Front Desk Office Manager - Live Hotel - Maryland

Live! Casino & Hotel; Hanover (MD); On-site; USD 51,000 - 71,000; Full time

Benefits offered by this job

Health benefits

PTO

Tuition reimbursement

Wellness center

Career growth

Bonuses

Free parking

Meal discounts

Employee discounts

Job summary

Live! Casino & Hotel in Maryland is seeking a Front Office Manager to direct daily front desk operations, lead a team, and ensure exceptional guest experiences.

You will oversee staff, comply with policies, and drive improvements across front office functions while coordinating with sales and player development teams to maintain high occupancy and service standards. The role emphasizes staffing, budget management, and collaboration with other departments to uphold Live!

Qualifications

• High School education or equivalent.
• A 4-year degree in a related field or equivalent work experience.
• 5–7 years in high-volume hotel/front office/room division management.

Responsibilities

• Supervise and train Front Office staff including managers and line staff.
• Ensure compliance with Front Office policies, standards and procedures.
• Oversee daily Front Desk operations and a welcoming environment for guests.
• Develop and manage the Front Office budget.
• Collaborate with sales and player development teams to maximize occupancy.
• Participate in hiring and staffing decisions for Front Office.

Skills

Customer service

Office management

Basic bookkeeping

Education

High school diploma

Bachelors degree

Job description

Min Compensation

USD $51,273.00/Yr.

Max Compensation

USD $70,721.00/Yr.

Overview

Why We Need Your Talents:

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.

Responsibilities

Where You'll Make an Impact:

• 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.

Skills to Help You Succeed:

• 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.

Qualifications

Must-Haves:

• 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.

Physical Requirements:

• Lifting and carrying to 50lbs
• Pushing/Pull up to 100lbs
• Some Bending/kneeling
• Frequent walking and standing
• Some Sitting
• Climbing steps

Working Conditions:

• 24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.

What We Offer

Perks We Offer You

• Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members may include:
  • 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

Life at Live!

Individuals chosen to be part of the Live! Team can expect:

• To be part of an exciting experience unlike any other in the market.
• To be given the power and responsibility to put service and community first.
• To come together as a strong team, while valuing and celebrating our diversity.
• To be given the tools, resources, and opportunity to grow in their career.
• To work hard and have fun.
• Live is a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
• The casino is large and fast paced, requiring the ability and energy to move about it with a true sense of urgency!
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.