Guest Service Supervisor: Front Desk Leader

King Pine Ski Area; Madison (NH); On-site; USD 42,000 - 58,000; Full time

Benefits offered by this job

Health insurance

Vacation & sick time

Company holidays

Life insurance

Employee discounts

Job summary

King Pine Ski Area is seeking a Guest Service Supervisor to oversee the front desk and guest services, ensuring exceptional guest experiences. You will welcome guests, handle requests, and manage check-in/check-out while upholding high standards of hospitality.

You will lead and coach Guest Service Agents, train staff, and address guest concerns professionally to support overall guest satisfaction. A professional demeanor and strong communication are essential.

Qualifications

• 1-2 years hotel or hospitality experience; supervisory experience is preferred.
• Reliable attendance and punctuality.
• Strong customer service skills with a genuine commitment to guest satisfaction.
• Excellent attention to detail and accuracy.
• Strong organizational and time-management skills.
• Positive attitude with strong interpersonal, communication, and diplomatic skills.
• Ability to effectively lead, coach, and support team members.
• Strong problem-solving and decision-making skills.
• Professional demeanor and appearance.
• Proficient computer skills, including Word and Excel; familiarity with hotel PMS preferred.

Responsibilities

• Oversee front desk and guest services daily operations.
• Welcome guests, assist with requests and check-in/check-out procedures.
• Provide leadership and coaching to Guest Service Agents.
• Address guest concerns professionally and resolve issues promptly.
• Maintain a clean, welcoming lobby reflecting resort standards.

Skills

Customer service

Leadership

Communication

Diplomacy

Coaching

Problem solving

Time management

Attention to detail

MS Office

PMS familiarity

Reliability

Education

Associates degree

Tools

Microsoft Word

Excel

PMS software

Job description

Supervisor: Regional Director, General Manager

We offer a competitive compensation package with Company paid employee only health insurance, vacation and sick time, Company paid holidays, life insurance, and employee discounts!

Job Description

The Guest Service Supervisor is responsible for providing exceptional guest service while overseeing and supporting the daily operations of the resort's front desk and guest services functions. This position welcomes guests, assists with guest requests and concerns, and performs check-in and check-out procedures while ensuring a level of service that meets or exceeds guest expectations.

The Guest Service Supervisor provides leadership, guidance, and support to Guest Service Agents, helps ensure adherence to hotel policies and service standards, and assists with training and coaching team members. The position is also responsible for addressing guest concerns professionally, resolving issues in a timely manner, and supporting overall guest satisfaction.

The Guest Service Supervisor helps maintain a clean, organized, and welcoming lobby and front desk area and ensures that all guest-facing areas consistently reflect the resort's standards of professionalism and hospitality.

Requirements

• 1-2 years hotel or hospitality experience; supervisory experience is preferred
• Reliable attendance and punctuality
• Strong customer service skills with a genuine commitment to guest satisfaction
• Excellent attention to detail and accuracy
• Strong organizational and time-management skills
• Positive attitude with strong interpersonal, communication, and diplomatic skills
• Ability to effectively lead, coach, and support team members
• Strong problem-solving and decision-making skills
• Excellent math aptitude with strong interpersonal, communication, and diplomatic skills
• Professional demeanor and appearance
• Proficient computer skills, including Microsoft Word and Excel; familiarity with hotel property management systems preferred
• Ability to remain calm and professional with handling guest concerns or challenging situations
• Ability to stand and walk for extended periods
• Must be available to work a flexible schedule, including evenings, weekends, holidays, and varying shifts as business needs require
• Must be legally authorized to work in the United States

Preferred Qualifications

• Associates degree in Hospitality Management, Business Administration, or a related field strongly preferred
• Previous hotel front desk or guest services supervisory experience
• Experience with hotel property management systems (PMS)
• Experience training or mentoring employees

HWV Hospitality Services Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.