Front Desk Supervisor

POSITION SUMMARY:

The Front Desk Supervisor is responsible for overseeing daily front desk operations to ensure efficient

workflow and the delivery of exceptional guest service. This position provides leadership, guidance, and

support to front desk staff while actively participating in guest service functions, including registration,

checkout, reservations, and issue resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following duties are representative but not all-inclusive:

• Supervise and coordinate daily front desk operations, ensuring compliance with established policies and procedures.
• Provide leadership and direction to Front Desk Agents, including training, coaching, and performance support.
• Deliver and model exceptional guest service standards at all times.
• Assist guests with check-in, check-out, reservations, and general inquiries as needed.
• Resolve guest concerns and complaints in a timely, professional manner; escalate issues when appropriate.
• Ensure accuracy in guest accounts, billing, and financial transactions, including cash handling and credit card processing.
• Maintain working knowledge of reservation systems, including individual bookings, group reservations, and third-party channels (OTAs/IRMs).
• Monitor and ensure completion of daily shift tasks, checklists, and opening/closing procedures.
• Assist in scheduling staff, managing shift coverage, and adjusting staffing levels based on occupancy and operational needs.
• Communicate effectively with other departments to support overall property operations and guest satisfaction.
• Maintain up-to-date knowledge of property amenities, services, local attractions, and events.
• Support management in performance evaluations, disciplinary actions, and team development initiatives.
• Ensure compliance with company policies, safety standards, and applicable regulations.
• Perform all Front Desk Agent duties as required.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Supervises Front Desk Agents, including assigning work, monitoring performance, providing feedback, and

supporting employee development in accordance with company policies.

QUALIFICATIONS:

Education:

High school diploma or equivalent required; additional hospitality or business education preferred

Experience:

Minimum one (1) year of front desk or guest service experience required; prior supervisory experience preferred

Skills and Competencies:

• Strong leadership and interpersonal skills
• Excellent customer service and conflict resolution abilities
• Effective communication skills (verbal and written)
• Basic computer proficiency, including Microsoft Office and property management systems
• Knowledge of cash handling and basic accounting practices
• Strong organizational skills and attention to detail
• Ability to manage multiple priorities in a fast-paced environment

PHYSICAL REQUIREMENTS:

• Ability to stand for extended periods (up to 8 hours per shift)
• Manual dexterity to operate office equipment, including computers and phones
• Ability to lift and/or move up to 50 pounds occasionally
• Ability to walk between multiple buildings throughout the shift

WORK ENVIRONMENT:

• Work is performed in both indoor and outdoor settings as required
• Exposure to varying weather conditions, including cold, snow, and ice during winter months
• Fast-paced hospitality environment with frequent guest interaction

WORK SCHEDULE AND HOURS:

• Schedule may include mornings, evenings, weekends, and holidays
• Overtime may be required based on business needs and will be paid in accordance with California law for non-exempt employees
• Work schedules are subject to change based on operational demands

COMPENSATION:

Pay range for this position: $24.00 – $27.00 per hour, depending on experience and qualifications.

CERTIFICATIONS:

• CPR/First Responder Certification
• Completion of required workplace training, including Sexual Harassment Prevention

ABOUT US:

Whether you are a long-term Lake Tahoe resident or relocate here as a skier, nature lover, adventure seeker, or to be a part of the community, Granlibakken is about connecting with what moves you. Today, these 74 wooded acres are family owned and just as picturesque as they were 100 years ago. We still see shy bears and other wildlife on occasion. And we still regularly hear the call of the wild. Over the years, the only real change around here has been the number of passions and opportunities to pursue. Granlibakken Tahoe is a beautiful work setting with a great team of dedicated employees. The resort offers many great benefits to their employees and customers including lodging, conferences, weddings, special events, yoga and wellness retreats. On property activities include a ski and sled hill, pool, tennis courts and a tree top ropes course. We look forward to bringing on new employees that share in the love of the history and vision at Granlibakken Tahoe.