Front Desk Lead

Front Desk Lead

Contributes to the efficient daily operation of Hotel – Front Desk activities by leading all front desk duties including receiving incoming guests, providing guest services, responding to inquiries promoting hotel services, and ensuring maximum room revenues, in accordance with the established policies and procedures of the Shoshone-Bannock Casino Hotel. Maintains professionalism in all interactions with internal and external customers.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities

• Welcomes, greets, and assists arriving and departing guests.
• Assists with booking, tracking, charging, handling, and entering room reservations.
• Accepts and processes payments in form of credit, cash, and/or reward points.
• Ensures all guest room rates and revenues are administered correctly.
• Provides information to guests on all aspects of the casino including promotions, layout of property, player club information, and other casino/hotel activities and amenities.
• Informs guests of local area attractions.
• Completes Front Desk Lead daily shift checklist.
• Assists with responding to incoming emails and tracking hotel leads.
• Verifies front desk balance at end of shift and notifies supervisor of any discrepancies.
• Prepares complete and accurate end-of-shift reports.
• Ensures compliance with key handling policies and procedures.
• Assists Supervisor as requested.
• Answers incoming telephone calls and responds to callers' questions knowledgeably and professionally.
• Provides excellent customer service and solutions for all internal and external customers.
• Maintains complete and accurate guest records and reservations.
• Contributes to a team effort and accomplishes related results as required.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities

Knowledge of:

• Goals, objectives, functions, policies, and procedures of Shoshone-Bannock Casino Hotel.
• Applicable federal, state, tribal, and gaming laws, regulations, requirements, and principles.
• Cash handling, banking, and/or accounting methods and procedures.
• Customer service standards.

Skill in:

• Operating various word-processing, spreadsheets, and office software and industry-related applications.
• Analyzing problems, projecting consequences, identifying solutions, and implementing recommendations.
• Handling multiple tasks simultaneously.
• Addressing customer problems.
• Correct English usage, grammar, spelling, and punctuation.
• Providing exceptional customer service.

Ability to:

• Lead the work of others.
• Communicate efficiently and effectively both verbally and in writing.
• Maintain confidentiality.
• Interact and maintain good working relationships with individuals of varying social and cultural backgrounds.
• Analyze situations and adopt appropriate courses of action.
• Establish and maintain professional relationships with the public and co-workers.
• Make solid decisions and exercise independent judgment.
• Train department staff, ensuring they are knowledgeable about hotel policies, procedures, and best practices.
• Demonstrate professionalism at all times.
• Demonstrate sensitivity to the needs of guests.
• Remain calm in emergency or crisis situations.
• Handle multiple tasks and meet deadlines.
• Work independently with minimal supervision.
• Adapt to varying situations.
• Work in a fast-paced environment and meet deadlines.
• Uphold strong ethics and integrity.

Minimum Qualifications

• High School Diploma or GED.
• Two (2) years of customer service experience.
• A combination of relevant education and related work experience may be considered.
• Valid driver's license is required when driving vehicles for work-related purposes.
• Must be able to successfully pass a background screening / investigation according to the established requirements below.
• Tribal and Native American preference shall apply to all positions.

Certifications, Licenses, and/or Registrations

• Must obtain and maintain Hospitality and Customer Service training certifications.
• Must be able to submit supporting documentation of education and training to support qualifications.
• Must be able to obtain and maintain a gaming license in good standing according to licensing rules and regulations.
• Must obtain and maintain a driver's license and qualify for insurance coverage on company vehicles.

Background Investigation Requirements

• Pre-employment drug screen.
• Personal reference check and employment verification.
• Federal, state, and/or tribal criminal history and sanction checks including fingerprint verification.

Physical Demands

While performing the duties of this job, the employee regularly is required to stand; sit; use hands to manipulate, touch, or grasp; use a computer and cellphone/telephone; and talk or hear. The employee occasionally is required to walk; reach with both hands or arms; and lift up to 25 pounds. The employee may rarely climb or balance; and taste or smell. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee regularly is exposed to dust, fumes, airborne particles, allergens, and/or second-hand smoke; and hostile, offensive, and / or violent individuals.

Work Environment

Work is generally performed in a casino hotel setting with a moderate and occasionally high noise level. Evening and/or weekend work may be required. Tight time constraints and multiple demands are common. Travel may be required for training, meetings, conferences, presentations, and other events.

Employee Acknowledgement

The signatures below confirm that the employee and supervisor have discussed the contents of this job description.

Employee Signature - Date

Supervisor Signature - Date

Updated 02/25/26