Hotel Guest Service Shift Manager

Responsibilities

• Builds and retains customer relations and acts as a mentor to team members.
• 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 standards.
• 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.

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.
• Strong communication skills both verbal and written.
• Strong organizational and administrative skills.
• Demonstrated leadership skills.
• Strong computer skills.
• Able to work a rotating shift with fluctuating days off.
• Able to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.

About the role

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.