Lodge Front Office Supervisor

Turning Stone Enterprises; Town of Verona (NY); On-site; USD 42,120 - 53,703; Full time

Benefits offered by this job

Paid time off

Tuition assistance

401k retirement plan

Health benefits

Discounts on dining to concerts

Job summary

Turning Stone Enterprises is seeking a Front Office Supervisor for The Lodge to oversee front desk operations, schedule staff, inform team, and engage with guests. You will handle check-ins, manage group bookings, maximize occupancy, balance financial records, update logs, and ensure guest satisfaction.

The role requires leadership experience, a 2-year degree preferred, 40 wpm typing, NYS driver’s license, and strong communication to deliver exceptional service.

Qualifications

• 2-year college degree preferred.
• 2+ years front desk leadership experience.
• 2 years hotel front desk experience required.
• Typing speed of at least 40 wpm.
• Computer experience required.
• Excellent communication and leadership skills.
• Must possess NYS Driver's license.
• Stand/walk for long periods and lift up to 40 pounds.

Responsibilities

• Schedules fair and consistent front office coverage based on business volume.
• Keeps staff informed on policies, promotions, and procedures.
• Monitors guest flow during check-in/check-out and assists as needed.
• Maintains supplies and ensures front desk materials are stocked.
• Ensures computer systems are functioning properly.
• Interacts with guests to answer questions, resolve issues, and assist with check-in/check-out.
• Reviews daily reports and resolves discrepancies (arrivals, balances, overages).
• Inputs group room blocks and coordinates with Sales on concerns.
• Pre-blocks rooms and prepares information for group arrivals.
• Ensures housekeeping receives VIP lists and group rooming information.
• Aims for maximum occupancy and revenue; balances outs and discrepancies.
• Keeps clerks' banks balanced and documents variances.
• Keeps supervisor logs updated and accurate.
• Maintains knowledge of property management systems and yield management.

Skills

Leadership

Front desk

Guest service

Adaptability

Education

2-year degree preferred

Job description

Job Requirements

Starting Pay Range: $42,120-$53,703 yearly
As the Front Office Supervisor at The Lodge, you'll ensure smooth front desk operations by scheduling staff, keeping them informed, and interacting with guests. You'll handle check-ins, maintain supplies, review reports, manage group bookings, and maximize room occupancy. This role involves balancing financial records, updating logs, and using your excellent decision-making skills to create a welcoming environment.

Job Requirements

Starting Pay Range: $42,120-$53,703 yearly
As the Front Office Supervisor at The Lodge, you'll ensure smooth front desk operations by scheduling staff, keeping them informed, and interacting with guests. You'll handle check-ins, maintain supplies, review reports, manage group bookings, and maximize room occupancy. This role involves balancing financial records, updating logs, and using your excellent decision-making skills to create a welcoming environment.

What does a Front Office Supervisor do?

• Develops fair and consistent schedules for front office receptionists. Matches coverage to expected business volume.
• Ensures front office receptionists have complete and up-to-date knowledge of company and departmental policies and procedures, as well as the latest information on promotions, etc.
• Monitors clerks and the flow of guests during the check-in and check-out process.
• Maintains a sufficient supply of front desk materials and supplies.
• Ensures computer systems are in working order.
• Interacts with guests effectively, answering questions, solving problems, and assisting with check-in and check-out.
• Review daily reports, such as expected arrivals, non-zero balance, over credit limit, etc. Clears any discrepancies.
• Inputs Group room blocks and rooming lists and follows through with the Sales Department on any concerns.
• Prepares Hotel and Group Sales groups and group information before group arrival (ex: Pre-blocking rooms, assembling key packets, checking for proper billing, etc.).
• Ensures Housekeeping receives rooming lists for VIPs, Entertainment, and bus groups.
• Ensures maximum daily room occupancy and revenue- clears up due outs and discrepancies, out-of-order rooms, and duplicate reservations. Ensures all reservations are guaranteed for arrival. Ensures clerks are selling to achieve 100% occupancy.
• Ensures clerk's banks and main banks are balanced daily. Documentation of any variances.
• Reads and updates the supervisor logbooks daily.
• Consistently demonstrates excellent decision-making skills and judgment.
• Maintains thorough knowledge of property management systems.
• Exhibits proper yield management consistently.

Who We Are

We are Turning Stone Enterprises, a dynamic organization with a diverse range of business operations. Among our prominent offerings is the Turning Stone Resort Casino, which has received the prestigious Best of New York Gaming Resort award for an impressive six consecutive years. Complementing this flagship property, we operate satellite casinos like YBR Casino & Sports Book, Point Place Casino, and The Lake House at Sylvan Beach. Beyond gaming and hospitality, our portfolio also includes convenience stores, three 18 hole PGA-level golf courses, and other unique ventures.

Work Experience

To be successful as a Front Office Supervisor, you'll need:

• 2-year college degree preferred.
• Must have experience in a leadership role.
• 2 years of hotel front desk experience required.
• Must be able to type at least 40 wpm.
• Must have computer experience.
• Must possess excellent communication and leadership skills.
• Must possess valid NYS Driver's license.
• Must be able to stand/walk for long periods of time and lift up to 31-40 pounds.

What We Value

• Positivity – Team members who are passionate to learn, energetic to hit the ground running and willing to grow in a professional, team-oriented environment with a focus on guest service.
• Growth Opportunities – We offer a successful journey, including hands‑on training and support to advance your career.
• Empowerment – We believe in our team members. With learning opportunities, career growth potential and recognition of outstanding performance, we encourage our team to take pride in their work.

Benefits

Why choose Turning Stone Enterprises?

• Paid time off
• Variety of schedules
• Tuition assistance
• Career-building professional development
• Discounts from dining to fuel to concerts
• Team Member appreciation events
• Quality healthcare and dental benefits
• A robust 401k retirement plan
• Dealer School
• Finance Scholarship Program

Why You Will Appreciate Us

At Turning Stone Enterprises, we prioritize the well-being and professional growth of our team members by offering an extensive array of benefits. From comprehensive medical, dental, and vision plans to a 401(k) and life insurance, we ensure your health and financial security. Our work-life balance support includes paid time off, paid holidays, and team member assistance programs. We’re also committed to wellness, with various programs and an upcoming 5,000-square-foot onsite medical center.

With over 4,500 team members across Central New York, we focus on delivering exceptional experiences for both our guests and staff. Our resources include training programs, complimentary shuttles, and career development initiatives, helping you reach your professional goals. Whether you're starting your career or advancing it, join us for a rewarding journey of growth and success at Turning Stone Enterprises. We look forward to welcoming you to our team!