Front Desk Shift Manager- Eldorado

Caesars Entertainment•Reno, NV

26d

About The Position

The Front Desk Shift Manager provides supervisory assistance, support, and job knowledge to front office positions. The role oversees front desk operations and personnel, supports guest service, and helps achieve maximum daily occupancy. The manager is expected to exemplify the company’s core values, family-style service, mission and vision, and diversity, equity, and inclusion culture. The position requires schedule flexibility, potentially including days off, nights, weekends, holidays, and overtime as needed. The work is performed in an office environment that may have variable temperature and lighting levels.

Requirements

High school diploma or equivalent.
Excellent communication skills, including the ability to read, write, and communicate verbally in English; above-average English speaking, reading, and writing skills are required.
Ability to perform basic math functions and use ten-key and computer equipment.
Ability to supervise and guide staff toward daily goals and objectives.
Ability to maintain effective working relationships with staff and deal effectively with the public.
Decision-making skills.
Ability to understand and comply with company and departmental rules, regulations, policies, and procedures.
Ability to work flexible hours, including days off, nights, weekends, holidays, and overtime as needed.
Ability to respond to visual and aural cues.
Manual dexterity to operate office equipment.
Ability to maneuver around the office and property.
Ability to lift and carry up to 30 pounds.
Ability to bend, crouch, kneel, and twist, and to work at a desk or counter.
Ability to provide service excellence to internal and external guests, with excellent communication and observation skills and an easygoing demeanor to help ensure a fun and safe environment.
Excellent interpersonal skills.

Responsibilities

Supervise the day-to-day activities of front desk clerks and rack clerks.
Conduct pre-shift briefings for front desk personnel.
Handle guest complaints and problems.
Assist with group and VIP arrivals and departures.
Review schedules and make recommendations.
Liaise with other front office departments regarding guest service requests.
Monitor room availability and guest placement.
Recommend and assist with implementing policies and procedures.
Adhere to Payment Card Industry (PCI) security standards.
Maintain established front desk procedures.
Monitor clerk overages and shortages.
Train new and existing front desk clerks.
Assist the guest services area when required.
Answer phone calls and IVY requests promptly, and enter work orders into Maximo for engineering and housekeeping requests.
Monitor agent upsells through LUXE.
Assist with front desk kiosks and ensure they are working correctly.
Ensure the area is neat and fully stocked at the end of the shift.
Conduct periodic employee reviews and counseling as needed.
Achieve daily maximum occupancy levels.
Exemplify the company’s core values, family-style service, mission and vision, and DEI culture.
Perform other job-related duties as assigned.