Guest Services Lead - Luxury Concierge & Front Desk

Saracen Casino; Pine Bluff (AR); On-site; USD 42,000 - 64,000; Full time

Job summary

Saracen Casino Resort in Pine Bluff, Arkansas, is seeking an Assistant Guest Services Manager to lead daily guest services operations and deliver a polished luxury experience from pre-arrival through departure. The role coaches colleagues, resolves guest concerns with discretion, and collaborates across departments to ensure seamless service aligned with Forbes standards.

Leaders are expected to manage shifts, engage guests by name, and maintain privacy while upholding safety and property

Qualifications

• High school diploma or equivalent required; associate or bachelor's in hospitality/business preferred.
• Two+ years in guest services, front desk, concierge, or luxury hospitality with supervisory experience.
• Knowledge of Forbes Travel Guide-aligned standards and luxury service expectations.

Responsibilities

• Assist in directing daily guest services, front desk, concierge, bell, door, and related arrival/departure activities.
• Maintain visible lobby presence, greet guests by name, and ensure gracious, efficient service.
• Review arrivals, VIPs, preferences, and service recovery, coordinating details across departments.
• Lead shift briefings, assign tasks, inspect work areas, and share property knowledge with colleagues.
• Monitor lobby flow, phone responses, luggage handling, transportation, and guest requests for timely service.
• Resolve escalated issues with discretion and document follow-through and outcomes.
• Support staffing, scheduling, training, recognition, and performance coaching.
• Maintain accurate shift logs, guest profiles, and incident records while protecting privacy.

Skills

Guest services

Front desk

Concierge

Leadership

Communication

Education

High school diploma or equivalent

Bachelor's degree in hospitality, business, or related field

Job description

Saracen Casino Resort in Pine Bluff, Arkansas, is seeking an Assistant Guest Services Manager to lead daily guest services operations and deliver a polished luxury experience from pre-arrival through departure. The role coaches colleagues, resolves guest concerns with discretion, and collaborates across departments to ensure seamless service aligned with Forbes standards.

Leaders are expected to manage shifts, engage guests by name, and maintain privacy while upholding safety and property