Lead Agent Guest Relations - PP

Palms Casino Resort -
Las Vegas, NV

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Job Details

Full-time

Qualifications

Process audits
Team leadership
Standard Operating Procedures (SOPs) implementation
Operations coordination planning
Managing hospitality teams
High school diploma or GED
Hotel room assignment management
Team development
Team training
Mentoring
Property management systems (PMS)
Leading team collaboration initiatives
Technical writing experience
Hotel and accommodations guest complaints handling
Hotel daily report preparation
Hotel guest account management
Standard operating procedures (SOPs)
Standard operating procedures drafting

Full Job Description

The Lead Guest Relations is responsible for overseeing daily front desk operations and supporting the Front Office team in delivering exceptional guest service. This leadership role acts as a key point of contact for both guests and staff, ensuring smooth workflows, accurate procedures, and timely responses to guest needs. The Lead Guest Relations sets the tone for hospitality excellence and operational consistency.

Essential Functions & Responsibilities:

The Lead Guest Relations supervises front desk agents to ensure all check-in, check-out, and guest service procedures are carried out accurately and with care.

Assist with day-to-day operations at the Front desk, Palms Place, and the VIP Lounge, maintaining a high standard of hospitality.

Responsible for running and analyzing the daily house count and VIP reports to anticipate occupancy flow and special service needs.

Assist front desk agents during peak hours, acting as the first point of contact for service recovery and guest-related concerns.

Coordinate with the Concierge team to support guest interactions and enhance the overall experience.

Process and authorize guest comps according to hotel guidelines, ensuring accuracy and consistency.

Stand for extended periods throughout 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 the 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 contributes 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.

Demonstrated ability to work across multiple areas (e.g., 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, escalate 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 be tolerant to varying conditions of noise level, temperature, illumination, and air quality.

May be exposed to smoke.

The noise level in the work environment 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.

Eye/hand coordination.

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.

We are committed to creating a work environment where the growth and well-being of our team members is the top priority. Join our team today!

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