Front Desk Supervisor - FT bei Bear Creek Mountain Resort

WHAT WE ARE LOOKING FOR:

The ideal Front Desk Supervisor is a guest service focused individual with the ability to help create a positive, memorable experience for our guests. As the Front Desk team is most often the first team a guest speaks to, it is important for the Supervisor to ensure that the guest experience meets our standards for each guest. The Front Desk Supervisor must be able to work with their team as well as individually, have good communication skills, be detail oriented and foster the Bear Creek culture by focusing on our guests. This position will be an important member of the Front Desk team, leading the team to provide correct resort information and assistance to guests, ensure reservations are complete and correct and contribute positively to the guest experience.

WHAT WE EXPECT FROM YOU:

• Perform duties of a Front Desk Team Member including check-in/out, guest requests, and handling cash and credit transactions

• Lead and support Front Desk operations in collaboration with the Front Office Manager
• Ensure accuracy in room assignments, billing, and guest profiles
• Resolve guest concerns promptly and professionally, escalating when appropriate
• Support and train new team members on procedures, guest service standards, and systems
• Monitor lobby and front desk areas for cleanliness, functionality, and guest readiness
• Maintain strong communication with all departments to support guest needs
• Provide shift coverage and scheduling assistance as needed
• Ensure front desk supplies, tools, and systems are well-maintained and available
• Monitor team performance and assist in coaching, recognition, and development
• Assist with administrative tasks such as payroll, audits, reports, and night audit review
• Support guest recovery efforts by investigating and resolving guest service failures
• Act as a role model in professionalism, punctuality, communication, and guest service
• Perform other duties as assigned by the Front Office Manager, Hotel Director, or Resort General Manager

WHAT WE EXPECT FROM ALL BCMR TEAM MEMBERS:

• Acknowledge all guests and respond promptly to their needs, however busy and whatever time of day. Ensure unresolved incidents are reported to Manager/Supervisor
• Familiarity with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
• Contribute to the team's success by accomplishing tasks and assisting with projects as needed
• Maintain knowledge and compliance with departmental policies, service procedures, and standards
• Work as a team member to ensure our guests have the best possible experience
• Understand emergency procedures and be able to apply them when necessary
• Report any incidents, property damage or injuries immediately to Manager/Supervisor
• Attend department meetings and training sessions as necessary
• Other duties as assigned by Manager and/or Supervisor
• Support Southern Management's Mission, Vision, and Values
• Comply with Bear Creek and Southern Management's policies and procedures