Shift Manager, Front Office

Hard Rock Hotel Cancun; Atlantic City, Northern (NJ, KY); Hybrid; USD 47,000 - 62,000; Full time

Benefits offered by this job

Medical benefits

Free meals

Free uniforms

Free parking discounts

Job summary

Hard Rock Hotel Cancun is seeking a Front Desk Leader to plan and direct Front Desk and Guest Service operations, ensuring a positive guest experience across all touchpoints.

You will oversee daily Front Desk staff assignments, conduct room inspections, and resolve issues like reservation errors or lost belongings, while maintaining quality and presentation of services. A focus on coaching and training will develop the team’s skills and support guest satisfaction.

Qualifications

• High School Diploma or equivalent required; three years of front desk experience or equivalent combo.
• Bachelor’s degree in Hospitality Management preferred.
• Proficient knowledge of MS Office programs (Excel, Word, Outlook).

Responsibilities

• Plan and direct Front Desk and Guest Service operations to ensure a positive guest experience.
• Oversee daily work assignments of Front Desk staff.
• Perform detailed guest room inspections to identify repair/improvement needs.
• Investigate and resolve guest situations such as reservation errors or lost personal belongings.
• Ensure quality, consistency, and presentation of all products delivered to guests.
• Develop department members’ knowledge and skills through education, training, coaching, and counseling.

Skills

Front desk experience

Guest service

Education

High School Diploma or equivalent

Bachelor’s degree in Hospitality Management preferred

Tools

MS Office

Job description

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description

• Under the direction of the Front Office Manager, plans and directs the Front Desk and Guest Service operations to ensure a positive guest experience.
• Oversees daily work assignments of Front Desk staff.
• Performs detailed guest room inspections to identify repair/improvement needs.
• Investigates and resolves guest situations such as reservation errors or lost personal belongings.
• Responsible for quality, consistency, and presentation of all products delivered to guests.
• Develop department members’ knowledge and skills through education, training, coaching, corrective counseling, etc.
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations.
• Conduct personal behavior and select, train, coach, counsel, appraise and retain direct reports who consistently perform actions and behaviors that reinforce the Company’s Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication.
• Promotes positive guest/employee relations.
• Perform other duties as assigned.

Qualifications

• High School Diploma or equivalent and at least three (3) years of front desk experience required, or an equivalent combination of education and experience.
• Bachelor’s degree in Hospitality Management is preferred.
• Must have proficient knowledge of MS Office software programs such as Excel, Word and Outlook.

Benefits

• Medical, Time Off and Retirement benefits offered through Local Union Representation
• Free Meals
• Free Uniforms
• Free Parking Discounts at Hard Rock properties around the globe
• All team members are eligible to participate in the discretionary annual bonus program
• Training and Leadership development programs
• Wellness programs including onsite information and fitness seminars
• Team Member Resource Groups
• Recognition programs

Pay range $47,000-$62,000

Be Iconic represents the roots of our culture. The Seminole Tribe of Florida remains the only unconquered tribe in the United States of America. The Tribe established Seminole Gaming in 1979, when it opened the first high-stakes bingo hall in the United States. Building on its rich heritage of courageous and groundbreaking achievements, the Seminole Tribe of Florida acquired Hard Rock International in March 2007 - the first transaction of its kind by a Native American tribe. Today, Hard Rock International remains one of the most globally recognized companies in the world, with Hard Rock Hotel, Casino, Cafe and Rock Shop venues in over 74 countries. With the continued growth of Seminole Gaming and Hard Rock International, Seminole Hard Rock Support Services was created to support all of our brands and lines of business. With the largest global footprint in the hospitality industry for over 50 years, our number-one job is to bring fun and excitement to our team members and our guests!