Guest Experience Manager - Luxury Resort Front Desk

Fontainebleau Las Vegas; Las Vegas (NV); On-site; USD 65,000 - 75,000; Full time

Job summary

Fontainebleau Las Vegas is seeking a Resort Manager to work with the Assistant Director and oversee daily front desk operations, ensuring exceptional guest experiences and smooth check-in/check-out. You will lead front desk staff, handle guest inquiries, coordinate with housekeeping, concierge, and maintenance, and analyze front office reports to drive improvements.

This role requires a Bachelor’s in business/hospitality, 2+ years in Front Desk or Casino Services, and supervisory experience;

Qualifications

• Bachelor’s degree in business, hospitality, hotel, or related field; or equivalent combination of education and experience.
• 2+ years of experience in Front Desk, VIP Services, or Casino Services for a large-scale luxury resort.
• 6+ months of supervisory/management experience in Front Desk or Guest Services.
• Proficient with HMS.
• Extensive knowledge of Front Desk operations in a high-volume luxury hotel; gaming preferred.
• Must be highly motivated and energetic with a strong commitment to hospitality excellence.
• Ability to stay composed in busy, stressful situations.
• Ability to manage, prioritize, and delegate multiple projects in a fast-paced environment.
• Maintain confidentiality of sensitive guest and company information.
• Proficient in MS Word, PowerPoint, Excel, and Outlook.
• Strong understanding of hotel operations, revenue optimization, and hotel technology innovations.
• Technical literacy in hospitality management software and related tools.
• Ability to achieve business objectives through strategic and operational planning and collaboration.
• Demonstrated leadership and ability to mentor teams.
• Ability to deliver consistent, high-quality service levels.
• Willingness to work a flexible schedule including nights, holidays, and weekends.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Assist the Senior Resort Manager in supervising the front desk and guiding staff to deliver high-quality service.
• Oversee check-in and check-out processes for efficiency and adherence to hotel policies.
• Handle guest inquiries, requests, and complaints to resolve issues promptly.
• Coordinate with reservations to manage room inventory, allocations, and revenue.
• Monitor front desk operations to ensure a welcoming, efficient reception for guests and vendors.
• Supervise cash handling, including guest payments, deposits, and billing adjustments.
• Assist in training front office staff on service standards and policies.
• Oversee front office shifts and ensure smooth handovers between shifts.
• Collaborate with housekeeping, concierge, and maintenance to address guest needs.
• Conduct regular inspections of front office areas for cleanliness and brand standards.
• Prepare and analyze front office reports (occupancy, revenue, feedback) with insights for improvement.

Skills

Front Desk operations

VIP Services

Casino Services

Leadership

Education

Bachelor’s Degree in Business/Hospitality/Hotel or related field

Tools

HMS

Microsoft Word

PowerPoint

Excel

Outlook

Job description

Fontainebleau Las Vegas is seeking a Resort Manager to work with the Assistant Director and oversee daily front desk operations, ensuring exceptional guest experiences and smooth check-in/check-out. You will lead front desk staff, handle guest inquiries, coordinate with housekeeping, concierge, and maintenance, and analyze front office reports to drive improvements.

This role requires a Bachelor’s in business/hospitality, 2+ years in Front Desk or Casino Services, and supervisory experience;