Front Office Manager

The Front Office Manager is responsible for overseeing all front office and guest service operations within the casino property. This role ensures seamless guest arrival and departure experiences, VIP handling, regulatory compliance, and coordination between hotel operations and casino gaming areas. The FOM leads the front desk team to deliver exceptional guest service while maintaining operational efficiency, security standards, and revenue accuracy in a high-volume, 24/7 casino environment.

Key Responsibilities

1. Front Office & Guest Services Operations

Oversee daily operations of reception, concierge, VIP services, and reservations.

Ensure efficient check-in/check-out processes, especially during peak casino hours.

Manage room inventory, upgrades, and comp room allocations in coordination with Casino Marketing.

Ensure compliance with casino property standards, policies, and regulatory requirements.

Monitor guest flow between hotel and gaming floor to enhance guest experience.

2. VIP & Casino Guest Management

Coordinate VIP arrivals, high-roller guests, and loyalty program members.

Work closely with Casino Hosts to ensure seamless service for premium players.

Handle escalated guest concerns, disputes, or service recovery situations.

Ensure confidentiality and discretion in handling high-value guests.

3. Team Leadership & Workforce Management

Supervise, train, and mentor front desk agents, guest service representatives, and supervisors.

Prepare staff schedules for 24/7 operations.

Conduct performance evaluations and coaching sessions.

Ensure team compliance with responsible gaming practices and property SOPs.

Maintain a professional and high-energy service culture.

4. Financial & Compliance Oversight

Monitor cash handling procedures, billing accuracy, and credit authorizations.

Review daily revenue reports, comp tracking, and night audit summaries.

Ensure compliance with gaming commission regulations and internal controls.

Assist in budget planning and cost control initiatives.

Monitor KPIs such as occupancy, ADR, guest retention, and VIP conversion rates.

5. Interdepartmental Coordination

Collaborate with:

Casino Operations for guest tracking and VIP services.

Security for guest safety and incident handling.

Housekeeping for room readiness.

Finance for reconciliations and credit approvals.

Marketing for promotions and loyalty programs.

Participate in operational meetings and event planning for tournaments or special events.

Qualifications & Requirements

Bachelors degree in Hospitality Management, Business Administration, or related field (preferred).

46 years of experience in front office or guest services, preferably in a casino or integrated resort.

Minimum 2 years in a supervisory/managerial role.

Knowledge of casino management systems, PMS, and loyalty platforms.

Strong understanding of gaming regulations and compliance standards.

Excellent leadership, communication, and conflict resolution skills.

Ability to work flexible shifts, including nights, weekends, and holidays.

Key Competencies

Leadership & Staff Development

VIP Guest Relations

Regulatory Compliance

Revenue & Comp Management

Crisis & Conflict Management

High-Volume Operations Management