Front Office Shift Lead: Guest Experience Champion

Santa Ana Star Casino Hotel; Santa Ana Pueblo (NM); On-site; USD 52,000 - 78,000; Full time

Job summary

Santa Ana Star Casino Hotel in Santa Ana Pueblo, NM, is seeking an experienced Front Office Shift Manager to lead the front desk and related areas, including the call center, pool, business center, and fitness center. The role emphasizes guest satisfaction and operational excellence in a dynamic hospitality environment.

The position requires strong leadership, staff development, and a focus on delivering exceptional guest experiences while adhering to company policies and procedures.

Qualifications

• Experience in interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members is required.
• Strong knowledge in PMS is required, V1 experience is preferred.

Responsibilities

• Manage front office daily operations and supervise staff.
• Assist in maximizing occupancy and ADR through room inventory management.
• Maintain procedures for credit control, financial transactions, and security of monies.
• Guide and support Front Office Agents in daily tasks and operations.
• Review guest complaints and ensure timely corrective actions.
• Coordinate with other departments for guest and group handling.

Skills

Leadership

Communication

Team management

Interpersonal skills

Hiring & training

Tools

PMS (V1 experience)

Job description

Santa Ana Star Casino Hotel in Santa Ana Pueblo, NM, is seeking an experienced Front Office Shift Manager to lead the front desk and related areas, including the call center, pool, business center, and fitness center. The role emphasizes guest satisfaction and operational excellence in a dynamic hospitality environment.

The position requires strong leadership, staff development, and a focus on delivering exceptional guest experiences while adhering to company policies and procedures.