Hotel-Front Office Manager

Ko-Kwel Casino Resort Medford; Medford (OR); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Comprehensive health care benefits

401-K retirement with 4% company match

Generous time off policy

Job summary

Ko-Kwel Casino Resort in Medford, OR is seeking a Hotel Front Office leader to oversee administration and operations of the Front Desk, ensuring a warm, guest-focused culture that reflects the Compass by Margaritaville experience.

You will coach staff, manage schedules, uphold brand standards, and collaborate with resort leaders to meet guest expectations and financial targets, with flexibility for events and holidays.

Qualifications

• Minimum two (2) years Hotel Front Office management experience, including supervision of front desk operations.
• Experience in casino-hotel hospitality environments preferred.
• Proficient with Windows applications and willing to work with Property Management software.

Responsibilities

• Oversee safe, clean, and guest-friendly Front Desk operations.
• Schedule and delegate Front Desk tasks to maintain service levels.
• Coach and train Front Office staff for performance and growth.
• Uphold brand standards and guest-experience guidelines.
• Collaborate with resort leaders to meet property goals.
• Ensure accurate occupancy forecasting and reporting.
• Manage Front Office budgets and staffing in line with needs.

Skills

Front desk management

Customer service

Team leadership

Budget and wage management

Communication skills

Education

High school diploma or equivalent

Hospitality management degree desirable

Tools

Property Management software

Windows applications

Database familiarity

Job description

At Ko-Kwel Casino Resort, we know the best experiences start with a warm welcome. Whether you're arriving for a relaxing getaway or clocking in for your shift. Here, hospitality is personal, teamwork is real, and people genuinely look out for one another. When you join our team, you're stepping into a workplace where you can learn, grow, and take pride in creating memorable moments across the entire property. We bring energy, heart, and professionalism to everything we do, by building not only unforgettable guest experiences, but a workplace we're proud to call our own.

Be part of a team that's shaping one of the premier destinations for gaming and hospitality. A place where guests and team members alike feel right at home on Oregon's beautiful southern coast and beyond.

Why this job matters

Responsible for the successful and consistent administration and operations of the Hotel Front Office while leading a warm, welcoming, and guest-focused culture that captures the easygoing spirit of Compass by Margaritaville. As a key ambassador of our Compass experience, this role helps create the friendly energy guests feel the moment they arrive, creating a sense of escape, warmth and genuine connection, while shaping a team environment where employees feel supported, motivated, and excited to deliver exceptional hospitality every day.

What you bring to the table

• Make sure the space stays safe, clean, and friendly for both guests and the rest of the team; speak up and report any safety concerns to the Safety Committee.
• Schedules and delegates work to the Front Desk staff.
• Responsible for the development, coaching, and ongoing training of employees.
• Ensures Front Office operations consistently meet Compass by Margaritaville brand standards, service expectations, and guest experience guidelines.
• Partners closely with leaders across the resort to ensure Compass by Margaritaville operations align with and support broader property goals, guest expectations, and service standards.
• Follows up with Group Sales & Marketing on guest history, group block pick-ups, and cut-off dates to support seamless group experiences.
• Works closely with the Casino players club to promote outstanding service standards for gaming guests.
• Remains current on marketing events, room rates, and room availability to help maximize hotel results.
• Stays informed on credit policies and ensures staff are properly trained to follow them.
• Responsible for maintaining and continually enhancing the Hotel Emergency Manual.
• Resolves guest concerns, complaints, and suggestions with a warm, solutions-oriented approach to ensure superior service.
• Prepares for and participates in interviews, training programs, new hire orientations, management meetings, and other assigned projects or committees.
• Accurately prepares hotel occupancy forecasts.
• Ensures all management directions and guest special requests are clearly noted in the Property Management System for timely action by the appropriate hotel department prior to check-in.
• Prepares weekly and monthly reports in accordance with required quality standards and established deadlines.
• Responsible for creating, implementing, and achieving departmental budgets for the Front Office by using daily wage management techniques, payroll management tools, and appropriate staffing adjustments based on business needs.
• Available to work during major events, holidays, weekends, and special functions as needed.
• Responsible for upholding and promoting the service standards of Ko-Kwel Casino Resort.
• Jump in where needed to support the team and keep things running smoothly. (Other duties as assigned)

Must-haves, nice-to-haves, and maybe some bonus points

• Friendly and approachable attitude that helps guests (and the team) feel welcome and cared for every day.
• High school graduate or equivalent with some formal hotel or hospitality training preferred. A degree in hospitality management desirable.
• Minimum two (2) years Hotel Front Office management experience to include supervision of front desk operations with a pattern of growth in job responsibilities. A combination of education and related work experience may be considered.
• Minimum three (3) years of hospitality experience in a casino-hotel environment.
• Computer experience essential, including all windows applications. Prefer individual that is proficient in any Property Management software. Fluent within data base programs preferred.
• Good organization and administration skills required.
• Able to work in a team environment.
• Strong oral and written communications skills demonstrating professionalism.
• Ability to work without supervision, to organize and track multiple projects with large amounts of detail necessary.
• Ability to meet deadlines, and work well in pressure situations.
• Must have excellent public relation skills with the ability to navigate guest issues successfully.
• Proven ability to handle non-routine situations with tact and discretion.
• Comfortable communicating clearly and positively with both guests and teammates.

Physical stuff to know

We've included the typical physical parts of the job here. If you need an accommodation to do the work, just let us know-we're here to support you.You'll need to be available to work weekends, holidays, and evenings when we are busy. During your shift, you'll stand for extended periods, and frequently walk, and use your hands to finger, handle or feel objects, tools or controls. Occasionally sit. Work in an environmental condition including but not limited to; weather, noise and airborne particles. Periodically push, pull and lift up to 20 pounds. It's important to stay calm and make good decisions under pressure, especially when dealing with stressful situations or upset people. This is a quick summary of the main duties and requirements-it might not cover everything you could be asked to do.

Ko-Kwel Casino Resort is owned by the Coquille Indian Tribe. Team members are eligible for a comprehensive health care benefit, generous time off policy, 401-K retirement with 4% company match and other benefits.