Job Overview
Employment Type
Full-time
Compensation
Salary
Range $40,900.00 - $57,900.00
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Employee Discounts
Retirement Plan
Career development opportunities
Employee assistance program
Job Description
Boyd Gaming Corporation is a leading casino entertainment company operating in multiple gaming jurisdictions across the United States. Known for its commitment to excellence, Boyd Gaming has established itself as a premier player in the hospitality and gaming industry. The company continuously evolves to maintain its leadership position by implementing sound business philosophies and strategic planning that maximize value for shareholders, team members, and the communities it serves. Boyd Gaming is not only recognized for its successful past and present, but also for its forward-looking approach to innovation and service quality in a highly competitive market.
Working at Boyd Gaming means being part of a dynamic organization that values employee growth, community engagement, and operational excellence. The company fosters a work environment where professionalism, teamwork, and customer service excellence are paramount. Boyd Gaming offers a comprehensive range of opportunities in the hospitality sector, focusing on creating memorable experiences for guests while supporting the career advancement of its employees.
The role available is focused on supervising and overseeing various departments within the hotel front office at one of Boyd Gaming’s establishments. The position includes responsibility for Front Desk Clerks, Rooms Controllers, Concierge, Reservations, PBX, and Arcade operations. The person in this role will manage scheduling, payroll, variances, team member files, upsell programs, rate and inventory management, and foster strong guest and associate relationships. This leadership position requires a hands-on approach to ensure smooth daily operations and uphold the company’s service standards.
Key responsibilities involve processing reservations—including non-guaranteed, casino, and general bookings—to maximize hotel occupancy. The supervisor will attend daily meetings, provide shift briefings, manage financial procedures such as manager’s bank counting and bank-out processes, and ensure timely and accurate guest check-in and billing. Maintaining a professional and friendly office atmosphere sets the tone for all interactions. The role also demands strict adherence to policies, procedures, and standards, including IP (Internet Protocol) policy and hotel operational guidelines.
The ideal candidate will consistently demonstrate a proactive and positive attitude towards guests and team members, uphold high performance metrics such as a low call abandonment rate, and maintain comprehensive knowledge of hotel, player, and flight systems. Additionally, they will stay informed on airport policies and community and special events to provide exceptional guest service. Training, coaching, and empowering associates is a crucial part of this role to ensure policy compliance and service excellence.
Financial oversight is another significant facet, involving the review of office budgets, supplies, and financial statements, as well as contributing to budget reports and monitoring the air office’s progress against financial goals. The supervisor will work closely with other departments, including transportation, room service, special events, and the credit department, addressing guest needs and resolving complaints promptly.
This position also manages group data entries, handles invoices, check requests, and contracts, and occasionally assists with guest communications and monitoring hotel rates and inventory to maximize occupancy and casino player room availability. The supervisory role at Boyd Gaming demands a blend of operational expertise, customer service orientation, and strong leadership skills, ensuring a fun yet highly efficient and guest-focused work environment.
Boyd Gaming is committed to equal employment opportunities and embraces diversity in the workplace. They do not discriminate based on race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, disability, or any other protected class under federal, state, or local law. Joining Boyd Gaming means becoming part of a respected company that values its employees as much as its customers, offering a supportive and inclusive atmosphere where careers can flourish.
Working at Boyd Gaming means being part of a dynamic organization that values employee growth, community engagement, and operational excellence. The company fosters a work environment where professionalism, teamwork, and customer service excellence are paramount. Boyd Gaming offers a comprehensive range of opportunities in the hospitality sector, focusing on creating memorable experiences for guests while supporting the career advancement of its employees.
The role available is focused on supervising and overseeing various departments within the hotel front office at one of Boyd Gaming’s establishments. The position includes responsibility for Front Desk Clerks, Rooms Controllers, Concierge, Reservations, PBX, and Arcade operations. The person in this role will manage scheduling, payroll, variances, team member files, upsell programs, rate and inventory management, and foster strong guest and associate relationships. This leadership position requires a hands-on approach to ensure smooth daily operations and uphold the company’s service standards.
