Guest Services Lead — Front Desk Operations

Caesars Entertainment; St. Louis (MO); On-site; USD 52,000 - 78,000; Full time

Job summary

Caesars Entertainment in St. Louis seeks a Front Office leader to coordinate and supervise the Hotel Front Office, ensuring exceptional guest service and safety compliance. This role guides staff, manages shifts, and acts as Manager on Duty when needed to uphold Horseshoe St. Louis standards.

The incumbent will train and support front desk teams, resolve complex guest situations, and collaborate with PBX, Reservations and Housekeeping to maintain smooth operations and guest satisfaction.

Qualifications

• Strong leadership and people management skills.
• Excellent communication with guests and team members.
• Proven ability to train, mentor and evaluate staff.

Responsibilities

• Trains, motivates, evaluates, supervises and assists in hiring staff to ensure guidance and resources.
• Creates shift schedules and approves time as directed by Front Office Manager.
• Supervises guest check-in/out to ensure courteous, efficient service.
• Counsels and instructs Front Desk Agents and Phone Operators in daily duties.
• Ensures guest needs align with Horseshoe St. Louis standards.
• Oversee hotel operations as Manager on Duty in absence of Front Office Manager.
• Monitor and audit Front Desk banks and non-zero balance reports.
• Coordinate with PBX, Reservations and Housekeeping for guest satisfaction.
• Monitor equipment and stock levels; initiate maintenance or supply orders.

Skills

Leadership

Customer service

Communication

Staff training

Scheduling

Guest relations

Job description

Caesars Entertainment in St. Louis seeks a Front Office leader to coordinate and supervise the Hotel Front Office, ensuring exceptional guest service and safety compliance. This role guides staff, manages shifts, and acts as Manager on Duty when needed to uphold Horseshoe St. Louis standards.

The incumbent will train and support front desk teams, resolve complex guest situations, and collaborate with PBX, Reservations and Housekeeping to maintain smooth operations and guest satisfaction.