Front Desk Supervisor Lodging - Year Round

Job description

Year Round Welcome to Schweitzer—where passionate mountain recreation pros work hard and play harder. Known for our friendly, inclusive culture, we’re growing thoughtfully to enhance mountain access and village life. Join the Schweitzer difference and help shape our future. Perks include: • Free Alterra Mountain Resort pass • Employee housing • Discounted onsite childcare • Accrued paid sick leave • 401(k) match • Great discounts and access to pro deals • Depending on employment status you could qualify for full medical benefits, vacation time, and paid parental leave. Employment Status: Full Time Year Round Wage Range: $18.75 to 20.50/hour Minimum Age: 18 Background Check Required: No Driver Verification Required: No Position Summary : The Front Desk Supervisor serves as a leader and primary point of contact for guests, ensuring a welcoming, professional, and memorable guest experience. This position supports daily front desk operations while providing guidance, direction, and assistance to front desk team members. Responsibilities include greeting guests, handling inquiries and resolving complaints, promoting resort amenities through suggestive selling, and efficiently managing reservations, check-in, and check-out procedures. The supervisor is responsible for maintaining operational standards, supporting team performance, overseeing cash handling procedures, and ensuring compliance with established security protocols. Flexibility is required to work varied shifts, including mornings, evenings, weekends, and holidays. Essential Functions and Major Responsibilities : Greet and assist guests in person and over the phone, providing exceptional customer service. Operate the phone switchboard, transferring calls and responding to guest inquiries in a timely and professional manner. Utilize the computer reservation system to check guests in and out, manage reservations, and assist with guest requests. Accurately and efficiently collect payments for room rentals, resort services, and other purchases. Provide guests with directions, recommendations, and information regarding resort amenities and activities. Utilize operational systems, including SMS, Onity, and Lynx, to support daily front desk functions. Maintain guest security by properly controlling, issuing, and monitoring room keys. Verify cash banks, complete safe drops, prepare cash reports, and follow established credit card verification procedures. Assist with daily front desk operations, ensuring service standards and operational procedures are consistently followed. Provide guidance, support, and direction to front desk team members, helping maintain productivity and accountability. Assist with training and development of front desk employees, reinforcing established procedures and guest service expectations. Address guest concerns and service recovery situations professionally, escalating issues to management when necessary. Communicate important operational updates, guest concerns, and shift information to appropriate team members and management. Secondary Responsibilities : Assist guests with luggage and other accommodation needs as necessary. Assist with housekeeping room turnovers and general lodging operations when needed. Support other departments and resort operations as business needs require. Perform other duties as assigned. Specific Job Skills : License/Certifications - Drivers license required; needs to be insurable by Schweitzer Technical - Basic computer skills necessary. Will use systems such as SMS, Onity and Lynx. Also will utilize Microsoft Office programs such as Excel and Word. Physical Capabilities - Some lifting required ~25+lbs, standing for long periods of time (up to 10 hours) Additional - Strong communication, organizational, and problem-solving skills. Ability to maintain a calm, professional demeanor when addressing guest complaints or challenging situations. Must demonstrate sound judgment, attention to detail, and the ability to lead by example while supporting a positive team environment. Education/Related Experience : Minimum education required - High school diploma/GED preferred Minimum time in related position - Preferred one year in customer service position