Lead Agent Guest Relations - PP

SMGHA Nevada, LLC; United States; On-site; USD 40,000 - 60,000; Full time

Job summary

SMGHA Nevada, LLC is searching for a Lead Guest Relations professional to oversee all front desk operations. Responsibilities include supervising staff, ensuring an exceptional guest experience, and managing peak service hours.

The ideal candidate will have 3–5 years of experience in hospitality, strong leadership abilities, and expertise in managing property systems. This role demands excellent communication skills and requires a commitment to high service standards.

Qualifications

• 3–5 years experience at the Front Desk, demonstrating oversight ability.
• Ability to work across multiple areas with consistency.
• Excellent verbal and written communication skills.

Responsibilities

• Supervise front desk agents ensuring service procedures are followed.
• Assist day‑to‑day operations at the Front desk.
• Run and analyze daily house count and VIP reports.

Skills

Supervisory skills

Communication

Leadership

Attention to detail

Education

High school diploma or equivalent

Hospitality or management coursework

Tools

Property management systems (LMS preferred)

Reservation tools

Job description

Lead Guest Relations

The Lead Guest Relations is responsible for overseeing daily front‑desk operations and supporting the Front Office team in delivering exceptional guest service.

Essential Functions & Responsibilities

• Supervise front desk agents to ensure check‑in, check‑out, and guest service procedures are carried out accurately and with care.
• Assist day‑to‑day operations at the Front desk, Palms Place, and the VIP Lounge, maintaining a high standard of hospitality.
• Run and analyze daily house count and VIP reports to anticipate occupancy flow and special service needs.
• Assist front desk agents during peak hours, acting as first point of contact for service recovery and guest‑related concerns.
• Coordinate with the Concierge team to support guest interactions and enhance overall experience.
• Process and authorize guest comps according to hotel guidelines, ensuring accuracy and consistency.
• Stand for extended periods during the shift to greet guests, assist with check‑in/check‑out, and maintain a welcoming presence at the front desk.
• Maintain and balance the room rack to optimize inventory and ensure guest room readiness.
• Monitor reservations, cancellations, and special requests, working closely with other departments to ensure seamless service delivery.
• Prepare pre‑registration rooms and verify all necessary steps are completed prior to guest arrival.
• Provide ongoing coaching and mentorship to team members and lead training sessions on systems, policies, and hospitality standards.
• Support department leadership in drafting and maintaining Standard Operating Procedures (SOPs) and ensure agents are trained in these procedures and follow them consistently.
• Deliver daily activity summaries to management, communicating important operational details.
• Uphold appearance, organization, and efficiency of the front desk area while promoting a welcoming and professional atmosphere.
• Identify service gaps and suggest improvements to elevate the guest experience and team performance.
• Actively contribute to a positive and inclusive team culture by promoting professionalism, empathy, and collaboration.
• Ensure agents maintain proper professional standards, including wearing name tags and adhering to uniform and grooming guidelines.
• Other duties as assigned.

Required Qualifications

• High school diploma or equivalent; additional hospitality or management coursework is preferred.
• Minimum 3–5 years’ experience at the Front Desk with demonstrated ability to oversee the function.
• Ability to work across multiple areas (Front Desk, VIP Lounge, Palms Place) with consistency and professionalism.
• Advanced knowledge of property management systems (LMS preferred), reservation tools, rack balancing, and guest comp processing.
• Demonstrated leadership skills with experience mentoring staff, writing and implementing SOPs, and ensuring procedural compliance.
• Proven ability to run house count reports, VIP lists, and pre‑registration audits to support occupancy planning and premium guest services.
• Excellent verbal and written communication skills; able to document shift notes, elevate issues, and train team members clearly.
• Professional presence and accountability in guest‑facing interactions, with a history of leading service recovery efforts calmly and effectively.
• Ability to collaborate across departments (Housekeeping, Concierge, Maintenance, Security) to coordinate room readiness and service delivery.
• High level of attention to detail, especially in billing accuracy, guest requests, and appearance standards.
• Commitment to uphold uniform policies, grooming standards, and ensure staff compliance with dress code and name tag requirements.

Physical Demands & Work Environment

Work is performed in a lounge and office setting. Must tolerate varying conditions of noise, temperature, illumination, and air quality. May be exposed to smoke. Noise level is usually moderate to loud. Constant contact with executives, department management, team members, and guests. Prolonged standing and mobility. Balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, repetitive motions. Lift, carry, push, pull or otherwise move objects and/or move up to 25 pounds occasionally. Use of standard office equipment. Ability to distinguish letters, numbers, and symbols. May be required to work evening, weekends and holiday shifts.

Equal Opportunity Employer

Palms Casino Resort provides equal employment opportunities to all team members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Palms Casino Resort, its affiliates and subsidiaries, will make reasonable accommodations in compliance with applicable law.