamond service standards across all guest touchpointsManage daily arrivals, departures, and lobby flow2. Valet (Third-Party Management)Oversee third-party valet vendor performance, contracts, and service standardsEnsure compliance with property expectations and guest experience standards3. Room Control & Inventory ManagementOversee room inventory, upgrades, out-of-order/out-of-service tracking, and availability strategyCoordinate with Housekeeping and Engineering for room readiness4. VIP & Casino IntegrationCoordinate VIP arrivals and experiences with Casino Hosts and executive leadershipEnsure elevated service delivery for high-value guests5. Night Audit & PBX OversightEnsure accuracy of Night Audit processes, reporting, and financial balancingOversee PBX operations including call handling, emergency response, and guest communication6. Pre-Opening & SystemsSupport pre-opening setup including SOP development, staffing, and system implementationPartner with IT and Systems teams to optimize PMS and front office platforms7. Team Leadership & TrainingHire, train, and manage departmental leaders and front-line teamsEstablish service standards, training programs, and performance expectations8. Financial & Operational PerformanceManage budgets, labor costs, and departmental KPIsPartner with Revenue Management on inventory strategy and upsell performance9. Guest Experience & Service RecoveryMonitor guest feedback, resolve escalations, and implement corrective actionsMaintain high guest satisfaction scores10. Misc. DutiesPerform additional duties as assigned by leadershipExperience:Minimum 3–5 years of progressive Front Office leadership experience in a casino resort or luxury hotel environmentExperience 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 acceptableLicenses 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. #J-18808-Ljbffr

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