Job Title: FRONT DESK SUPERVISOR

Department: Front Desk

Rate of Pay: $19.00/hour + upgrade commissions

Shift: Shifts vary depending on business needs

Variable days from Monday through Sunday

Full-Time, Year-Round Position

Weekends and Holidays Required

Summary The Front Desk Supervisor plays a pivotal role in upholding and exceeding Forbes' luxury hospitality standards, ensuring an exceptional guest experience at every touchpoint. This leadership position entails overseeing all aspects of daily front desk operations, managing guest services, and consistently delivering outstanding service.

As a key member of the leadership team, the Front Desk Supervisor collaborates closely with the Front Desk Manager and Guest Services Supervisor to maintain seamless operations and ensure the highest standards of hospitality. This includes supervising and mentoring the front desk team, addressing and coordinating special guest requests, and fostering a culture of continuous improvement in service excellence.

By embodying the core values of Sundance, the Front Desk Supervisor not only enhances operational efficiency but also plays a critical role in creating memorable experiences that align with the brand's commitment to luxury and guest satisfaction.

Essential Duties and Responsibilities

• Front Desk Operations:
  • Maintain and oversee front desk operations in alignment with Forbes service standards.
  • Ensure all team members consistently deliver exceptional guest service focused on hospitality, attention to detail, and proactive assistance.
  • Supervise front desk staff and provide training on general operations and Forbes luxury service standards.
• Inventory and Collaboration:
  • Manage front desk inventory, including guest amenities and printed materials, ensuring adequate stock.
  • Coordinate with other departments to ensure seamless service delivery.
  • Oversee guest arrivals and departures and address guest needs promptly and effectively.
  • Maintain awareness of resort amenities and services to ensure the front desk team provides accurate information to guests.
• Guest Amenity Program:
  • Collaborate with the Concierge team to develop and maintain the Guest Amenity Program.
  • Create unique and personalized experiences for guests.
• Staffing and Scheduling:
  • Assist in scheduling and staffing for the front desk team, ensuring adequate coverage, especially during high-demand periods.
• Leadership and Support:
  • Support the Front Desk Manager and Guest Services Supervisor with daily operations.
  • Address guest recovery issues as needed.
  • Ensure the front desk area is clean and well-presented, contributing to an excellent guest experience.

SUPERVISORY RESPONSIBILITIES

• Supervise front office employees directly.
• Adhere to the organization's policies and applicable laws while supervising.
• Assist in the following employee processes:
  • Interviewing
  • Hiring
  • Training
• Plan, assign, and direct work.
• Appraise and reward employee performance.
• Address complaints and resolve problems.
• Complete and submit all applicable paperwork to HR in a timely manner.

QUALIFICATIONS

• General Requirements:
  • Ability to perform all essential duties satisfactorily.
  • Reasonable accommodations provided for individuals with disabilities.
• Education and Experience:
  • One-year certificate from a college or technical school, or
  • Two or more years of related experience and/or training, or
  • Equivalent combination of education and experience.
• Licenses and Certifications:
  • Valid U.S. driver's license in good standing (per Sundance's insurance guidelines).
  • TIPS (Training for Intervention Procedures) certification for onsite alcohol service (employee responsibility to complete and pay as required by state law).
• Physical Requirements:
  • Regularly required to stand, walk, and communicate.
  • Frequent use of hands for handling, feeling, and similar tasks.
  • Occasional sitting, reaching, and climbing or balancing.
  • Ability to lift/move:
    • Regularly up to 50 pounds.
    • Frequently up to 10 pounds.
  • Specific vision abilities: close vision and distance vision.
• Age Requirement:
  • Must be 21 years of age or older.

WORK ENVIRONMENT

While performing the duties of this job, the employee is frequently exposed to outside weather conditions. The noise level in the work environment is usually moderate.

BENEFITS:

• Benefits package that includes: subsidized medical, dental, vision, 401k & paid time off policy.
• Employee discounts on dining and resort amenities
• Season Pass

DISCLAIMER

This is a general description of this job. All employees of Sundance Mountain Resort will be required to perform any task that is asked of him/her within legal and ethical parameters and company policy.