Front Desk Office Manager - Live Hotel - Maryland
About The Position
The Front Office Manager is responsible for directing and overseeing all daily front desk operations to ensure efficient, professional, and guest‑focused service throughout the hotel. This role plays a critical part in managing staffing, service standards, and workflow processes that support smooth hotel operations and exceptional guest experiences. Your leadership in developing team members, maintaining operational consistency, and resolving guest concerns directly influences overall property performance and reinforces the high service standards of Live! Casino & Hotel. By coordinating with internal departments, upholding brand expectations, and driving continuous improvement, you help ensure that every guest interaction reflects our commitment to excellence.
Requirements
- High School education or equivalent
- A 4-year degree in a related field or equivalent work experience
- Five (5) to seven (7) years of experience in a high volume hotel, front office, reservations or room division management
- Must be able to comply with all state gaming regulations, which may include obtaining a license.
- Able to read and interpret instructions and directions for guests.
- Able to communicate without impediment with guests and staff in all areas relating to guest service.
- Profound experience in customer service٫ office management and basic bookkeeping procedures.
- Good organizational٫ multitasking and problem-solving skills.
- Strong communication and interpersonal skills.
Responsibilities
- Supervise and train Hotel Front Office Staff including Assistant Front Desk Office Managers, Guest Service Agents, Rooms Control Agents, Night Auditors, and Bell Persons.
- Ensures compliance with all Front Office policies, standards and procedures.
- Oversee daily Front Desk Operations and ensure a welcoming environment.
- Ensure exceptional Guest Experience.
- Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
- Developing and managing the Front Office budget.
- Ensuring the safety and security of Team Members and guests.
- Collaborate with sales and player development teams to maintain the highest occupancy level.
- Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
- Participate in the hiring process of Front Office staff to ensure the best selection.
- Review staffing levels and delegate assigned responsibilities.
- Coordinate with other departments to ensure smooth Hotel operations.
- Other duties as assigned.
Benefits
- Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents.
- Free Basic Life Insurance
- Free Short Term & Long-Term Disability
- Generous retirement savings options
- Paid Time Off
- Tuition Reimbursement
- On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
- Training and pathways for career growth
- Robust Rewards & Recognition Programs
- Annual Merit Based Pay Increases
- Discretionary Performance Bonuses
- Discretionary Service Bonuses
- Free parking
- Free food and discounted meals
- Live! Hotel, Food & Beverage, and Entertainment Discounts
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
