Guest Experience Shift Manager

Hard Rock Hotel & Casino Atlantic City; Atlantic City (NJ); On-site; USD 47,000 - 62,000; Full time

Benefits offered by this job

Medical benefits

Free meals

Free uniforms

Free parking

Discounts at Hard Rock properties

Annual bonus program

Training & leadership development

Wellness programs

Team Member Resource Groups

Recognition programs

Job summary

Hard Rock Hotel & Casino Atlantic City is seeking a Front Desk Supervisor to oversee daily front desk operations, manage guest check-ins, resolve issues, and ensure accuracy and presentation of guest services.

You will develop team knowledge through coaching, maintain guest relations, and support the mission of service excellence while aligning with responsible gaming standards and company values.

Qualifications

• High School Diploma or equivalent and at least three years of front desk experience required, or an equivalent combination of education and experience.
• Bachelor’s degree in Hospitality Management is preferred.
• Must have proficient knowledge of MS Office software programs such as Excel, Word and Outlook.

Responsibilities

• Oversees daily work assignments of Front Desk staff.
• Performs detailed guest room inspections to identify repair/improvement needs.
• Investigates and resolves guest situations such as reservation errors or lost personal belongings.
• Responsible for quality, consistency, and presentation of all products delivered to guests.
• Develop department members’ knowledge and skills through education, training, coaching, corrective counseling, etc.
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations.
• Conduct personal behavior and select, train, coach, counsel, appraise and retain direct reports who consistently perform actions and behaviors that reinforce the Company’s Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication.
• Promotes positive guest/employee relations.
• Perform other duties as assigned.

Skills

Front desk supervision

Guest services

Training & coaching

Education

Bachelor's degree in Hospitality Management

High School Diploma or equivalent

Tools

MS Office (Excel, Word, Outlook)

Job description

Hard Rock Hotel & Casino Atlantic City is seeking a Front Desk Supervisor to oversee daily front desk operations, manage guest check-ins, resolve issues, and ensure accuracy and presentation of guest services.

You will develop team knowledge through coaching, maintain guest relations, and support the mission of service excellence while aligning with responsible gaming standards and company values.