Lead Agent Guest Relations - PCR
Core
Overseeing daily front desk operations and supporting the Front Office team in delivering exceptional guest service at a casino resort.
Role type
Lead Guest Relations (Front Office Supervisor)
Builds
Smooth front desk workflows, accurate guest check-in/check-out procedures, and premium guest experiences.
Domain
Hospitality / Casino Resort Operations
Deliverable
product features
Required skills
Front desk operations management, property management systems (LMS), reservation tools, rack balancing, guest comp processing, SOP development, team coaching, service recovery, cross-departmental coordination, data analysis (house count/VIP reports)
Preferred skills
Hospitality or management coursework, experience in VIP Lounge and Palms Place areas
Technologies
LMS, reservation tools, office equipment
Responsibilities
Supervise front desk agents on check-in/check-out procedures, run and analyze daily house count and VIP reports, assist during peak hours for service recovery, coordinate with Concierge and other departments, process guest comps, provide coaching and training on systems and policies, draft and maintain SOPs, deliver daily activity summaries to management.
Seniority
Senior, hands-on IC with leadership duties