Front Desk Supervisor

SRR Partners LLC; Moab (UT); On-site; USD 42,000 - 56,000; Full time

Job summary

Sorrel River Ranch in Moab, Utah is seeking a Front Desk Supervisor to lead the front desk team, oversee guest check‑in and check‑out, and ensure warm, accurate service across all guest touchpoints.

You will collaborate with the Front Office and Experience teams to coordinate guest itineraries, support daily operations, hire and onboard staff, set performance expectations, and coach colleagues toward service excellence.

Qualifications

• High school diploma or GED required.
• CPR/First Aid certification preferred.
• Proven front desk or hotel experience; supervisory or lead experience preferred.
• Strong written and verbal communication skills.
• Ability to lead, motivate, and collaborate with a diverse team.

Responsibilities

• Lead, schedule, train, and coach the front desk team across all shifts.
• Participate in hiring, onboarding, and performance management for front desk staff.
• Set clear service expectations and lead by example in guest interactions.
• Oversee check-in/check-out, billing accuracy, and shift paperwork.
• Coordinate with departments to ensure guest itineraries and requests are handled smoothly.

Skills

Front desk supervision

Guest service

Team leadership

Microsoft Office

Education

High school diploma or GED

CPR/First Aid certification

Tools

MEWS PMS

Toast POS

Job description

About The Sorrel River Ranch Experience

Sorrel River Ranch aspires to welcome guests and staff into a progressive, authentic community that shares the common passion of living life to its fullest. We’re driven to develop and foster a one-of-a-kind ranch resort experience offering the best quality locally grown food, unforgettable and enjoyable adventure pursuits, genuine relaxation that restores the mind and body, unique opportunities for bonding with loved ones, and a wealth of experiential education programming with the goal of expanding our collective awareness, understanding, and appreciation of the incredible world we all share.

Position Overview

The Front Desk Supervisor embodies the Sorrel River Ranch standard by exceeding guest expectations in all areas of service while leading the front desk team. You will oversee daily front office operations, manage small and large details related to guest requests, and make sure follow-up reaches the right teams. Working closely with the Front Office and Experience team, you will help implement guest itineraries and daily coordination. You will support the operations team, step in wherever needed, and help us improve by questioning operational norms, proposing solutions, and streamlining how we work.

Position Responsibilities

• Lead, schedule, train, and coach the front desk team, ensuring full coverage of all shifts
• Participate in hiring, onboarding, and performance management for front desk agents
• Set clear expectations for service, professionalism, and accuracy, and lead by example
• Run pre-shift meetings and communicate daily priorities, arrivals, and special requests
• Build a culture of accountability, teamwork, and warm hospitality

Guest Service

• Ensure the highest level of guest satisfaction by offering friendly, attentive service to everyone
• Understand, anticipate, meet, and exceed each guest’s wants and needs
• Handle escalated guest concerns quickly, courteously, and with sound judgment
• Support agents in resolving guest issues and coach them on service recovery
• Provide accurate resort and area information

Front Desk Operations

• Oversee guest check-in and check-out to ensure smooth, accurate service
• Review arrivals and departures, room status, and special requests daily
• Monitor guest accounts and billing, enforce credit policies, and ensure transactions, charges, and payments balance accurately
• Review shift paperwork, checklists, the logbook, and the courtesy call back log for accuracy and completeness
• Maintain and update group information in the resort’s records
• Operate and troubleshoot front desk equipment, including telephone, MEWS Property Management System (PMS), fire panel, copier, key machine, and printers
• Oversee airport shuttle service and guest luggage assistance
• Ensure guest messages, mail, and packages are delivered in a timely manner
• Complete bucket check reviews and ensure guest and room status information is accurate

Sales & Local Knowledge

• Maintain and teach knowledge of all resort experiences, including spa, hikes, guided park tours, UTV and ATV rides, Food & Beverage, and packages and promotions on our website
• Coach the team on suggestive selling techniques to increase revenue and support the resort’s profitability
• Stay well-acquainted with area attractions, current events, directions, and the local community

Cross-Department Communication

• Maintain consistent communication with housekeeping, engineering, Experiences, and Food & Beverage
• Identify maintenance needs and ensure they reach the appropriate team
• Assist the housekeeping team when necessary
• Communicate effectively with managers, coworkers, and other departments
• Step in and work the front desk as needed

Safety & Security

• Ensure the team follows all security procedures, including guest room key and master key control
• Ensure staff understand and follow all resort emergency procedures
• Report any suspicious activity or incidents to management
• Perform other duties as assigned

Education & Experience

• High school diploma or GED
• Prior front desk or hotel experience required; prior supervisory or lead experience preferred
• CPR/First Aid certification
• Strong written and verbal communication skills
• Ability to lead, motivate, and collaborate with a team of diverse personalities
• Ability to thrive under pressure in a fast-paced, demanding environment
• High ethical standards
• Flexibility to work early mornings, later evenings, weekends, and holidays as needed to meet guest needs
• Strong proficiency with Microsoft Office (Excel, Word, email)
• Familiarity with Apple products (computers, iPads, Apple TV)
• Knowledge of the Moab, Utah area is a plus
• Previous experience with MEWS and Toast is a plus

Physical Requirements

• Ability to stand for the duration of a shift (8+ hours)
• Ability to lift, carry, push, or pull 50+ pounds, such as luggage and supplies
• Ability to sit at a desk and use a computer, keyboard, and phone for extended periods
• Ability to walk throughout the property, including on uneven surfaces and stairs, and to escort guests with luggage
• Ability to bend, stoop, kneel, and reach with hands and arms
• Ability to occasionally work outdoors in varying weather conditions (heat, rain, snow)
• Ability to communicate clearly, accurately, and at a volume appropriate to a busy lobby, in person and by phone
• Ability to hear and distinguish sounds at a normal speaking level
• Visual acuity sufficient to accurately review guest accounts, paperwork, and records
• Ability to work in a moderate noise level
• Ability to drive the guest shuttle, with a valid driver’s license (if applicable)