Front Desk Supervisor

Holiday Inn Club Vacations • Scottsdale, AZ

5h

About The Position

The Front Desk Supervisor assists in leading the front desk team to create a warm, inviting, and memorable experience for owners and guests. The role participates in hiring, training, evaluating, and supervising personnel, and supports ongoing training, coaching, and counseling. The supervisor helps ensure employees meet service expectations through observation, communication, and recognition.

The position assists Front Desk management with business transactions, team development, departmental action plans, and management reporting. It also works with the Front Desk Manager to develop staff and certify new team members in required processes. The role requires orientation to Orange Lake’s computer system; proficiency may take 60–90 days depending on the candidate’s experience and skills.

Requirements

• High school diploma or relevant experience; college education is preferred.
• 1–2 years of experience in a Front Desk Supervisor role in a hotel or resort environment.
• Extensive experience working with a property management system.
• Proficiency with Microsoft Word and Excel.
• Excellent guest and employee relations skills.

Nice To Haves

• College education is preferred.
• Previous experience in a Front Office, Reservations, or Customer Service role at a timeshare resort is ideal; experience at a similarly sized hotel or resort may also be considered.
• Exceptional verbal and written communication skills.

Responsibilities

• Assist Front Desk management in ensuring front desk transactions, including check-ins and check-outs, are completed according to company standards.
• Help lead the front desk team in providing an exceptional and memorable vacation experience through coaching, ongoing training, and counseling.
• Assist the Front Desk Manager in creating and implementing action plans to improve departmental scores.
• Assist the Front Desk Manager in preparing specified weekly or monthly management reports.
• Complete other projects assigned by the General Manager or Front Desk Manager.
• Observe employees and provide direct, constructive feedback.
• Use problem-solving to achieve positive outcomes in difficult guest and employee situations.
• Communicate effectively within the Front Office and with partner departments, including Maintenance, Housekeeping, and Activities.
• Work with the Front Desk Manager to create and implement goals and plans to develop staff and exceed guest and owner expectations.
• Assist in training new team members and certifying them in processes.
• Participate in hiring, training, evaluation, and supervision of personnel.
• Maintain staff commitment to service expectations through observation, communication, and recognition.

Benefits

• Medical, dental, vision, and prescription coverage.
• Employee Assistance Program (EAP).
• 401(k) with company match.
• Paid time off (PTO).
• Discounted hospitality stays and access to the Company Perks website.
• Tuition assistance.
• Growth opportunities and stability.
• Excellent company culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED