Front Office Shift Leader — Guest Experience

Santa Ana Star Casino Hotel; Bernalillo (NM); On-site; USD 45,000 - 65,000; Full time

Job summary

Santa Ana Star Casino Hotel in Bernalillo, New Mexico is seeking a Front Office leader to supervise and optimize daily operations and monitor the Call Center, Pool, Business Center and Fitness Center for exceptional guest experiences.

You will guide front desk staff, manage room inventory, and ensure security, accuracy, and efficiency across front-of-house activities while advancing guest satisfaction and adherence to policy.

Qualifications

• Strong knowledge in PMS (Property Management Systems) is required, V1 experience is preferred.
• Strong interpersonal, motivational, and leadership qualities.
• Experience in interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members is required.
• Must be able to obtain and maintain a Pueblo of Santa Ana Gaming and Regulatory Commission key gaming license.

Responsibilities

• Assists the Front Office Management team in creating, developing and implementing an effective strategy for the front of the house and back of the house, ensuring maximum guest service and satisfaction is achieved.
• Assists in the management of the room inventory function to maintain highest possible room occupancy and ADR.
• Maintains procedures for credit control, handling of financial transactions, security of monies, guest security and emergency procedures.
• Guides and supports the Front Office Agents in daily responsibilities and operation.
• Reviews departmental guest complaints, ensuring corrective action is timely and effectively taken.
• Controls the daily host block to ensure suites and special room blocks are handled properly.
• Communicates with other departments to ensure proper handling of guests and groups.
• Reviews the performance, productivity and efficiency of team members including, but not limited to, periodic evaluations.
• Handles guest complaints and supports all guest service programs.
• Understands, adheres, and enforces departmental and company policies and procedures.
• Exhibits passion for the hospitality and gaming experience of our guests’.
• Takes personal responsibility for delivering excellent guest experience.
• Perform other duties as assigned.

Skills

PMS knowledge

Leadership

Interpersonal skills

Hiring and training

Tools

Smartphone competency

Job description

Santa Ana Star Casino Hotel in Bernalillo, New Mexico is seeking a Front Office leader to supervise and optimize daily operations and monitor the Call Center, Pool, Business Center and Fitness Center for exceptional guest experiences.

You will guide front desk staff, manage room inventory, and ensure security, accuracy, and efficiency across front-of-house activities while advancing guest satisfaction and adherence to policy.