LODGE SUPERVISOR/EXPERT
About The Position
The Lodge Supervisor/Expert oversees daily operations at a state-operated lodge, ensuring high-quality guest experiences and efficient hospitality services. The position oversees front desk operations, housekeeping, and guest services; assists with reservations, event coordination, and lodge maintenance; and works with the Lodge Manager to implement policies, improve guest satisfaction, and support revenue goals. At DeGray Lake Resort State Park, the role includes front desk operations for a 90-room lodge, supervision of a front-line customer service team, and management of gift shop retail sales. The incumbent may serve as Manager on Duty when assigned. The front desk operates 24 hours a day without scheduled closures, and the position requires availability for a varied schedule, including evenings, weekends, holidays, and overnight shifts. Supervisory duties depend on the hiring agency’s operational needs; in a non-supervisory assignment, the position serves as a senior technical expert.
Requirements
- At least one year of experience in hospitality, hotel or lodge operations, customer service, or a related field.
- Strong supervisory and leadership abilities.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution skills.
- Ability to remain calm and professional in high-pressure situations.
- High attention to detail when managing reservations, reports, and financial transactions.
- Strong time-management and multitasking skills.
- Understanding of hospitality operations, housekeeping procedures, and front desk functions.
- Ability to monitor and assist with budgeting, cost control, and revenue tracking.
- Knowledge of state procurement, safety, and compliance regulations.
- Excellent communication skills and a high level of credibility and integrity.
- Availability for a varied schedule, including evenings, weekends, holidays, and overnight shifts.
Nice To Haves
- Supervisory experience in the hospitality industry.
- Experience operating reservation software systems.
- Experience answering multiple phone lines.
Responsibilities
- Resolve guest concerns and complaints promptly and effectively.
- Maintain high standards of customer service and lodge cleanliness.
- Monitor guest feedback and implement service improvements as needed.
- Oversee front desk, housekeeping, and guest service staff to ensure smooth operations.
- Assist with scheduling, training, and evaluating lodge employees.
- Monitor room availability, reservations, and check-in/check-out procedures.
- Ensure compliance with state policies, safety regulations, and lodge procedures.
- Coordinate with maintenance staff to ensure facility upkeep and safety.
- Oversee inventory management for housekeeping supplies, guest amenities, and lodge provisions.
- Inspect rooms, common areas, and amenities to maintain cleanliness and quality standards.
- Assist with budget tracking, expense reporting, and revenue monitoring.
- Process guest payments, refunds, and billing inquiries accurately.
- Generate reports on occupancy rates, guest feedback, and operational efficiency.
- Assist with planning and executing group bookings, special events, and conferences.
- Develop relationships with tourism organizations and local businesses to boost bookings.
- Supervise staff, including interviewing, recommending staff for hiring or termination, assigning and reviewing work, counseling, and evaluating performance.
- Act as Manager on Duty on assigned shifts.
- Oversee front desk operations for the lodge and manage retail sales for the gift shop.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
