Front Desk Supervisor Position Available In Haywood, North Carolina

Front Desk Supervisor 3.3 3.3 out of 5 stars 759 North Lakeshore Drive, Lake Junaluska, NC 28745

LJA Mission Statement:

The mission of Lake Junaluska is to be a place of Christian hospitality where lives are transformed through renewal of soul, mind and body. Located in the Smoky Mountains of Western North Carolina, Lake Junaluska is a conference and retreat center that hosts over 50,000 overnight guests annually. We have over 400 lodging rooms, a campground, and meeting space for up to 2,000 people. All of our facilities are located on a scenic 1,200 acre campus which boasts panoramic views, abundant recreation opportunities, and a 200 acre lake. Our guests include religious, non-profit and secular groups. We are also a residential and vacation community.

Position Summary :

The Front Desk Supervisor oversees daily front desk operations to ensure a welcoming, efficient, and service-oriented experience for all guests, including conference attendees, retreat participants, and individual travelers. This role combines leadership, hospitality, and administrative responsibilities to support smooth check-in and check-out processes, guest satisfaction, and coordination with other departments. The Front Desk Supervisor fosters a collaborative team environment among front desk agents, promoting communication, mutual support, and a shared commitment to exceptional guest service.

Essential Functions:

Supervise and schedule a team of front desk staff to ensure adequate coverage and quality customer service across all shifts and locations. Review and approve employee time cards, ensuring accuracy in hours worked and breaks provided. Train, mentor, and evaluate front desk team members; with a focus on fostering a culture of hospitality and accountability. Provide hiring support by assisting the Front Desk Manager with interviews and onboarding of front desk staff. Oversee guest check in and check out procedures, ensuring accuracy in reservations, billing, and room assignments. Respond promptly and professionally to guest inquiries, concerns, and special requests; escalating as needed. Help avoid, diffuse and resolve guest challenges in a timely manner. Coordinate with housekeeping, maintenance, and conference services to ensure room readiness. Maintain accurate records of occupancy, incident reports, and monitor front desk areas for cleanliness, safety and readiness. Support the implementation of guest service initiatives and continuous improvement efforts. Support front desk staff by ensuring the timely completion of daily assignments, maintaining quality standards, and assisting with workflow efficiency within budget guidelines. Provide occasional front desk coverage during staff call-outs; including evenings, weekends, and night shifts, to ensure uninterrupted guest service and operational continuity. Help schedule front desk staff to meet operational needs and provide supplemental support to reservations as needed. Monitor and document employee performance issues, including safe work practices, and complete necessary performance appraisal paperwork and submit them to the Front Desk Manager for review. Perform other duties and responsibilities as assigned and required. Oversee compliance with all workplace safety policies, practices and procedures and report any unsafe activities or conditions immediately to the Front Desk Manager and/or the Human Resources department. Knowledge, Skills and Abilities High school diploma or equivalent required. 2 or more years of front desk or guest services experience, with at least 1 year in a supervisor role preferred. Hospitality experience strongly desired. Proficiency in reservation and property management systems (e.g., Maestro, Opera, or similar). Must be flexible and able to adapt to changing needs, multiple task demands, and work structures. Ability to read and comprehend instructions, short correspondence, emails, and memos. Ability to effectively present job related information upon request to customers, clients, and employees of the organization. Proven computer skills, organizational skills, and interpersonal skills are required. Ability to solve practical problems and handle a variety of customer, clients and employee questions.

Math Skills:

Ability to quickly add, subtract, multiply and divide in all units.

Cash Handling Skills:

The ability to properly collect, disperse and reconcile cash on a regular basis. All cash handling must be meticulously executed without error. Routine duties are performed with limited supervision. Independent discretion is required to discern when a situation should be escalated to management. Performance/Success Factors Be punctual to work and other related functions. Performs well in a team environment. Complete work in a timely, accurate, and thorough manner. Ability to prioritize daily tasks and events. Perform routine duties with minimal supervision. Provide leadership to other staff through work ethic and the sharing of knowledge and skills. Strives for excellence in all tasks and duties and fosters an attitude of “exceeding guest expectations”. Able to work independently but operate within LJA policy guidelines using independent judgment. Working Conditions Well-lighted, heated and/or air-conditioned, indoor setting with adequate ventilation. Light-Moderate physical activity performing non-strenuous daily activities of an administrative nature. Must have adequate vision to carry out daily activities. Physical Demands in the workplace include but are not limited to regularly moving around property, standing (occasionally for prolonged periods of time), kneeling, talking to and hearing staff and customer requests, and the ability to lift or carry or otherwise move and position objects weighing up to 30 pounds. Moderate noise environment (examples: business office with computers and printers, light traffic, and crowded room conversations) Must be willing to work a flexible schedule to include days, nights, weekends, holidays and overtime as required. Lake Junaluska Assembly, Inc. is an Equal Opportunity Employer