Front Desk Supervisor - Cedar Creek Lodge

Xanterra Travel Collection•Columbia Falls, MT

5d•Onsite

About The Position

The Front Desk Supervisor oversees daily front-of-house operations at Cedar Creek Lodge, a year-round hotel in Columbia Falls, Montana. The supervisor oversees front desk and breakfast staff, supports guests throughout their stay, and ensures customer-service standards, hotel policies, and procedures are followed. The role is full-time and year-round, pays $20.35 per hour, and is scheduled primarily on 7 a.m.–3 p.m. and 3 p.m.–11 p.m. shifts, five days per week. Other shifts, including graveyard shifts, may need to be covered, potentially as overtime. The position requires varied shifts, weekends, and holidays. Employee housing is not available. The supervisor manages front desk activity, reservations, room availability, billing, payments, guest feedback, and complaints. They train and coach staff, monitor performance, maintain the front desk area, follow cash-handling and PCI compliance procedures, and coordinate with other departments and lodge leadership. The role also includes guest information and assistance, lost-and-found procedures, and coordination of the lodge's emergency fire evacuation and safety program.

Requirements

Previous experience in a supervisory role.
Previous experience in a customer service role.
Previous experience with hotel property management systems.
Working knowledge of hotel management systems.
Team-oriented and comfortable with public contact.
Excellent interpersonal and communication skills.
Proven leadership and organizational skills.
Ability to prioritize tasks and complete them efficiently.
Ability to interact with diverse people and help resolve issues.
Ability to work quickly and thoroughly under pressure.
Knowledge of common office machines, including computers, calculators, and copy/fax machines.
Neat and pleasant grooming habits.
Knowledge of Glacier National Park's history and points of interest.
Ability to speak, read, write, and understand English.
High school diploma or equivalent.
Ability to lift and carry up to 15 pounds.
Ability to stand for up to eight hours per shift.
Ability to bend, stretch, and reach throughout a shift of up to eight hours.
Ability to work with required chemicals.
Must be able to work varied shifts, weekends, and holidays.

Responsibilities

Supervise front desk and breakfast staff and ensure excellent customer service.
Respond to guest inquiries and requests in a timely, professional manner.
Monitor front desk operations, including check-ins, check-outs, and guest requests.
Manage reservations and room availability.
Ensure billing and payment processes are accurate.
Monitor and review guest feedback and resolve customer complaints.
Train and coach front desk staff; monitor staff performance and provide feedback.
Maintain a clean and organized front desk area.
Maintain knowledge of, and ensure staff compliance with, policies, procedures, and standards.
Follow and ensure compliance with cash-handling procedures; assist the Location Manager with safe-fund transfers.
Post charges to guest accounts for services and purchases.
Provide information about available services, points of interest, and entertainment attractions.
Help ensure proper procedures are followed for lost-and-found items.
Coordinate with fellow supervisors and the Location Manager on Cedar Creek Lodge's emergency fire evacuation and safety program.
Follow PCI compliance guidelines.
Communicate with other departments to coordinate hotel activities.
Complete other tasks and job duties assigned by the Location Manager.