Lead Hotel Front Desk Agent

Caesars Entertainment•Westlake, LA

About The Position

The Lead Front Desk Agent is responsible for overseeing the daily operations of the front desk and providing guidance and support to Front Desk Clerks. This position ensures all front desk procedures are executed accurately and efficiently while maintaining exceptional guest service. In addition to supervisory duties, the Lead Front Desk Agent performs all functions of a Front Desk Clerk and works closely with hotel and casino departments to support smooth and coordinated operations.

Requirements

High school diploma or equivalent required.
Minimum of two years of experience in hotel reservations or front desk operations.
Strong verbal and written communication skills.
Ability to consistently demonstrate excellent customer service.

Responsibilities

Supervise and support Front Desk Clerks during daily operations.
Run all front office reports accurately and on schedule.
Ensure all special guest requests are addressed in advance to promote positive guest experiences.
Answer incoming calls at the control desk and process information from various hotel and casino departments.
Process express check-outs and ensure guests receive accurate billing statements.
Oversee and participate in the completion of daily over/credit reports; identify all discrepancies and notify the Front Desk Manager for timely resolution before system downtime.
Assist the manager in preparing the housekeeping/front desk discrepancy report to correct occupancy status issues and ensure all vacant rooms are ready for resale.
Support management in handling “walked guests,” ensuring they receive professional service and that all required documentation is completed.
Assist with guest check‑ins and check‑outs as needed.
Demonstrate and deliver Family Style Service at all times.
Perform additional duties as assigned by management.