Lead Agent Guest Relations

Position: Lead Agent Guest Relations - Full Time
** Essential Functions & Responsibilities:
** Coordinate with the Concierge team to support guest interactions and enhance the overall experience.

Identify service gaps and suggest improvements to elevate the guest experience and team performance.

Other duties as assigned.  
** Required Qualifications
** Minimum 3-5 years’ experience at the Front Desk with demonstrated ability to oversee the function.

Demonstrated ability to work across multiple areas (e.g., Front Desk, VIP Lounge, Palms Place) with consistency and professionalism.

Advanced knowledge of property management systems (LMS preferred), reservation tools, rack balancing, and guest comp processing Demonstrated leadership skills with experience mentoring staff, writing and implementing SOPs, and ensuring procedural compliance

Proven ability to run house count reports, VIP lists, and pre-registration audits to support occupancy planning and premium guest services Excellent verbal and written communication skills; able to document shift notes, escalate issues, and train team members clearly Ability to collaborate across departments (Housekeeping, Concierge, Maintenance, Security) to coordinate room readiness and service delivery

Commitment to uphold uniform policies, grooming standards, and ensure staff compliance with dress code and name tag requirements Ability to distinguish letters, numbers, and symbols. At Palms Casino Resort and Palms Place, we believe our Team Members are the heart of our success. Every role plays a role in creating unforgettable experiences for our guests. We provide competitive pay, benefits, and programs that help you learn and grow.

Guided by our values:
Integrity, Humility, Unity, Respect, and Excellence, we are committed to a workplace where your well-being and career development come first.

Join our team and be part of something special!
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