FRONT DESK LEAD

Active - Non Union full-time

Saratoga Springs, NY, US

Salary Range: $21.00 To $23.00 Hourly

Do you thrive in a fast-paced & exciting environment? Do you have a passion for bringing joy to others? Do you want to be part of a company that not only cares for and uplifts their team members but also the community around them? Then Saratoga Casino Hotel may be the place for you! We offer highly competitive benefits and wages, opportunities for career growth, all in a fun & unique working environment.

About Us:

As the premier entertainment destination for the Capital Region, Saratoga Casino Hotel consistently strives to fulfil one promise to all of our guests, “To create special experiences one guest at a time.” If you would like to be part of the amazing team of people it takes to fulfil this special promise, Saratoga Casino Hotel welcomes you to apply!

Position Summary

The Front Desk Lead serves as a working leader within the Front Desk team, assisting the Front Desk Supervisor in ensuring exceptional guest service, operational efficiency, and adherence to departmental standards. This position provides day-to-day guidance and support to Front Desk Agents while maintaining a visible presence at the front desk and delivering outstanding service to guests.

The Front Desk Lead position serves as a key developmental role within the Front Office department. In addition to supporting daily operations, the Lead is expected to assist with training and onboarding new team members, provide ongoing coaching and feedback to Front Desk Agents, and help reinforce departmental service standards and procedures. This position is designed to help prepare high-performing team members for future supervisory opportunities by developing leadership, communication, and operational management skills.

In addition to Front Desk leadership responsibilities, the Front Desk Lead oversees the daily inventory management, ordering, merchandising, cleanliness, and operational presentation of Perks Marketplace, ensuring a well-stocked, organized, and guest-friendly retail environment.

Essential Duties and Responsibilities

Front Desk Operations & Leadership

• Lead by example in delivering exceptional guest service and hospitality.

• Assist with the daily operation of the Front Desk, including guest check-in, check-out, room assignments, and guest inquiries.

• Serve as the primary point of contact for Front Desk Agents during assigned shifts when the Front Desk Supervisor is unavailable.

• Support the Front Desk Supervisor in monitoring staff performance and adherence to departmental standards and procedures.

• Assist the Front Desk Supervisor with onboarding, training, and mentoring new Front Desk Agents.

• Provide real-time coaching and constructive feedback to team members to support performance improvement and professional development.

• Serve as a role model for guest service excellence, professionalism, and adherence to company standards.

• Participate in leadership development activities and demonstrate readiness for increased supervisory responsibilities.

• Assist the Front Desk Supervisor in identifying training opportunities and supporting succession planning initiatives within the department.

• Help coordinate shift activities to ensure appropriate coverage and efficient workflow.

• Resolve guest concerns, service recovery situations, and operational issues in a professional and timely manner.

• Monitor room inventory, room status discrepancies, and special guest requests to maximize guest satisfaction.

• Assist with cash handling procedures, balancing of shift transactions, and audit requirements.

• Ensure compliance with hotel policies, gaming regulations, company standards, and applicable laws.

• Maintain effective communication with Housekeeping, Maintenance, Security, Casino Operations, and other departments.

• Support VIP, group, and special event arrivals and departures.

• Assist in maintaining accurate records, reports, and documentation as required.

Perks Marketplace Responsibilities

• Maintain overall accountability for the daily operation, inventory management, and presentation of Perks Marketplace.

• Monitor inventory levels and ensure merchandise, food and beverage items, and guest essentials are appropriately stocked to meet business demands.

• Place orders for marketplace inventory in accordance with established purchasing procedures and budget guidelines.

• Receive, organize, and verify deliveries to ensure accuracy and proper inventory control.

• Conduct regular inventory counts and assist with inventory reconciliation, loss prevention, and variance investigations.

• Ensure all merchandise is properly displayed, rotated, priced, and presented in a clean, organized, and attractive manner.

• Maintain cleanliness and appearance standards throughout Perks Marketplace, including shelving, displays, coolers, storage areas, and point-of-sale stations.

• Monitor product expiration dates and remove outdated or damaged merchandise in accordance with company standards.

• Assist in identifying opportunities to improve product offerings, sales performance, and guest satisfaction within the marketplace.

• Ensure compliance with all company policies, health and safety standards, and applicable regulations related to food, beverage, and retail operations.

Qualifications

Education and Experience

• High school diploma or equivalent required.

• Associate's degree in Hospitality Management, Business Administration, or a related field preferred.

• Minimum of two years of hotel front desk experience required.

• Previous leadership, lead, or supervisory experience preferred.

• Experience in a casino hotel environment preferred.

• Experience with retail, inventory management, ordering, or merchandising preferred.

Knowledge, Skills, and Abilities

• Strong commitment to guest service excellence.

• Excellent communication and interpersonal skills.

• Ability to coach, mentor, and motivate team members.

• Strong problem-solving and conflict-resolution abilities.

• Ability to handle multiple priorities in a fast-paced environment.

• Proficiency with hotel property management systems, point-of-sale systems, and Microsoft Office applications.

• Strong organizational and attention-to-detail skills.

• Ability to maintain confidentiality and professionalism.

• Knowledge of hotel operations, guest service standards, inventory control, and cash-handling procedures.

• Ability to lead by example and foster a positive team culture.

Physical Requirements

• Ability to stand and walk for extended periods.

• Ability to lift and carry up to 25 pounds occasionally.

• Ability to stock shelves, move inventory, and perform light merchandising duties.

• Ability to work evenings, weekends, holidays, and varied shifts as business demands require.

Working Conditions

Work is performed in a hotel and casino environment with frequent interaction with guests, team members, and visitors. The position may be exposed to varying noise levels and requires flexibility to support operational needs. Responsibilities include work within both the Front Desk area and Perks Marketplace retail environment.

Leadership Expectations

• Demonstrate professionalism, integrity, accountability, and sound judgment.

• Foster a positive, inclusive, and guest-focused team culture.

• Support departmental goals, service initiatives, and operational objectives.

• Promote employee engagement through coaching, recognition, and constructive feedback.

• Act as a role model for company values, policies, and service standards.

• Exhibit a commitment to continuous learning and development in preparation for future supervisory opportunities.

Why Saratoga Casino Hotel?

• Competitive Medical, Dental, & Vision Insurance

• Vacation & Sick Time That Promote Work/Life Balance

• Company Paid Life Insurance

• 401(k) with 4% Match

• Free Employee Assistance Program

• Robust Employee Recognition Program

• $20.00 YMCA Memberships.

• Local and National Discount Programs Through EAP & View email address on click.appcast.io

• STASH Hotel Partner Program Offering $69 per Night Hotel Across North and South America.

• Unlimited growth potential

• Delicious FREE Meals in Our Team Dining Facility