Front Office Lead

Job Description

Are you a customer service rockstar with a knack for leadership? Hard Rock Hotel and Casino is seeking an enthusiastic and experienced Front Office Lead to inspire our team and ensure every guest receives a VIP experience. In this role, you will be the backbone of our front desk operations, blending hands-on service with essential training and mentorship.

This is a dynamic, high-energy environment requiring flexibility. You must be available to work varied shifts, including weekends and holidays. The role involves standing for long periods and occasionally lifting objects up to 50 lbs. Work settings include office areas and the main casino floor, which may involve exposure to second-hand smoke and crowd noise.

Responsibilities

• Assists with front desk check-in/out and reservation calls.
• Trains and leads front office agents on hotel policies and procedures, property management system, and other hotel-related systems.
• Prepares reports for management, as needed.
• Resolves guest complaints and disputes.
• Ensures exceptional guest service is provided to all guests.
• Performs all shift related duties.
• Maintains a close working relationship with management and employees.
• Performs other job-related duties as assigned.
  
  

Qualifications

• Working knowledge of Microsoft Office products.
• Working knowledge of hotel property management systems.
• High School Diploma or General Education Degree (GED) and a combination of 6 months of hotel and guest experience.