Front Desk Supervisor

Responsibilities

• Lead Front Office operations by example, maintaining a high standard of service across the team.
• Supervise front desk staff, assist guest services, and manage daily operations while encouraging teamwork and adherence to procedures.
• Help guests discover their Wanderlust by delivering outstanding service, engaging with guests, and addressing needs authentically.
• Address guest concerns proactively to ensure satisfaction and create memorable moments.
• Oversee the daily shift, ensuring all team members follow standard operating procedures.
• Pre‑assign rooms, ensuring VIPs, repeat guests, packages, and special requests are properly handled.
• Manage the house bank and perform transactions such as cashing checks, safe deposits, and refunds.
• Convey critical information to the Manager on Duty to keep tasks running smoothly.
• Coach and mentor front desk staff, resolve issues, and provide constructive feedback.
• Lead training and development for new Front Desk Agents to maintain exceptional service levels.
• Train WARM students and guide them through front desk responsibilities to build essential hospitality skills.
• Support ongoing development of all front desk staff with hands‑on training, coaching, and regular feedback.
• Collaborate with Maintenance and Housekeeping to ensure seamless daily operations.
• Promote and sell special hotel programs to drive revenue and enhance guest experiences.
• Know and implement emergency procedures and policies as needed.
• Support other departments and assist managers with hotel tasks and projects.
• Work flexible hours, including mandatory weekend shifts, to ensure proper staffing.

Requirements

• High school diploma or equivalent.
• 1 to 2 years of experience in a Front Desk or similar customer‑facing role.
• Strong leadership and interpersonal skills with the ability to motivate and coach a team.
• Experience training, mentoring, and supporting new employees, including students.
• Excellent communication skills for professional interaction with guests and team members.
• Ability to multi‑task and thrive in a fast paced environment.
• Knowledge of hotel systems and the ability to quickly learn new software programs.

What you will have an opportunity to do

• Oversee Front Office operations, modeling a high standard for service and efficiency.
• Supervise staff, assist guest services, and manage day‑to‑day operations while fostering teamwork and SOP adherence.

About Our Property

Join a career rooted in Utahs natural beauty at Black Rock Mountain Resort in Heber City, offering a balanced environment that blends work with the surrounding mountains. The property emphasizes professional excellence, modern amenities, and a supportive community, creating opportunities to deliver outstanding guest experiences while supporting your well‑being and growth.

Physical Requirements

• Ability to sit or stand for extended periods and lift up to 30 lbs.
• Comfort using standard office equipment such as computers and telephones.

Compensation

• Hourly rate: $23.00 – $25.00.

What Are We Looking For

• High school diploma or equivalent.
• 1–2 years of experience in a Front Desk or similar customer‑facing role.
• Strong leadership and interpersonal skills with the ability to motivate and coach a team.
• Experience training, mentoring, and supporting new employees, including students.
• Excellent communication skills for professional interaction with guests and team members.
• Ability to multi‑task and handle a fast paced environment.
• Knowledge of hotel systems and the ability to quickly learn new software programs.