Front Desk Supervisor

Westgate Resorts•Gatlinburg, TN

26d•Onsite

About The Position

The Front Desk Supervisor oversees Front Desk, Night Auditors, and Guest Services Agents at Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee. The role supports the resort’s service philosophy and standards by providing guest service, coordinating front-office operations, and helping create a positive guest experience. The supervisor may serve as Manager on Duty when the Director and Front Office Manager are absent and helps train new Front Desk personnel.

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 and prove eligibility to work in the United States.

Responsibilities

Schedule and direct Front Office team members as needed.
Serve as Manager on Duty in the absence of the Director and Front Office Manager.
Greet, register, and assign rooms to guests and enter information into the property management system.
Collect and post security deposits at guest check-in.
Explain room charges and accept payment by cash, check, or credit card.
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 phones on or restrict them as needed.
Answer inquiries about hotel services, guest registration, shopping, dining, entertainment, shuttle services, 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 guest concerns and find solutions to 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.
Tuition assistance.
Military leave.
Employee Assistance Program.
Life, disability, accident, critical illness, and hospital insurance.
Pet insurance.
Exclusive discounts on hotels, cruises, resorts, restaurants, entertainment, and more through the Loyalty Program.
Low-cost gym membership.
Annual David A. Siegel Legacy Scholarship of up to $40,000 for one eligible dependent of a current team member.
Career growth and advancement opportunities.
Community involvement opportunities.