Guest Services Supervisor

Sugarloaf Mountain Corporation; Boyne Falls (MI); On-site; USD 42,000 - 56,000; Full time

Job summary

Boyne Mountain Resort in Michigan is seeking a Guest Service Supervisor to oversee the bell staff and shuttle operations, ensuring exceptional guest experiences and seamless coordination with the front desk. You will lead, train, and support a team, develop weekly schedules, monitor labor costs, and maintain resort-wide standards of hospitality across all guest touchpoints.

The ideal candidate has at least 1 year of guest service experience, a high school diploma, basic computer skills, and the

Qualifications

• Minimum 1 year of guest service experience.
• High school diploma or equivalent.
• Able to work nights, weekends, and holidays.

Responsibilities

• Lead bell staff and shuttle operations; supervise guest service.
• Train staff and coach in delivering high-quality service.
• Create weekly staff schedules and manage labor costs.
• Oversee valet and parking operations; ensure security of keys and vehicles.
• Maintain front loops, bell desks, and lobby areas to standards.
• Collaborate with front desk and other departments for seamless guest stays.

Skills

Guest service

Leadership

Communication

Team training

Schedule management

Education

High school diploma

Tools

Basic computer skills

Job description

Overview

An immediate, full-time position is open at Boyne Mountain Resort. As a Guest Service Supervisor, you are responsible for ensuring exceptional guest and team member experiences by overseeing and managing all aspects of the bell staff and shuttle operations, along with supporting and communicating with the front desk team. This role involves maintaining high standards of guest service, leading staff, resolving guest issues, and collaborating with various departments to ensure a seamless and enjoyable stay for guests.

Responsibilities

The Guest Services Supervisor's typical job functions include (but not limited to):

• Leading by example and able to carry out all duties of the bell staff and shuttle services. This includes, but is not limited to: greeting guests at arrival, carrying and transporting luggage to and from rooms, taking the lead with prepaid groups, and answering any questions about Boyne Mountain Resort and the surrounding area.
• Encouraging and training staff to provide the highest level of service to all guests. Holding staff accountable; coaching in a productive manner, as needed. Creating a positive and productive work environment that works cohesively and communicates well with all Resort departments.
• Composing weekly schedules according to staffing needs, occupancy, and group arrivals and departures. Managing labor costs and understanding monthly budgets.
• Managing operation of valet service, making sure all guest keys and vehicles are secure and well kept. Ensuring staff is proficiently trained in and aware of all valet procedures.
• Overseeing areas of operation such as: parking, vehicles, porte cache, loop, entrance, and bell lobby, bell closet, bell carts and any other areas or equipment used in Bell Staff operations.
• Ensuring cleanliness of the front loops at hotel entrances, bell desks, bell closets and lobbies to Boyne Mountain guest service standards.

Qualifications

This position may be for you if:

• You enjoy providing outstanding customer/guest service, meeting new people, as well as reconnecting with familiar guests who return year after year. You get a kick out of exceeding a person’s expectations.
• You look for the details; take pride in the accuracy and quality of your work. You stay focused and let nothing slip through the cracks.
• You are approachable and hospitable. You communicate in a clear and friendly manner and always remain calm even in difficult or frantic situations.
• You want to be part of a close-knit team. You have interest in not only serving guests with excellence, you know the value of looking out for the best interests of your fellow team members and can help maintain a fun work environment.
• You are flexible and always willing to learn more. You understand the demands of exceeding guest needs and can work nights, weekends and holidays when needed.
• You have achieved a high school diploma or equivalent and possess basic computer skills.
• You are able to work in a variety of weather conditions, including outside and inside tasks; walking and stand for long periods of time; must be able lift 25-50 lbs. unassisted
• You have a minimum of 1-year guest service experience
• You are a confident leader; previous experience supervising and leading others is required
• Must possess the ability to give timely direction and performance feedback to bell staff, reporting performance and challenges to your direct reporting manager