Front Desk Shift Lead — Guest Experience & Training

Hard Rock Hotel & Casino Ottawa; Atlantic City (NJ); On-site; USD 47,000 - 62,000; Full time

Benefits offered by this job

Medical benefits

Free meals

Free uniforms

Free parking

Discounts at Hard Rock properties

Annual bonus program

Training and leadership development

Wellness programs

Team Member Resource Groups

Recognition programs

Job summary

Hard Rock Hotel & Casino Ottawa is seeking a Front Desk Manager to direct Front Desk and Guest Service operations, ensuring a positive guest experience. You will oversee daily Front Desk staff, inspect rooms, resolve reservation issues, and maintain high quality service.

The role emphasizes staff development, training, and coaching, with a focus on responsible gaming and guest relations. Candidates should have 3+ years front desk experience; a Hospitality degree is preferred.

Qualifications

• High School Diploma or equivalent; 3+ years front desk experience required.
• Bachelor’s degree in Hospitality Management preferred.
• Proficient knowledge of MS Office (Excel, Word, Outlook).

Responsibilities

• Oversees daily work assignments of Front Desk staff.
• Performs room inspections to identify repair/improvement needs.
• Resolves guest situations such as reservation errors.
• Ensures quality and presentation of all products delivered to guests.
• Develops department members’ knowledge through training and coaching.
• Promotes responsible gaming and responsible alcohol service.
• Manages employee relations and performance.
• Performs other duties as assigned.

Skills

Customer service

Team leadership

Communication

Problem solving

Education

High School Diploma or equivalent

Bachelor's degree in Hospitality Management (preferred)

Tools

MS Office

Job description

Hard Rock Hotel & Casino Ottawa is seeking a Front Desk Manager to direct Front Desk and Guest Service operations, ensuring a positive guest experience. You will oversee daily Front Desk staff, inspect rooms, resolve reservation issues, and maintain high quality service.

The role emphasizes staff development, training, and coaching, with a focus on responsible gaming and guest relations. Candidates should have 3+ years front desk experience; a Hospitality degree is preferred.