Golden Entertainment, Inc.
Hotel Operations Supervisor – The Strat (Las Vegas, NV)
As the Hotel Operations Supervisor, you play a vital leadership role in ensuring the seamless operation of key guest service departments, including Front Desk, VIP Services, Rooms Control, Bell/Baggage, and Valet. You are responsible for supervising, coordinating, and directing daily activities across these areas, setting the tone for excellence in both guest experience and team performance. Your support of division leadership is essential to the strategic administration of each department, helping to drive guest satisfaction, operational efficiency, and team member engagement.
Essential Functions and Responsibilities
Assist in scheduling, training, supervising, and coaching department staff to promote strong performance, engagement, and service consistency
Monitor and support daily operations to ensure alignment with company standards, safety protocols, and guest satisfaction goals
Serve as a point of contact for resolving team member or guest concerns, escalating issues as needed to department leadership
Supervise the daily operations of Front Desk, VIP Services, Rooms Control, Bell/Baggage, and Valet to ensure efficiency, responsiveness, and guest satisfaction
Collaborate with leadership to plan for hotel promotions, special events, and sales group arrivals, ensuring maximum room utilization and rate optimization
Recommend changes in room rates based on demand, trends, and performance analysis
Monitor compliance with established departmental procedures to ensure operational efficiency and protection of company assets
Investigate discrepancies, shortages, or errors and take corrective actions as needed
Enforce credit and payment policies, including action on overdue accounts and coordination of collections where necessary
Support the accurate completion of administrative functions, such as attendance tracking, supply ordering, or reporting
Assist with payroll processes, scheduling adjustments, and labor compliance as directed by department management
Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards
Perform other duties as assigned
Qualifications
1 year of leadership or progressive responsibility in hospitality experience preferred
Previous experience in Front Desk or VIP Services strongly preferred
Ability to lead and guide team members in a fast-paced or customer-facing environment
Strong interpersonal and communication skills to support training, feedback, and conflict resolution
Strong communication skills for one-on-one and group settings
Ability to de-escalate situations and deliver high-level guest service under pressure
Demonstrated ability to prioritize tasks, manage time effectively, and follow through on responsibilities
Flexible and adaptable to changing operational needs and shift schedules
Committed to upholding a safe, respectful, and inclusive work environment
Basic understanding of department KPIs, labor management, or guest service standards
Ability to access and input information using a moderately complex computer system, including knowledge of LMS preferred
Skilled in Microsoft Office Suite, including Outlook, Excel, and Word; familiarity with collaboration tools like Microsoft Teams
Requirements
At least 21 years of age
High School Diploma or equivalent required; Associate or Bachelor’s degree in Hospitality or related field preferred
Ability to effectively communicate in English, both written and verbal
Obtain and maintain all work cards as required by the company
Verify right to work in the United States
Work Cards
Nevada Gaming Registration
Physical Requirements
Occasionally push, pull, lift and/or carry up to 25lbs. at floor, knee, waist, and chest levels
Occasionally squat, kneel, reach, bend, twist
Regularly sit and work at a desk or computer
Constantly standing and walking
Ability to communicate using in-person speech, radios, and telephone
Ability to hear, understand, and distinguish speech and/or other sound in person
Constant use of vision and hearing, ability to distinguish between shades of color
Ability to use tools or equipment requiring fine motor skills and a high degree of dexterity
Work Environment Potential Conditions
Indoor
Smoky
Noisy
Bright flashing lights
Hot & cold temperatures
Exposure to dust, fumes and/or gases
Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.
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Essential Functions and Responsibilities
Assist in scheduling, training, supervising, and coaching department staff to promote strong performance, engagement, and service consistency
Monitor and support daily operations to ensure alignment with company standards, safety protocols, and guest satisfaction goals
Serve as a point of contact for resolving team member or guest concerns, escalating issues as needed to department leadership
Supervise the daily operations of Front Desk, VIP Services, Rooms Control, Bell/Baggage, and Valet to ensure efficiency, responsiveness, and guest satisfaction
Collaborate with leadership to plan for hotel promotions, special events, and sales group arrivals, ensuring maximum room utilization and rate optimization
Recommend changes in room rates based on demand, trends, and performance analysis
Monitor compliance with established departmental procedures to ensure operational efficiency and protection of company assets
Investigate discrepancies, shortages, or errors and take corrective actions as needed
Enforce credit and payment policies, including action on overdue accounts and coordination of collections where necessary
Support the accurate completion of administrative functions, such as attendance tracking, supply ordering, or reporting
Assist with payroll processes, scheduling adjustments, and labor compliance as directed by department management
Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards
Perform other duties as assigned
Qualifications
1 year of leadership or progressive responsibility in hospitality experience preferred
Previous experience in Front Desk or VIP Services strongly preferred
Ability to lead and guide team members in a fast-paced or customer-facing environment
Strong interpersonal and communication skills to support training, feedback, and conflict resolution
Strong communication skills for one-on-one and group settings
Ability to de-escalate situations and deliver high-level guest service under pressure
Demonstrated ability to prioritize tasks, manage time effectively, and follow through on responsibilities
Flexible and adaptable to changing operational needs and shift schedules
Committed to upholding a safe, respectful, and inclusive work environment
Basic understanding of department KPIs, labor management, or guest service standards
Ability to access and input information using a moderately complex computer system, including knowledge of LMS preferred
Skilled in Microsoft Office Suite, including Outlook, Excel, and Word; familiarity with collaboration tools like Microsoft Teams
Requirements
At least 21 years of age
High School Diploma or equivalent required; Associate or Bachelor’s degree in Hospitality or related field preferred
Ability to effectively communicate in English, both written and verbal
Obtain and maintain all work cards as required by the company
Verify right to work in the United States
Work Cards
Nevada Gaming Registration
Physical Requirements
Occasionally push, pull, lift and/or carry up to 25lbs. at floor, knee, waist, and chest levels
Occasionally squat, kneel, reach, bend, twist
Regularly sit and work at a desk or computer
Constantly standing and walking
Ability to communicate using in-person speech, radios, and telephone
Ability to hear, understand, and distinguish speech and/or other sound in person
Constant use of vision and hearing, ability to distinguish between shades of color
Ability to use tools or equipment requiring fine motor skills and a high degree of dexterity
Work Environment Potential Conditions
Indoor
Smoky
Noisy
Bright flashing lights
Hot & cold temperatures
Exposure to dust, fumes and/or gases
Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.
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