Hotel Guest Service Shift Manager

Caesars Entertainment; Stateline (NV); On-site; USD 60,000 - 80,000; Full time

Job summary

Caesars Entertainment, including Harrah’s and Caesars Republic Lake Tahoe, is seeking a Front Desk leader to drive first impressions and exceptional service. You will lead the front desk team, manage shift execution, and uphold world-class standards across operations.

Responsibilities include mentoring staff, hiring and training, coordinating shifts, resolving guest inquiries, and implementing promotional changes. A passion for hospitality and leadership is essential.

Qualifications

• College Degree preferred, especially in Hotel or Institutional Management
• 2 to 3 years in a Front Services position in a Hotel Services area
• Literate and fluent in English
• Ability to handle multiple tasks/duties simultaneously
• Strong communication skills both verbal and written
• Strong organizational and administrative skills
• Demonstrated leadership skills
• Ability to work a rotating shift with fluctuating days off
• Uphold integrity and comply with regulated business standards
• Acts as a role model to Team Members and Caesars Entertainment culture

Responsibilities

• Actively build and retain customer relations and mentor team members for superior service
• Hire, train, motivate, evaluate, and supervise personnel; coach for improvement
• Direct day-to-day shift operation to meet Caesars standards
• Review staffing and adjust, coordinate with leads for guest service and productivity
• Handle guest inquiries and complaints efficiently and courteously
• Administer policies for Hotel Department and ensure adherence
• Cover Front Desk operations as needed
• Recommend personnel changes including hiring, promotion and salary decisions
• Inform team of new promotions and data related to hotel operations

Skills

Leadership

Customer service

Communication

Multitasking

Team development

Education

College degree preferred

Hospitality management focus

Job description

WE ARE CAESARS At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them. Our Mission: “Create the Extraordinary" Our Vision: “We create spectacular worlds that immerse, inspire and connect you. We don’t perform magic; we create it with excellence." Our Values: “Blaze the Trail, Together We Win, All-In on Service” Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

Job Summary

The Front Desk leadership role at Harrah’s and Caesars Republic Lake Tahoe is a dynamic, guest-facing position focused on creating memorable first impressions and exceptional service experiences. The incumbent is responsible for fostering an energetic, welcoming environment that excites both guests and team members while building, developing, and retaining a highly skilled Front Desk team. This role leads the daily hotel front desk operations, ensuring seamless shift execution, elevated service standards, and strong operational performance. Through hands‑on leadership, collaboration, and a passion for hospitality, this position plays a key role in delivering the world‑class experience our guests expect from the iconic Caesars Entertainment brands.

How You Will Create the Extraordinary

• Responsible for actively building and retaining customer relations and acts as a mentor to team members in order to provide superior customer service.
• Hires, trains, motivates, evaluates, and supervises assigned personnel; coaches for success and continuing improvement of team member skills.
• Directs the day-to-day operation of the shift to ensure each guest experiences a level of service and comfort meeting Caesars Entertainment standard.
• Reviews daily staffing requirements and makes adjustments. Confers with lead staff to ensure maximum guest service and productivity. Recognizes priority services for our tiered level guests.
• Handles all guest inquiries and complaints in an efficient, courteous and tactful manner.
• Administers policies and procedures pertaining to the Hotel Department and ensures adherence to these policies and procedures.
• Handles duties of the Front Desk operations as necessary.
• Recommends changes for assigned personnel, including hiring, promotion, demotion and release of personnel. Approves wage and salary adjustments for personnel within established guidelines. Approves regular vacation and recommends leaves of absence.
• Updates and sets procedures for new promotions and other data that relates to the Hotel Operation and properly informs all team members of new changes and programs.

What You Will Need

• College Degree preferred, especially in Hotel or Institutional Management
• 2 to 3 years in a Front Services position in a Hotel Services area
• Literate and fluent in English
• Ability to handle multiple tasks/duties simultaneously
• Strong communication skills both verbal and written
• Strong organizational and administrative skills
• Demonstrated leadership skills
• Ability to work a rotating shift with fluctuating days off
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business
• Acts as a role model to other Team Members and always presents oneself as a credit to Caesars Entertainment and encourages others to do the same.
• Adheres to all regulatory, company and department policies and procedures

ADDITIONAL REQUIREMENTS

• Must be able to sit, stand or walk for long periods of time.
• Visual and auditory range must include immediate environment.
• Mobility to move about the property
• Must have the manual dexterity to operate a computer and other necessary office equipment.
• Must have the ability to push, pull, reach, bend, twist, stoop, and kneel.
• Positions that have contact with the public require the ability to work in a noisy environment, and may be exposed to guests who use tobacco products. Also, non-public contact positions may be required to enter public areas from time to time, in connection with their duties, and may be subject to the same environment.

About Us

At Harrah’s and Caesars Republic Lake Tahoe, we want you as a partner in a win‑win relationship. We want you to maximize your skills and talents to become the best you can be in your chosen field. We are proud to be one of the leaders in the hospitality business. One of the reasons our resorts have consistently received 4‑Star and 4‑Diamond Awards is because of the friendly, top quality people we hire to serve our guests. Harrah’s and Caesars Republic Lake Tahoe are located on the south shore of magnificent Lake Tahoe, America’s largest alpine lake and number one vacation destination. Visitors are drawn to Lake Tahoe’s year round recreation, which includes skiing and snowboarding in the winter months and hiking, fishing, mountain biking, golf kayaking, sailing and a plethora of other recreation opportunities in the spring, summer and fall. Add to this, the lively, round‑the‑clock gaming and indoor entertainment, world‑class amenities, which include two heated pools, a full‑service health spa, various restaurants, including the world renowned, Hell’s Kitchen, 1,254 rooms and suites plus excellent guest service, and you can understand why Harrah’s & Caesars Republic are popular choices for travelers and vacationers throughout the year.

At Harrah’s and Caesars Republic Lake Tahoe, we want you as a partner in a win‑win relationship. We want you to maximize your skills and talents to become the best you can be in your chosen field. We are proud to be one of the leaders in the hospitality business. One of the reasons our resorts have consistently received 4‑Star and 4‑Diamond Awards is because of the friendly, top quality people we hire to serve our guests. Harrah’s and Caesars Republic Lake Tahoe are located on the south shore of magnificent Lake Tahoe, America’s largest alpine lake and number one vacation destination. Visitors are drawn to Lake Tahoe’s year round recreation, which includes skiing and snowboarding in the winter months and hiking, fishing, mountain biking, golf kayaking, sailing and a plethora of other recreation opportunities in the spring, summer and fall. Add to this, the lively, round‑the‑clock gaming and indoor entertainment, world‑class amenities, which include two heated pools, a full‑service health spa, various restaurants, including the world renowned, Hell’s Kitchen, 1,254 rooms and suites plus excellent guest service, and you can understand why Harrah’s & Caesars Republic are popular choices for travelers and vacationers throughout the year. Besides living in one of the Earth’s most beautiful locations you will join a company that understands how to treat employees. As an industry leader, Harrah’s believes a successful company starts with satisfied employees. Whether it’s professional advancement or personal recognition, Harrah’s provides accolades and incentives as you move along your career path.

TOGETHER WE WIN

We believe in delivering family‑style service—an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.

DISCLAIMER

These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary. As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre‑employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre‑employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre‑employment screening may occur post‑offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.

ADA

Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy‑related conditions, or where a conflict exists between the position and an individuals’ religious beliefs or practices.

EQUAL EMPLOYMENT OPPORTUNITY

Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person’s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.