Front Desk Supervisor - Full Time

Pyramid Global Hospitality•Lake Arrowhead, CA

2d•Onsite

About The Position

The Front Desk Supervisor is a key leader within the Front Office team, responsible for supervising daily operations and delivering exceptional guest experiences from arrival through departure. This role ensures a seamless, personalized, and memorable stay for every guest while supporting team performance, operational efficiency, and service excellence. The Front Desk Supervisor serves as a visible leader on the floor, embodies Lake Arrowhead Resort & Spa’s guest-first culture, and leads in alignment with Pyramid Global Hospitality’s values of People First, Integrity, and Excellence. Lake Arrowhead Resort & Spa is a premier Southern California mountain destination where every guest interaction shapes a lasting memory. As part of Pyramid Global Hospitality, we are committed to a people-first culture, delivering exceptional hospitality experiences through teamwork, respect, and service excellence. At our core, “Guests Are Our Purpose.” Every moment—from first impression to departure—is an opportunity to create genuine, memorable connections that drive loyalty and advocacy.

Requirements

2+ years of Front Desk or Guest Services experience in a hotel or resort environment required
Previous supervisory or lead experience preferred
Strong guest service, communication, and problem-solving skills
Ability to manage multiple priorities in a fast-paced environment
Experience with property management systems (Opera preferred)
Flexible schedule, including evenings, weekends, and holidays
Ability to stand for extended periods
Frequent interaction with guests and team members
Ability to lift up to 25 lbs as needed
Work performed in a fast-paced hotel environment

Responsibilities

Champion a culture of warm, genuine, and personalized guest service aligned with Lake Arrowhead Resort & Spa standards
Lead by example at the front desk, creating strong first impressions and memorable guest interactions
Anticipate guest needs and deliver “plus one” service moments that exceed expectations
Resolve guest concerns quickly and professionally, ensuring service recovery that builds guest loyalty
Monitor guest feedback and escalate opportunities for service improvement
Supervise daily Front Desk operations including check-in/check-out, room assignments, and guest communications
Maintain efficient flow of arrivals and departures, minimizing wait times and improving guest satisfaction
Ensure compliance with Front Office policies, procedures, and brand standards
Perform Front Desk duties as needed, including cash handling and PMS transactions
Partner closely with Housekeeping to manage room readiness, priorities, and inventory
Monitor arrivals, departures, VIPs, and special requests to optimize room availability and guest satisfaction
Communicate real-time updates on room status and operational priorities across departments
Support group arrivals and ensure readiness for high-volume or VIP business
Supervise, coach, and support Front Desk associates during assigned shifts
Reinforce service standards, accountability, and performance expectations
Assist in onboarding and training new employees
Foster a positive, respectful, and team-oriented work environment
Support leadership in managing payroll, scheduling, and labor productivity
Promote upselling opportunities and revenue-driving initiatives at the Front Desk
Ensure accuracy in cash handling, billing, and daily transactions
Follow internal controls and operational procedures to protect company assets
Ensure compliance with all federal, state (California), and local labor laws
Maintain standards for safety, security, and guest privacy
Follow emergency procedures and support resort safety initiatives
Model and reinforce PGH values in all interactions: People First, Integrity, and Excellence