Front Desk Supervisor (FT)

Grand Traverse Resort and Spa•Acme, MI

11d•Onsite

About The Position

The Front Desk Supervisor will be responsible for training staff on front desk etiquette and procedures, checking guests in and out of hotel rooms, acting as a resort ambassador, and maintaining guest service standards and operational procedures. This role involves managing training programs, motivating staff, maintaining room inventory integrity, and handling guest concerns. The supervisor will also manage cash and safety procedures, organize departmental materials, and oversee the housekeeping needs of the front and back office. Additionally, this position will perform management responsibilities in the absence of the Guest Services Manager or Assistant Front Desk Manager and may act as Manager on Duty.

Requirements

Prior experience in front desk operations or customer service is preferred.
Prior experience in a leadership role is preferred.
Excellent guest service skills with a high energy level.
Good oral and written communication skills.
Detail-oriented.
Ability to type and input data into a computer database.
Moderately familiar with Microsoft office software (Word, Excel, etc.).
Ability to stand for long periods of time.
Ability to lift up to 25lbs.
Ability to work unsupervised for long periods of time.
Ability to handle multiple tasks simultaneously.
Ability to work well under pressure.
Must be able to pass a background investigation and drug screen.

Nice To Haves

Experience with LMS is a plus.

Responsibilities

Organize and implement training and cross-training programs for staff.
Maintain and update training and trainers manuals.
Motivate and coach staff to maintain and exceed expected performance levels.
Maintain the integrity of room inventory on a daily basis by reviewing and reacting to daily reports.
Maintain accurate statistics for the front office, including house counts and timekeeping reports.
Participate in maintaining operations within budget guidelines.
Enhance guest satisfaction by responding to and recovering from guest concerns.
Manage all procedures for cash control.
Manage all safety and emergency procedures for the Front Desk.
Organize departmental materials and maintain par stocks.
Maintain the housekeeping needs of the front and back office.
Perform management responsibilities in the absence of the Guest Services Manager or Assistant Front Desk Manager.
Check in and out guests when necessary.
Act as Manager on Duty when Manager or Assistant Managers are not present.
Understand and abide by environmental practices of the resort.
Other duties as assigned.