Guest Experience Director – Front Office

careers-chumashcareers; Solvang (CA); On-site; USD 69,000 - 85,000; Full time

Job summary

Chumash Casino Resort is seeking a seasoned Front Office Manager to lead all front desk and guest services operations in a 24/7 environment. You will drive guest satisfaction, revenue optimization, and policy adherence across the front office, concierge, and related teams.

You will hire, train and coach staff, conduct performance reviews, and collaborate with hosting, housekeeping, and finance to maintain service excellence and safety standards.

Qualifications

• High School diploma or GED certificate.
• Bachelor’s Degree in Hospitality or related field or equivalent work experience.
• Five years of front office management experience.
• Two years of supervisory/management experience.
• Intermediate proficiency with Opera PMS.
• Intermediate computer proficiency with Microsoft applications.
• Willingness to work a 24/7 schedule including holidays, nights and weekends.
• Gaming License from the Tribal Gaming Agency required.
• Native American hiring preference applies.
• Organizational Awareness, Strategic Thinking, Decision Making, People Development, Sociability & Networking.

Responsibilities

• Oversees all aspects of front office and guest services.
• Maintains guest service standards aligned with AAA Four Diamond expectations.
• Administers SOPs and department policies.
• Greet VIP guests and handle guest complaints to satisfaction.
• Conducts routine inspections of guest areas, front desk, concierge and bell.
• Ensures pool area setup/teardown and safety standards are met.
• Maintains guest and employee safety policies and key control.
• Keeps guest accounts accurate and ensures timely reporting.
• Maximizes occupancy and rooms revenue, checks website availability and rates.
• Coordinates with hosting, housekeeping, maintenance and finance.
• Communicates staffing needs and participates in hires and coaching.

Skills

Front Office Management

Supervisory experience

Organizational Awareness

Strategic Thinking

Decision Making

People Development

Sociability & Networking

Education

Bachelor’s Degree in Hospitality or related field

High School diploma or GED certificate

Tools

Opera PMS

Microsoft Office

Job description

Chumash Casino Resort is seeking a seasoned Front Office Manager to lead all front desk and guest services operations in a 24/7 environment. You will drive guest satisfaction, revenue optimization, and policy adherence across the front office, concierge, and related teams.

You will hire, train and coach staff, conduct performance reviews, and collaborate with hosting, housekeeping, and finance to maintain service excellence and safety standards.