Key responsibilities involve processing reservations—including non-guaranteed, casino, and general bookings—to maximize hotel occupancy. The supervisor will attend daily meetings, provide shift briefings, manage financial procedures such as manager’s bank counting and bank-out processes, and ensure timely and accurate guest check-in and billing. Maintaining a professional and friendly office atmosphere sets the tone for all interactions. The role also demands strict adherence to policies, procedures, and standards, including IP (Internet Protocol) policy and hotel operational guidelines.
The ideal candidate will consistently demonstrate a proactive and positive attitude towards guests and team members, uphold high performance metrics such as a low call abandonment rate, and maintain comprehensive knowledge of hotel, player, and flight systems. Additionally, they will stay informed on airport policies and community and special events to provide exceptional guest service. Training, coaching, and empowering associates is a crucial part of this role to ensure policy compliance and service excellence.
Financial oversight is another significant facet, involving the review of office budgets, supplies, and financial statements, as well as contributing to budget reports and monitoring the air office’s progress against financial goals. The supervisor will work closely with other departments, including transportation, room service, special events, and the credit department, addressing guest needs and resolving complaints promptly.
This position also manages group data entries, handles invoices, check requests, and contracts, and occasionally assists with guest communications and monitoring hotel rates and inventory to maximize occupancy and casino player room availability. The supervisory role at Boyd Gaming demands a blend of operational expertise, customer service orientation, and strong leadership skills, ensuring a fun yet highly efficient and guest-focused work environment.
Boyd Gaming is committed to equal employment opportunities and embraces diversity in the workplace. They do not discriminate based on race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, disability, or any other protected class under federal, state, or local law. Joining Boyd Gaming means becoming part of a respected company that values its employees as much as its customers, offering a supportive and inclusive atmosphere where careers can flourish.
Job Requirements
- High school diploma or equivalent
- Two years related experience in hotel operations
- Strong organizational skills
- Ability to use computer and learn multiple computer programs
- Superior customer service skills
- Excellent written and oral communication skills
- Guest service experience
Job Qualifications
- High school diploma or equivalent
- Two years related experience in hotel operations required
- Strong organizational skills with the ability to use a computer and grasp numerous computer programs
- Must have superior customer service skills
- Excellent written and oral communication with the ability to effectively communicate and present departmental goals and results
- Guest service experience required
Job Duties
- Supervise front desk clerks, rooms controllers, concierge, reservations, PBX and arcade
- Handle scheduling, payroll, variances, team member files, upsell program, rate/inventory management and guest/associate relations
- Process non-guaranteed, casino and other general reservations to ensure hotel occupancy is maximized
- Attend meetings and give shift briefings daily
- Ensure manager's bank is counted and bank out procedures are followed
- Monitor reservations and ensure billing is set up correctly and guests are processed in a timely manner
- Ensure all associates are logged in answering the phone within 3 rings and abandonment rate is kept at 3% or lower
- Set the example and tone for the office with a friendly, courteous, and professional manner while utilizing IP direction skills
- Ensure staff keeps standards high and maintain IP policy and procedures
- Constant knowledge and use of the following systems: hotel, player system and flight system
- Constant knowledge of airport policies and procedures
- Constantly coach, train and counsel associates on policy and procedures and update associate files
- Create and ensure a fun-filled and exciting environment where the flawless delivery and execution of service excellence is paramount
- Demonstrate a positive and enthusiastic demeanor to guests
- Ensure staff adheres to all company policies and procedures
- Ensure Signature steps are being followed
- Maintain a good working relationship with the entire casino and hotel staff
- Maintain knowledge of hotel, community and special events to provide guests with superior service
- Oversee entire hotel front office (front desk clerks, concierge, rooms controller, PBX, reservations and arcade)
- Review office budget, supplies and financial statements
- Train and empower all staff to service guest problems/complaints and ensure they are resolved in a prompt, courteous and efficient manner
- Assist management to develop and maintain budget reports, evaluate monthly progress of the air office in relation to budgets and make changes as necessary
- Communicate needs of guests to front desk, transportation, room service, special events, hosts and credit department as needed
- Enroll group data into computer
- Handle invoices, check requests and contracts
- Assist in the assembly and distribution of envelopes for guests
- Monitor rates and inventory to ensure hotel is properly yielded to maximize occupancy, rate and ensure the casino has rooms for their players
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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