Front Office Supervisor
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Job Description
Massanutten Resort
Job Summary
The Front Office Supervisor serves as a strategic liaison between management and staff to lead, coach, and support the Front Desk & Concierge teams. The Supervisor directs daily operations, professionally develops associates, oversees performance analysis, and supports company initiatives. As a team leader, the Supervisor leverages interdepartmental communication and training to cultivate a team-oriented, service-focused work culture. Additionally, the Supervisor demonstrates the highest level of service and the ability to effectively resolve guest concerns. Ideal candidates must possess a friendly disposition with a desire to lead and serve others.
Previous experience in customer service
General computer skills
Valid driver’s license and approved DMV record
High school diploma or equivalent
Must be at least 18 years old
Preferred
Prior supervisory experience
Prior experience with hotel CRM, PMS, and POS software
Typical Schedule
Days:
Varies, including weekends
Hours:
Varies, including evenings
Core Responsibilities
- Direct and support daily Front Desk & Concierge operations
- Monitor staff to ensure effective task completion
- Oversee complaint resolution efforts
- Reconcile daily cash deposits
- Oversee frontline employee performance analysis
- Serve as liaison between management and front line employees
- Assist in training and development of front line associates
- Other duties as assigned by management
Focus
Tasks and Duties
- Assign duties and monitor guest-facing staff to ensure guest services standards are upheld
- Execute daily assignments effectively and assign duties to team members
- Serve as an immediate escalation point for advanced customer service issues
Communication and Team Involvement
- Circulate information and directives to staff pertaining department/company
- Provide effective communication between guest-facing staff and supervisory/management staff
- Provide feedback and suggestions to lead supervisors and managers
Decision-Making and Initiative
- Prioritize daily staff tasks with departmental objectives in mind
- Ascertain customer issues that require lead supervisor/management response
Professional Development and Mentoring
- Provide on-the-job training to guest-facing staff
- Monitor staff development and provide additional training as needed
For more information, contact Gabriel Diaz at 540-289-3143.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.