Las Vegas, Nevada, United States · On-site
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 bot…
Skills: Front Office Management, Guest Relations, Leadership, Service Recovery, Property Management Systems
Las Vegas, Nevada, United States · On-site
Provides an unsurpassed level of guest service while displaying an upbeat and positive demeanor. This position is responsible for ensuring that all public areas meet the highest standards as set by Palms|Palms Place. The…
Skills: Team Leadership, Environmental Services, Customer Service, Staff Supervision, Quality Inspection
Las Vegas, Nevada, United States · On-site
Responsible for providing outstanding guest service when checking guests in and out, booking reservations, providing information and additional services to guests as needed. Attends to guest needs and resolve guest probl…
Skills: Guest Relations, Front Desk Operations, Payment Processing, Reservation Management, Conflict Resolution
Highland, California, United States · On-site
Under the direction of the Managerand Supervisor, VIP Services, the VIP Services Representative assists management with the administrative duties and coordination of all VIP Service-related functions. This includes but i…
Skills: Guest Relations, Administrative Coordination, Reservation Management, Interpersonal Communication, Microsoft Outlook
Highland, California, United States · On-site
Under the direction of the Supervisor Beverage, the Beverage Utility Clerk maintains beverage self-serve stations, beverage cart fill stations, portable bar equipment, and bar storage areas. These areas are monitored and…
Skills: Beverage Service, Inventory Stocking, Cleaning and Sanitation, Customer Service, Basic Mathematics
Las Vegas, Nevada, United States · On-site
Reporting to the Executive Housekeeper, the Status Board Operator is primarily responsible for the receipt, logging and handling of guest requests for housekeeping service and the daily preparation of room assignments fo…
Skills: Customer Service, Housekeeping Operations, Microsoft Excel, Microsoft Word, Microsoft Outlook
Highland, California, United States · On-site
Under the direction of the Supervisor, Theater Operations, the Usher works to proactively interact with guests in providing information and assistance on all things related to the guest having an enjoyable experience at …
Skills: Customer Service, Interpersonal Communication, Conflict Resolution, Crowd Management, Ticket Scanning
Highland, California, United States · On-site
Reporting to the Supervisor, Cage Operations Technician, the Cage Operations Technician performs preventative maintenance and is responsible for troubleshooting on multi-functional kiosks, ATM machines, currency counters…
Skills: Preventative Maintenance, Troubleshooting, Hardware Repair, Software Updates, Microsoft Office Suite
Highland, California, United States · On-site
Under the direction of the Assistant Manager, Food and Beverage, the Supervisor, Food and Beverage is responsible for the efficient scheduling and oversight of subordinate employees with the purpose of improving the quan…
Skills: Leadership, People Management, Scheduling, Employee Training, Cost Control
Highland, California, United States · On-site
Under the direction of the Supervisor, Fulfillment, the Lead Fulfillment - Guest Services is responsible for advanced support with daily operations with the timely and efficient fulfillment of goods and services within t…
Skills: Inventory Control, Warehouse Operations, Customer Service, Team Leadership, Microsoft Word
Highland, California, United States · On-site
Under the direction of the Manager, Cage Operations, the Manager Relief of Cage Operations is responsible for overseeing all cage activities in the absence of the Cage Operations Manager. This role provides leadership an…
Skills: Cash Handling, Anti-Money Laundering Compliance, Leadership, Staffing Management, Internal Auditing
Las Vegas, Nevada, United States · On-site
It is the responsibility of the Table Games Floor Supervisor to directly supervise the operation and conduct of assigned table games and table games personnel while providing excellent guest service. All duties are to be…
Skills: Table Games Supervision, Guest Service, Staff Training, Performance Management, Conflict Resolution
Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.
Oversee daily front desk operations and supervise agents to ensure exceptional guest service and operational consistency. Manage house counts, VIP reports, and room inventory while providing coaching and mentorship to the team.
Requires a high school diploma and 3-5 years of front desk experience with demonstrated leadership abilities. Must be proficient in property management systems and possess strong communication skills for service recovery and staff training.
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
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!
Since 1986, Yaamava' Resort & Casino at San Manuel, formerly known as San Manuel Casino, has built a strong reputation as a premier and renowned casino and Southern California’s one-stop destination for entertainment and fun. Millions of guests each year enjoy Las Vegas-style gaming, sumptuous dining, and more than 6,500 of the newest slot machines. With exceptional guest experiences and a multitude of highly rewarding professional careers, it is an anchor for the local economy and among the largest private employers in San Bernardino County. We are proud to be a Great Place to Work-Certified™ company! Become a part of our team today!
Offices: 777 San Manuel Blvd, Highland, CA 92346, US
Since 1986, Yaamava' Resort & Casino at San Manuel, formerly known as San Manuel Casino, has built a strong reputation as a premier and renowned casino and Southern California’s one-stop destination for entertainment and fun. Millions of guests each year enjoy Las Vegas-style gaming, sumptuous dining, and more than 6,500 of the newest slot machines. With exceptional guest experiences and a multitude of highly rewarding professional careers, it is an anchor for the local economy and among the largest private employers in San Bernardino County. We are proud to be a Great Place to Work-Certified™ company! Become a part of our team today!
Offices: 777 San Manuel Blvd, Highland, CA 92346, US
