FRONT DESK SUPERVISOR

Inn of the Mountain Gods Resort and Casino; Mescalero (NM); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading resort in New Mexico is seeking a Front Desk Supervisor to oversee guest check-ins, manage front desk staff, and ensure exceptional customer service. The ideal candidate will possess strong communication and problem-solving skills, with a focus on maintaining high service standards. Responsibilities include managing guest needs, scheduling, and providing information to guests and team members. Join a dynamic team in a fast-paced environment where your contributions will directly impact guest satisfaction.

Qualifications

• Two years of related experience required.
• Strong communication and problem-solving skills needed.

Responsibilities

• Supervises front desk staff to ensure guest needs are met.
• Handles guest check-ins and check-outs efficiently.
• Provides timely and useful information to colleagues and management.

Skills

Communication

Problem-Solving

Customer Service

Team Building

Conflict Resolution

Education

High School Diploma or GED

Job description

Job Details

Description

Position Title: Front Desk Supervisor

Reports To: Front Desk Manager

Supervises: Front Desk Agents

Summary Of Position

Assists in checking in and out hotel guests, takes reservations, and assists guests with their needs during their stay at the resort. Supervises the front desk area.

Key Responsibilities And Performance/Behaviors

• Ability to explain and demonstrate hospitality behaviors and performance standards.
• Understands where to find information needed to complete tasks to standard.
• Can explain and demonstrate technical skills used to complete tasks to standard.
• Can explain or demonstrate behavioral values or standards needed for task completion.
• Understands how to take ownership of problems and resolve them, even when solutions are not immediately available.
• Knows how to request help from others when needed to complete tasks or achieve goals.
• Has comprehensive knowledge of IMGR&C products and services and can communicate this to others.
• Provides guests with directions and venue information, and handles comments or complaints promptly, professionally, and courteously.
• Performance meets expected results and standards as per responsibilities and SOPs.
• Responds to obstacles creatively and finds new ways to achieve desired results.
• Acts proactively in the absence of guidance to meet guest and internal customer needs.
• Adapts quickly to change, applying skills positively to succeed.
• Supports quality goals, aiming to 'Do it right the first time.'
• Protects IMGR&C property; maintains neat, clean, and well-repaired areas, equipment, and furnishings.
• Suggests improvements for performance.
• Behavior aligns with IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
• Approaches activities enthusiastically and encourages enthusiasm in others.
• Maintains a positive attitude in all situations.
• Respects others' individuality and communicates effectively to collaborate.
• Speaks positively about guests, team members, and the business both on and off property.
• Treats everyone with respect.
• Serves others by identifying and communicating their needs, taking quick action to meet or exceed expectations.
• Seeks ways to improve individual and team service.
• Provides additional support outside of job responsibilities as needed for resort success.
• Owns guest problems until resolved.
• Meets IMGR&C appearance standards and supports the company's reputation professionally both on and off property.
• Follows attendance policies and informs supervisors of absences in advance.
• Works during all marketing events and concerts.
• Provides timely and useful information to colleagues and management, and listens actively to feedback.
• Reports guest feedback, and issues related to grounds or equipment not meeting standards.
• Prioritizes team success, helps colleagues, resolves conflicts, and contributes ideas for improvement during meetings.

Essential duties include guest needs management, scheduling, key card creation, area knowledge, reservation handling, understanding hotel packages, basic computer skills, awareness of local events, maintaining a clean workstation, performing duties efficiently, guest checkout, compliance with policies, and other assigned tasks.

Supervisory Responsibilities

Supervises front desk staff to ensure guest needs are met according to resort standards.

Education and/or Experience Requirements

High School Diploma or GED, two years of related experience, strong communication and problem-solving skills, excellent customer service, teambuilding, conflict resolution, knowledge of service principles, basic computer skills, and understanding of financial flows like debits/credits.

Physical Demands

Frequent standing, walking, use of hands, reaching, stooping, kneeling, crouching, and occasional lifting up to 50 pounds. Ability to stand for long periods.

Work Environment

Noise is loud, exposure to second-hand smoke, biohazardous fluids, guest hostility, and high-stress situations may occur.