Front Desk Supervisor

Westgate Resorts; Gatlinburg (TN); On-site; USD 36,000 - 60,000; Full time

Benefits offered by this job

Comprehensive Health Benefits

Paid Time Off

401(k) with Company Match

Daily Pay

Family-Focused Benefits

Wellness Programs

Tuition Assistance

Employee Assistance Program

Job summary

Westgate Smoky Mountain Resort in Gatlinburg, TN seeks a Front Desk Supervisor to lead the Front Office team and ensure guest satisfaction across check-in, checkout and inquiries.

You will serve as Manager on Duty in the absence of the Director, coordinate with housekeeping for VIP arrivals, and train new staff while maintaining accurate cash handling and reservations.

Qualifications

• Prior customer service or hospitality experience required; strong communication across phone, email, and in-person interactions.
• Ability to multitask and manage guest inquiries, reservations, and cashiering duties with accuracy and efficiency.
• Confident problem-solving skills with a positive, professional demeanor in all guest interactions.
• Team-oriented mindset with flexibility to work varied shifts, including evenings, weekends, and holidays.
• Required to pass a background screen, drug test, and prove eligibility to work in the United States.

Responsibilities

• Schedule and direct Front Office team members as needed.
• Greet, register, assign rooms to guests and input information into property management system.
• Collect and post security deposits as each guest checks in; explain room charges and accept payments.
• Issue room keys and check guests out of the system; answer all front desk calls and transfer as needed.
• Balance all cash, credit card and other postings to the daily report; train new Front Desk personnel.

Skills

Customer service

Hospitality

Communication skills

Multitasking

Team leadership

Job description

Adjacent to Great Smoky Mountains National Park, the most-visited national park in the country, Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee, provides an amazing work environment with refreshing mountain breezes and spectacular views of the beautiful Great Smoky Mountains. As a member of the Westgate Smoky Mountain Resort team, you will meet and engage with guests who have arrived to enjoy all the Great Smoky Mountains have to offer and help them experience our world-class amenities such as the state-of-the-art Wild Bear Falls water park. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences and supporting your career growth where you are or at 60+ resorts across the company.

Job Description

We are an organization that is built on the idea of service to others and on the idea of making dreams come true. In order to achieve these goals, we expect all employees to fulfill the Services Philosophy and the Service Standards in all interactions with guests and fellow employees.

Supervises Front Desk, Night Auditors and Guest Services Agents.

As Front Desk Supervisor, you will:

• Schedule and direct Front Office team members as needed
• Serve as Manager on Duty in the absence of the Director and Front Office Manager
• Greet, register, assign rooms to guests and input information into property management system
• Collect and post security deposit as each guest checks in
• Explain room charges to guest and accept payment by cash, check or credit cards
• Issue room keys
• Check guests out of property management and phone system
• Answer all phone calls to the front desk and operator, transfer calls as needed
• Turn on or restrict guest phones as needed
• Answer inquiries pertaining to hotel services; registration of guests; and shopping, dining, entertainment, shuttle and travel directions
• Remain aware of room occupancy and availability
• Compute bills, collect payments, and make change for guests
• Handle and count cash and process credit card payments and credits
• Makes and confirms reservations
• Able to listen and find solutions to guests problems
• Balance all cash, credit card and other postings to the daily report at end of shift
• Makes cash deposit in safe
• Coordinate with housekeeping when VIP Guests arrive
• Train all new Front Desk personnel

To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares our commitment.

Qualifications

• Prior customer service or hospitality experience required; strong communication skills across phone, email, and in-person interactions
• Ability to multitask and manage guest inquiries, reservations, and cashiering duties with accuracy and efficiency
• Confident problem-solving skills with a positive, professional demeanor in all guest interactions
• Team-oriented mindset with flexibility to work varied shifts, including evenings, weekends, and holidays
• Required to pass a background screen, drug test, and prove eligibility to work in the United States

Additional Information

Why Westgate?

• Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
• Paid Time Off – Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – Access Your Earnings When You Need Them
• Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) – Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• David A. Siegel Legacy Scholarship – One scholarship of up to $40,000 is awarded each year to one eligible dependent of a current Team Member.
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact

Westgate Resorts is an Equal Employment Opportunity employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [e-mail] with the job title and the location of the position for which you are applying. This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.