Front Desk Supervisor

Caesars Entertainment; St. Louis (MO); On-site; USD 52,000 - 78,000; Full time

Job summary

Caesars Entertainment in St. Louis seeks a Front Office leader to coordinate and supervise the Hotel Front Office, ensuring exceptional guest service and safety compliance. This role guides staff, manages shifts, and acts as Manager on Duty when needed to uphold Horseshoe St. Louis standards.

The incumbent will train and support front desk teams, resolve complex guest situations, and collaborate with PBX, Reservations and Housekeeping to maintain smooth operations and guest satisfaction.

Qualifications

• Strong leadership and people management skills.
• Excellent communication with guests and team members.
• Proven ability to train, mentor and evaluate staff.

Responsibilities

• Trains, motivates, evaluates, supervises and assists in hiring staff to ensure guidance and resources.
• Creates shift schedules and approves time as directed by Front Office Manager.
• Supervises guest check-in/out to ensure courteous, efficient service.
• Counsels and instructs Front Desk Agents and Phone Operators in daily duties.
• Ensures guest needs align with Horseshoe St. Louis standards.
• Oversee hotel operations as Manager on Duty in absence of Front Office Manager.
• Monitor and audit Front Desk banks and non-zero balance reports.
• Coordinate with PBX, Reservations and Housekeeping for guest satisfaction.
• Monitor equipment and stock levels; initiate maintenance or supply orders.

Skills

Leadership

Customer service

Communication

Staff training

Scheduling

Guest relations

Job description

Job Summary

The incumbent in this position is responsible for developing an environment that creates excitement for guests and employees, promoting and retaining a highly skilled work force. The incumbent is also responsible for coordinating and supervising the activities of the Hotel Front Office personnel to ensure quality guest service and adherence to safety standards.

How You Will Create the Extraordinary

(The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for specific positions.)

1. Trains, motivates, evaluates, supervises and assists in hiring staff to ensure that team members receive adequate guidance and resources to accomplish established job requirements.
2. Creates shift schedule and approve time when assigned by the Front Office Manager.
3. Supervises and directs guest check in and check out processes to ensure that procedures are followed, that guests are helped quickly and in a courteous and safe manner according to Horseshoe St. Louis standards.
4. Counsels, guides and instructs the Front Desk Agents and Phone Operators in the daily performance of their duties and provides exceptional leadership.
5. Ensures the needs of guests are being met and are consistent with the standards established by Horseshoe St. Louis management.
6. Run, work on, and file the Non-Zero balance report daily.
7. Run, work, and file on the Over-Credit report daily.
8. Oversee the operations of the hotel as Manager on Duty in the absence of the Front Office Manager.
9. Bank out agents and verifies accuracy of Front Desk Agents’ banks and audit.
10. Handling complex guest service situations such as room moves and unassigned reservations. Acts as communication center between guests and various internal departments to ensure guest satisfaction.
11. Perform other duties as assigned by management.
12. Coordinates with PBX, Reservations, and Housekeeping to ensure guest satisfaction.
13. Monitors equipment operations to ensure proper function; requests maintenance or revision as necessary.
14. Monitors stock par levels to ensure adequate supply levels are maintained; prepares supply orders as necessary.

What You Will Need

• Ability to effectively communicate in English with customers, outside contacts and all levels of employees.
• Ability to review written reports and observe job performance of subordinates.
• Ability to use a typewriter, 10-key, etc.
• Ability to use a telephone.
• Ability to move effectively and efficiently around work area.
• May be required to work outdoors, in all weather conditions. Proper clothing is provided.
• Ability to be physically mobile, and stand/walk for 8 to 12-hour shifts.
• Excellent guest service and communication skills.
• Must be able to work in areas containing dust, secondhand smoke, varying noise and temperature levels, lighting, vibrations, crowds and air quality.
• Must present a professional appearance and demeanor at all times.
• Regular and punctual attendance is required.

DISCLAIMER

These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.

As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer.

ADA

Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy‑related conditions, or where a conflict exists between the position and an individuals’ religious beliefs or practices.

EQUAL EMPLOYMENT OPPORTUNITY

Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person’s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.