Hotel Operations Supervisor (Horseshoe Bossier)

Shreveport, LA, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Rotating Shifts

Day Shifts

Weekend Shifts

Job Description

Caesars Entertainment is a globally recognized leader in the hospitality and entertainment industry, renowned for delivering exceptional experiences through its iconic casinos, hotels, and resorts. With a rich heritage and a commitment to innovation, Caesars creates spectacular worlds that immerse, inspire, and connect its guests. The company operates with a clear mission to "Create the Extraordinary," emphasizing excellence, immersive guest experiences, and a strong dedication to its core values: "Blaze the Trail, Together We Win, All-In on Service." Caesars Entertainment is deeply invested in corporate social responsibility through its People Planet Play framework, which focuses on enhancing economic development, improving the wellness of its team members and their families, and positively impacting the communities it serves. The company fosters a culture that prioritizes warmth, connection, and a family-style approach to service, ensuring that every guest and team member feels valued and respected.

The role offered is a supervisory position within the Front Desk and Valet/Bell teams, focused on maintaining Caesars' high standards of customer service and creating an outstanding guest experience. This position plays a pivotal role in leading and motivating staff to deliver exceptional service during all guest interactions, referred to as "Moments of Truth." The individual will be responsible for resolving guest complaints effectively, ensuring follow-up actions lead to satisfaction, and nurturing a positive, fun, and engaging workplace atmosphere for employees and guests alike. A key component of the role is fostering open communication and encouraging innovative ideas from employees to continuously enhance service quality. The supervisor will also manage daily operations, staff scheduling, and financial reporting related to hotel activities. This role requires not only administrative and operational oversight but also hands-on involvement in coaching, training, and performance management to boost employee retention and satisfaction. By embodying Caesars’ values and mission, the supervisor will contribute meaningfully to a culture of excellence and teamwork, making every guest experience memorable and supporting the overall success of the property. This position requires flexible availability to work any day or shift and demands a professional, well-groomed presence appropriate for a premium hotel environment.

Job Requirements

High school diploma and/or equivalency required
College degree preferred (Hotel or Business Management preferred)
Two years minimum front desk experience, preferably with supervisory experience
Ability to communicate orally and written in English
Superior customer service skills and experience in dealing with the public
Proficiency in Microsoft Office, Word, Outlook, Excel, and LMS/CMS system knowledge preferred
A working knowledge of the Shreveport/Bossier City area preferred
Ability to compile facts and figures
Excellent oral and written communication skills
Ability to develop and enforce standard operating procedures
Strong interpersonal skills are necessary
Must be able to get along well with co-workers and work as a team
Must be able to work any day of the week and any shift
Must be able to stand for long periods
Must be able to respond calmly in crisis and demanding situations
Must be able to bend, stoop, crouch, kneel, twist, balance, and work at a desk
Must be able to lift and carry up to 50 pounds
Must have the manual dexterity to type, grab, grip, pull, hold, tear, sort, reach, and file paperwork
Must be able to respond to visual and aural cues
Must be able to operate computer, 10 key adding machine, Saflok key machine, telephone, credit card machine, printer, facsimile, and photocopier
Must present a well groomed appearance
Must be able to move in and around the casino/hotel and front desk areas throughout the entire shift
Must be able to tolerate areas containing second hand smoke
Must be able to work closely with chemicals such as glass and hard surface cleaning solutions

Job Qualifications

High school diploma or equivalency
College degree preferred, especially in Hotel or Business Management
Minimum two years of front desk experience, preferably supervisory
Superior customer service skills and experience dealing with the public
Proficiency with Microsoft Office applications including Word, Outlook, Excel
Knowledge of LMS/CMS systems preferred
Familiarity with the Shreveport/Bossier City area preferred
Excellent oral and written communication skills
Ability to develop and enforce standard operating procedures
Strong interpersonal and team collaboration skills
Ability to handle multiple tasks in a fast-paced environment
Willingness to work any day of the week and any shift

Job Duties

Greet and welcome customers with a smile and take pride in being a team member
Serve as a hotel management representative and customer service role model for employees
Direct the day-to-day operation of the shift to ensure guest service meets company standards
Prepare reports detailing daily hotel activities and financial results
Schedule staff according to business demands and adjust as necessary
Recommend personnel changes including hiring, promotion, demotion, and release
Approve wage, salary adjustments, vacation requests, and leaves of absence
Provide coaching and document work-related activities positively and correctly
Conduct performance reviews and administer policies and procedures for the department
Handle guest complaints promptly, including incident reporting and service recovery
Provide training to maintain a positive and engaging work environment
Build relationships with guests and ensure clear communication of available services
Maintain knowledge of emergency and safety procedures
Ensure compliance with federal, state, and gaming laws
Manage employee complaints, grievances, and disciplinary actions
Monitor work performance and promote safety and security throughout the property
Conduct interviews, training, and selection of employees
Promote teamwork and adherence to company values and mission
Perform other managerial duties as assigned