Casino Resort Front Office Director

Catawba-Two-Kings-Casino; Kings Mountain (NC); On-site; USD 90,000 - 150,000; Full time

Job summary

Catawba-Two-Kings-Casino is seeking an accomplished Front Office leader to oversee Front Desk, Bell Services, PBX, Room Control, Night Audit, and VIP Services. You will manage third-party valet, ensure room readiness with Housekeeping/Engineering, and drive guest satisfaction to AAA 4-Diamond levels.

You will lead staffing, SOP development, and KPI-driven performance while coordinating with Revenue Management on inventory and upsell initiatives.

Qualifications

• Progressive leadership experience in casino resort or luxury hotel.
• 3–5 years in front office leadership.
• Pre-opening experience preferred.
• Bachelor’s degree or equivalent experience acceptable.
• Eligible to obtain Catawba Gaming License.

Responsibilities

• Direct all Front Office operations including Front Desk, Bell Services, PBX, Room Control, Night Audit, and VIP Services.
• Oversee third-party valet vendor performance, contracts, and service standards.
• Coordinate with Housekeeping and Engineering for room readiness.
• VIP arrivals and experiences coordination with Casino Hosts and leadership.
• Ensure Night Audit accuracy and financial balancing.
• Develop SOPs, service standards, and pre-opening setup if applicable.
• Hire, train, schedule, and manage departmental leaders and staff.
• Monitor guest feedback, escalation, and service recovery.
• Collaborate with Revenue Management on rate strategy and inventory controls.
• Oversee budgets, labor costs, and departmental KPIs.
• Ensure safety, security, and regulatory compliance in a casino environment.

Skills

Front Office Operations

Valet vendor management

Room inventory management

VIP services coordination

Night Audit oversight

PBX operations

Staff training & leadership

Budget & KPI management

Guest feedback & service recovery

Education

Bachelor’s degree in Hospitality Management or related field

Tools

PMS software

Front Office systems

Job description

Catawba-Two-Kings-Casino is seeking an accomplished Front Office leader to oversee Front Desk, Bell Services, PBX, Room Control, Night Audit, and VIP Services. You will manage third-party valet, ensure room readiness with Housekeeping/Engineering, and drive guest satisfaction to AAA 4-Diamond levels.

You will lead staffing, SOP development, and KPI-driven performance while coordinating with Revenue Management on inventory and upsell initiatives.