LEAD GUEST SERVICE AGENT- HOTEL FRONT DESK

Belterra Casino Resort; Florence (IN); On-site; USD 40,000 - 52,000; Full time

Job summary

Boyd Gaming Corporation is seeking a Lead Guest Service Agent at Belterra Casino Resort in Florence, IN to deliver outstanding hotel front-desk service. You will supervise front desk operations, train agents, and ensure smooth check-ins and check-outs while maintaining compliance with gaming regulations.

The role requires strong communication, leadership, and a commitment to guest satisfaction, with flexibility to work varied shifts and the ability to use front desk software and office equipment.

Qualifications

• Excellent communication skills required.
• Complete working knowledge of Front Desk duties expected.
• Must be 21+ and able to obtain licenses per regulations.

Responsibilities

• Lead and train Front Desk Agents and related staff.
• Direct registration and check-out processes.
• Organize and assign work to ensure efficient operations.
• Enforce department and company policies.
• Provide input to management on performance matters.

Skills

Communication

Front Desk duties

Licensing & compliance

Equipment use

Guest service

Multi-tasking

Computer skills

Shift flexibility

Age 21+

Education

High school diploma or equivalent

On-the-job training

Tools

Front desk software

Office equipment

Telecom devices

Job description

Boyd Gaming Corporation has been successful in gaming jurisdiction in which we operate in the United States and is one of the premier casino entertainment companies in the United States. Never content to rest upon our successes, we will continue to evolve and retain a position of leadership in our industry.

Our past success, our current business philosophies and our sound business planning, combine to position Boyd Gaming Corporation to maximize value for our shareholders, our team members and our communities.

Job Description

The Lead Guest Service Agent is responsible for providing superior service to both the internal and external customer.

• Maintains an efficient and effective Hotel Front Office work group via direction from the Assistant Front Desk Managers.
• Provides training, assistance, and on-the-job work direction to the Front Desk Agents, Night Auditors, Valet Attendants to ensure accurate, exceptional and courteous room registration and check-outs.
• Welcomes and provides service to guests of the hotel.
• Provides general leadership and work direction of department team members, including but not limited to:
• Organizing and assigning work.
• Prioritizing workload and assignments to ensure orderly and efficient completion by department team members.
• Directing department team members in the successful completion of assigned work.
• Enforcement of department and company policies.
• Instructing and training department team members in the successful performance of their duties.
• Other leadership and work direction duties as assigned by Management.
• The Lead Guest Service agent does not perform managerial tasks such as performance reviews, hiring or terminations; although they may provide input to management regarding such matters.

Qualifications

• Effective communication skills.
• Complete working knowledge of Front Desk Agent’s duties required.
• Must be able to obtain and maintain all licenses / certification per Federal, State, and Gaming regulations.
• Ability to use all equipment associated with the position, including, but not limited to, keyboards, telephones, fax machines, copiers, cell phone, two-way radios, printers and key encoders.
• Ability to communicate effectively at all times with guests, as well as all levels of team members.
• Ability to move around the service desk effectively, pull up portfolios, reach across counter for guest transactions.
• Ability to effectively use a computer to access, understand and input guest information.
• Must be flexible to work varying shifts and time schedules as needed.
• Must be 21 years of age.

The skills and abilities necessary for this position are typically acquired through the completion of a high school education or equivalent, in addition to two months of on-the-job training or related experience

Additional Information

Boyd Gaming is proud to be an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.