Front Desk Lead

Jamul • Jamul, CA

12d

About The Position

Essential Duties and Responsibilities The following and other duties may be assigned as necessary: Supervise and guide the front desk team in daily operations, ensuring adherence to Jamul Casino Resort's standards. Coordinate front desk activities, ensuring proper staff scheduling, and addressing staffing needs. Oversee training and development of front desk agents, ensuring consistent service delivery and growth. Assist in creating and delivering pre-shift and departmental meetings Monitor front desk operations to ensure compliance with policies and procedures, including billing, reservations, and security protocols. Assist in handling VIP guest requests and coordinate special services for high-profile guests. Promote hotel services and amenities, including the spa, dining options, and local attractions to enhance the guest experience. Ensure that the front desk area is clean, organized, and stocked with necessary supplies. Provide rooms orientations as needed to our VIP Guests and upon request to highlight room features Provide tours to inform guests and groups of our amenities, showcasing the property at the highest standards Support the Front Desk Supervisor/Front Office Manager with administrative tasks, including reporting, scheduling, and team communication. Lead by example in maintaining a professional appearance and demeanor while promoting teamwork while Adhering to our AAA standards and following them during each interaction consistently. Resolve escalated guest issues promptly and professionally Manage the full guest registration process, including handling reservations, confirming stays, and collecting necessary guest information such as contact details and length of stay. Seamlessly execute all check-in and check-out procedures while maintaining accuracy and efficiency to minimize wait times and enhance the guest experience. Proactively assist with creating a memorable stay for our guests by providing detailed information on available rooms, rates, amenities, and local attractions. Verify payment methods, process credit card authorizations, and ensure accuracy in guest billing and tracking records. Address guest inquiries, complaints, and issues in a prompt, courteous, and professional manner, ensuring timely resolution and guest satisfaction. Collaborate with housekeeping and other departments to ensure all rooms are clean, well-maintained, and ready to meet the needs of each guest. Coordinate group reservations, VIP services, and personalized arrangements for special events or occasions, ensuring a seamless experience for our guests. Actively upsell hotel amenities, such as dining options and spa services, to enhance the guest experience. Maintain accurate records of bookings, reservations, and payments using the property’s management systems. Approach problem-solving with a proactive mindset, anticipating potential challenges, and addressing issues before they affect the guest experience. Stay readily available and approachable to all guests, fostering a welcoming and supportive environment throughout their stay. Communicate effectively with guests, team members, and managers, confidently responding to questions and offering solutions that reflect the resort’s commitment to excellence. Think outside the box to wow our guests with thoughtful and anticipatory gestures. Participate in trainings to develop self Adhere to all grooming guidelines outlined by leadership Performs other duties as assigned, requested, or deemed necessary by management.

Requirements

• 2+ years of experience in a hotel front desk position, with supervisory experience preferred
• Experience with Property Management Systems (PMS) such as Infor HMS, SRH preferred
• Must have excellent verbal and written communication skills. 
• Proficient in handling cash, credit card transactions, and maintaining accurate financial records.
• Strong organizational skills with attention to detail in managing guest information, reservations, and payments.
• Ability to handle guest complaints professionally and calmly, finding solutions quickly.
• Familiarity with basic computer skills, including proficiency in MS Office (Word, Excel)
• Must have flexibility to work all shifts including holidays, nights, weekends, and overtime as business needs dictate. 
• High school diploma or equivalent
• Must be able to acquire and maintain an appropriate gaming license. 

Responsibilities

• Supervise and guide the front desk team in daily operations, ensuring adherence to Jamul Casino Resort's standards.
• Coordinate front desk activities, ensuring proper staff scheduling, and addressing staffing needs.
• Oversee training and development of front desk agents, ensuring consistent service delivery and growth.
• Assist in creating and delivering pre-shift and departmental meetings
• Monitor front desk operations to ensure compliance with policies and procedures, including billing, reservations, and security protocols.
• Assist in handling VIP guest requests and coordinate special services for high-profile guests.
• Promote hotel services and amenities, including the spa, dining options, and local attractions to enhance the guest experience.
• Ensure that the front desk area is clean, organized, and stocked with necessary supplies.
• Provide rooms orientations as needed to our VIP Guests and upon request to highlight room features
• Provide tours to inform guests and groups of our amenities, showcasing the property at the highest standards
• Support the Front Desk Supervisor/Front Office Manager with administrative tasks, including reporting, scheduling, and team communication.
• Lead by example in maintaining a professional appearance and demeanor while promoting teamwork while Adhering to our AAA standards and following them during each interaction consistently.
• Resolve escalated guest issues promptly and professionally
• Manage the full guest registration process, including handling reservations, confirming stays, and collecting necessary guest information such as contact details and length of stay.
• Seamlessly execute all check-in and check-out procedures while maintaining accuracy and efficiency to minimize wait times and enhance the guest experience.
• Proactively assist with creating a memorable stay for our guests by providing detailed information on available rooms, rates, amenities, and local attractions.
• Verify payment methods, process credit card authorizations, and ensure accuracy in guest billing and tracking records.
• Address guest inquiries, complaints, and issues in a prompt, courteous, and professional manner, ensuring timely resolution and guest satisfaction.
• Collaborate with housekeeping and other departments to ensure all rooms are clean, well-maintained, and ready to meet the needs of each guest.
• Coordinate group reservations, VIP services, and personalized arrangements for special events or occasions, ensuring a seamless experience for our guests.
• Actively upsell hotel amenities, such as dining options and spa services, to enhance the guest experience.
• Maintain accurate records of bookings, reservations, and payments using the property’s management systems.
• Approach problem-solving with a proactive mindset, anticipating potential challenges, and addressing issues before they affect the guest experience.
• Stay readily available and approachable to all guests, fostering a welcoming and supportive environment throughout their stay.
• Communicate effectively with guests, team members, and managers, confidently responding to questions and offering solutions that reflect the resort’s commitment to excellence.
• Think outside the box to wow our guests with thoughtful and anticipatory gestures.
• Participate in trainings to develop self
• Adhere to all grooming guidelines outlined by leadership
• Performs other duties as assigned, requested, or deemed necessary by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees