Front Office Lead – Guest Experience & Operations

Churchill Downs Incorporated; Louisville (KY); On-site; USD 42,000 - 60,000; Full time

Job summary

Churchill Downs Incorporated is seeking a Front Desk Supervisor to oversee the front desk, reservation, CMP system, Gift Shop and PBX areas on assigned shifts. You will act as MOD in absence of the Manager and ensure smooth hotel operations and guest satisfaction.

The role requires coordination with multiple hotel departments, knowledge of PMS, and a focus on maintaining high service standards in a fast-paced environment.

Qualifications

• Front desk leadership and guest service skills required.
• Experience supervising front desk staff or related customer service.
• Strong written and verbal communication abilities.

Responsibilities

• Supervise and support Front Office staff to ensure policies are followed while welcoming guests.
• Review and prepare for daily arrivals and look at business on book at least seven days out on a daily basis.
• Hold shift briefings to communicate daily events, VIPs, current hotel offerings, updated policies, weekly training topics, occupancy, day of selling strategy, etc.
• Maintain knowledge of hotel outlets, facilities and local events.
• Balance house with room types/rates, ensure correct settlement of room revenue and establish credit on accounts.

Skills

Guest service

Staff supervision

Communication

Schedule management

Education

High school diploma or equivalent

Tools

PMS system

Job description

Churchill Downs Incorporated is seeking a Front Desk Supervisor to oversee the front desk, reservation, CMP system, Gift Shop and PBX areas on assigned shifts. You will act as MOD in absence of the Manager and ensure smooth hotel operations and guest satisfaction.

The role requires coordination with multiple hotel departments, knowledge of PMS, and a focus on maintaining high service standards in a fast-paced environment.