Front Desk Operations Manager – Guest Experience

Hard Rock Hotel & Casino Ottawa; United States; On-site; USD 50,000 - 70,000; Full time

Job summary

Seminole Hard Rock Hotel & Casino Hollywood is seeking a Front Desk Manager to oversee Front Desk and Guest Service operations, ensuring a positive guest experience. Duties include staffing, inspections, and resolving guest issues to uphold service standards.

The role requires frontline leadership, staff development, and a commitment to responsible gaming in a dynamic hospitality environment. Strong MS Office skills and hospitality background preferred.

Qualifications

• High School Diploma or equivalent required; Bachelor’s degree in Hospitality Management preferred.
• Must have proficient knowledge of MS Office programs such as Excel, Word and Outlook.

Responsibilities

• Exhibit conduct in accordance with Gaming Commission Regulations and Seminole Tribe policies.
• Oversee daily work assignments of Front Desk staff.
• Perform detailed guest room inspections to identify repair needs.
• Investigate and resolve guest situations such as reservation errors or lost belongings.
• Ensure quality, consistency and presentation of products delivered to guests.
• Develop department staff through education, training and coaching.
• Promote responsible gaming and alcohol service and notify management of concerns.
• Mentor and evaluate direct reports to uphold company values.
• Notify management or Ethics Hotline of illegal acts or violations.
• Foster positive guest/employee relations and perform other duties as assigned.

Skills

Front desk experience

Customer service

Communication skills

Education

High School Diploma or equivalent

Bachelor’s degree in Hospitality Management (preferred)

Tools

MS Office

Excel

Word

Outlook

Job description

Seminole Hard Rock Hotel & Casino Hollywood is seeking a Front Desk Manager to oversee Front Desk and Guest Service operations, ensuring a positive guest experience. Duties include staffing, inspections, and resolving guest issues to uphold service standards.

The role requires frontline leadership, staff development, and a commitment to responsible gaming in a dynamic hospitality environment. Strong MS Office skills and hospitality background preferred.