Front Desk Supervisor
About The Position
As a Front Desk Supervisor, you are responsible for ensuring we provide the highest level of guest service and that our standards are met and always maintained. As the Front Desk Supervisor, you will provide: Deliver warm, professional, and personalized service to all guests throughout the check-in and check-out process. Greet guests, process registrations, assign rooms, issue keys, and accurately enter guest information into the property management system. Collect security deposits, explain room charges, and process payments including cash, check, and credit cards. Manage incoming phone calls, transfer calls appropriately, and provide information regarding resort services, registration, and local attractions. Monitor room availability and occupancy to support efficient room assignments and guest satisfaction. Post room charges, upgrades, pet fees, cleaning fees, and other miscellaneous charges to guest folios accurately. Compute bills, process payments and credits, provide change, and maintain accurate cash-handling procedures. Balance cash, credit card, and posting reports at the end of each shift and complete required cash deposits. Actively listen to guest concerns and resolve issues promptly to ensure a positive guest experience. Coordinate with housekeeping regarding VIP arrivals and special guest needs. Provide on-shift leadership and direction to Front Desk Agents, Night Auditors, and Guest Services team members. Assist with scheduling and daily shift execution to ensure seamless front office operations. Serve as Manager on Duty in the absence of the Front Office Manager or General Manager. Support training and onboarding of new Front Desk team members while reinforcing service standards and procedures. Address guest concerns, operational issues, and team member questions, escalating as appropriate. Carry out supervisory responsibilities in accordance with company policies and applicable laws, including planning, assigning, and directing work; assisting in appraising performance; and supporting corrective action when needed. To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares our commitment.
Requirements
- Must be able to lift up to 15 lbs.
- Must be able to stand for long periods of time.
- High school diploma or general education degree (GED); or one to three months of related experience and/or training; or an equivalent combination of education and experience.
- Strong written and verbal communication skills, with the ability to interact with all levels of team members and guests in an attentive and service-oriented manner.
- Excellent customer service skills.
- Westgate Resorts is a smoke- and tobacco-free workplace. Except where prohibited by law, applicants who smoke or use tobacco products will not be considered for positions at Westgate.
- Required to pass a background check, drug test, and verify eligibility to work in the United States.
Responsibilities
- Deliver warm, professional, and personalized service to all guests throughout the check-in and check-out process.
- Greet guests, process registrations, assign rooms, issue keys, and accurately enter guest information into the property management system.
- Collect security deposits, explain room charges, and process payments including cash, check, and credit cards.
- Manage incoming phone calls, transfer calls appropriately, and provide information regarding resort services, registration, and local attractions.
- Monitor room availability and occupancy to support efficient room assignments and guest satisfaction.
- Post room charges, upgrades, pet fees, cleaning fees, and other miscellaneous charges to guest folios accurately.
- Compute bills, process payments and credits, provide change, and maintain accurate cash-handling procedures.
- Balance cash, credit card, and posting reports at the end of each shift and complete required cash deposits.
- Actively listen to guest concerns and resolve issues promptly to ensure a positive guest experience.
- Coordinate with housekeeping regarding VIP arrivals and special guest needs.
- Provide on-shift leadership and direction to Front Desk Agents, Night Auditors, and Guest Services team members.
- Assist with scheduling and daily shift execution to ensure seamless front office operations.
- Serve as Manager on Duty in the absence of the Front Office Manager or General Manager.
- Support training and onboarding of new Front Desk team members while reinforcing service standards and procedures.
- Address guest concerns, operational issues, and team member questions, escalating as appropriate.
- Carry out supervisory responsibilities in accordance with company policies and applicable laws, including planning, assigning, and directing work; assisting in appraising performance; and supporting corrective action when needed.
Benefits
- Comprehensive health benefits – medical, dental and vision
- Paid Time Off (PTO) – vacation, sick, and personal
- Paid Holidays
- 401K with generous company match
- Get access to your pay as you need it with our Daily Pay benefit
- Family benefits including pregnancy, and parental leave and adoption assistance
- Wellness Programs
- Flexible Spending Accounts
- Tuition Assistance
- Military Leave
- Employee Assistance Program (EAP)
- Life, Disability, Accident, Critical Illness & Hospital Insurance
- Pet Insurance
- Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
- Advancement & development opportunities
- Community Involvement Programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
