Guest Experience Manager – Hotel Operations

Churchill Downs Inc.; Town of Waterloo (NY); On-site; USD 62,000 - 65,000; Full time

Job summary

del Lago Resort & Casino is seeking a Hotel Operations Supervisor to oversee Front Desk, PBX, Bell/Valet, and Housekeeping daily. You’ll respond to guest needs, implement programs, and supervise staff to maximize guest satisfaction and revenue.

The role includes scheduling, payroll, and coordinating with hotel management to ensure smooth operations. The position requires a High School diploma, supervisory experience in guest services, and strong customer service skills.

Qualifications

• High School diploma or equivalent required.
• Experience supervising guest services in a full-service property.
• Customer service experience necessary and valuable.
• Property management software experience preferred.

Responsibilities

• Oversee daily operations of Front Desk, PBX, Bell/Valet and Housekeeping.
• Respond to guest requests and resolve issues to ensure satisfaction.
• Implement hotel programs and supervise staff to maximize revenue.
• Coordinate communications with hotel management and other departments.
• Schedule department activities and assist with payroll.
• Monitor operating expenses and purchasing for the department.
• Ensure compliance with fire-life-safety procedures and training.

Skills

Communicate effectively

Fast-paced environment

Move around work areas

Long hours nights weekends holidays

Extended time seated/standing

Education

High School diploma or equivalent

Supervisory/management experience in guest services

Customer service experience

Property management software experience (preferred)

Tools

Property Management Software

Job description

del Lago Resort & Casino is seeking a Hotel Operations Supervisor to oversee Front Desk, PBX, Bell/Valet, and Housekeeping daily. You’ll respond to guest needs, implement programs, and supervise staff to maximize guest satisfaction and revenue.

The role includes scheduling, payroll, and coordinating with hotel management to ensure smooth operations. The position requires a High School diploma, supervisory experience in guest services, and strong customer service skills.