Front Desk Supervisor — Guest Experience & Operations Lead

Downs Racing, LP; Wilkes-Barre (Luzerne County); On-site; USD 19,000 - 28,000; Full time

Job summary

Downs Racing, LP in Wilkes-Barre, PA seeks an experienced hotel front desk professional to manage guest check-in/out, reservations, and payments. You will train staff, supervise shift procedures, and coordinate with housekeeping and maintenance to ensure smooth operations.

Proficiency in Microsoft Office and front desk software, plus strong communication and organizational skills, are essential for delivering exceptional guest service in a casino resort setting.

Qualifications

• Two to four years of hospitality experience at a hotel casino resort complex.
• Excellent interpersonal, organizational and communication skills.
• Proficient in Microsoft Office and front desk software.

Responsibilities

• Welcomes guests, registers them, and assigns rooms or suites.
• Handles reservations, payments, room keys, and escalates issues.
• Trains and supports front desk clerks; maintains equipment and access controls.
• Tracks charges to guest accounts; balances, audits, and records patron feedback.
• Ensures check-in/out, phone procedures, and computer system use are followed.
• Processes Players Club applications and issues Players Cards.
• Performs other front desk duties and related tasks as assigned.

Skills

Interpersonal skills

Organizational skills

Communication skills

Microsoft Office

Tools

PMS system

POS system

Job description

Downs Racing, LP in Wilkes-Barre, PA seeks an experienced hotel front desk professional to manage guest check-in/out, reservations, and payments. You will train staff, supervise shift procedures, and coordinate with housekeeping and maintenance to ensure smooth operations.

Proficiency in Microsoft Office and front desk software, plus strong communication and organizational skills, are essential for delivering exceptional guest service in a casino resort setting.