Guest Services Lead - VIP Concierge & Casino Experience

Commerce Casino; Commerce, Northern (CA, KY); Hybrid; USD 45,000 - 58,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life Insurance

Flexible Spending Accounts

401(k)

Vacation time

Job summary

Commerce Casino is seeking a Guest Services Desk Lead to oversee daily operations, training, and service excellence across Guest Services, Marketing, and Casino Operations. You will manage player profiles, rewards, and guest communications while maintaining top-tier service standards.

The role requires strong hospitality experience, leadership, and the ability to coordinate with multiple departments to deliver a seamless guest experience across promotions and programs.

Qualifications

• 3-4 years in the hospitality industry.
• Knowledge of computers, printers, scanning, and basic office software is helpful.
• Two years of Concierge, VIP ambassador or Casino host experience is preferred.

Responsibilities

• Lead the Guest Services Desk team to grow revenue and ensure service excellence.
• Develop one-on-one relationships with desk teams and provide exceptional training.
• Resolve guest complaints and escalate when appropriate.
• Promote and explain player programs, promotions, and benefits of the player card.
• Collaborate with other departments to ensure a seamless guest experience.

Skills

Leadership

Customer service

Staff training

Education

High School Diploma

Tools

Microsoft Windows

Excel

Job description

Commerce Casino is seeking a Guest Services Desk Lead to oversee daily operations, training, and service excellence across Guest Services, Marketing, and Casino Operations. You will manage player profiles, rewards, and guest communications while maintaining top-tier service standards.

The role requires strong hospitality experience, leadership, and the ability to coordinate with multiple departments to deliver a seamless guest experience across promotions and programs.