Front Desk Supervisor
About The Position
The Front Desk Supervisor supervises Front Desk, Night Auditors, and Guest Services Agents at Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee. The role directs and schedules Front Office team members, serves as Manager on Duty when the Director and Front Office Manager are absent, and oversees a wide range of guest check-in, check-out, reservation, payment, phone, and service activities. The supervisor also coordinates with housekeeping for VIP arrivals and trains new Front Desk personnel. The role calls for a service-oriented professional who demonstrates integrity, passion, and a strong work ethic. The supervisor must communicate effectively with guests, handle multiple operational tasks accurately, and resolve guest concerns with a positive, professional demeanor. The position requires flexibility to work varied shifts, including evenings, weekends, and holidays, and candidates must pass a background screen and drug test and prove eligibility to work in the United States.
Requirements
- Prior customer service or hospitality experience.
- Strong communication skills across phone, email, and in-person interactions.
- Ability to multitask and manage guest inquiries, reservations, and cashiering duties accurately and efficiently.
- Confident problem-solving skills and a positive, professional demeanor in guest interactions.
- Team-oriented mindset and flexibility to work varied shifts, including evenings, weekends, and holidays.
- Must pass a background screen and drug test.
- Must prove eligibility to work in the United States.
Responsibilities
- Supervise Front Desk, Night Auditors, and Guest Services Agents.
- Schedule and direct Front Office team members as needed.
- Serve as Manager on Duty when the Director and Front Office Manager are absent.
- Greet and register guests, assign rooms, and enter guest information into the property management system.
- Collect and post security deposits at guest check-in.
- Explain room charges and accept cash, check, or credit card payments.
- Issue room keys and check guests out of the property management and phone systems.
- Answer front desk and operator calls and transfer calls as needed.
- Turn guest phone service on or restrict it as needed.
- Respond to inquiries about hotel services, guest registration, shopping, dining, entertainment, shuttle service, and travel directions.
- Monitor room occupancy and availability.
- Compute bills, collect payments, and make change for guests.
- Handle and count cash and process credit card payments and credits.
- Make and confirm reservations.
- Listen to guests and find solutions to their problems.
- Balance cash, credit card, and other postings to the daily report at the end of the shift.
- Make cash deposits in the safe.
- Coordinate with housekeeping when VIP guests arrive.
- Train new Front Desk personnel.
Benefits
- Medical, dental, and vision coverage.
- Paid vacation, sick, and personal time.
- Paid holidays.
- 401(k) with company match.
- Daily Pay access.
- Pregnancy, parental leave, and adoption assistance.
- Wellness programs.
- Flexible Spending Accounts (FSA).
- Tuition assistance.
- Military leave.
- Employee Assistance Program (EAP).
- Life, disability, accident, critical illness, and hospital insurance.
- Pet insurance.
- Discounts on hotels, cruises, resorts, restaurants, entertainment, and more.
- Low-cost gym membership.
- David A. Siegel Legacy Scholarship: one scholarship of up to $40,000 each year for an eligible dependent of a current team member.
- Career growth and advancement opportunities.
- Community involvement opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
