POSITION SUMMARY

The Guest Services Supervisor is a key hourly leadership position within the Mountain Lake Guest Services and Front Office team and is responsible for supporting the daily operation of the front office while helping ensure an exceptional guest experience from reservation through departure. This position provides direct shift supervision and operational support for Front Desk, Reservations, Guest Services, Night Audit, and Bellstaff. The Guest Services Supervisor works closely with the Front Office Manager and Assistant Hotel Manager to maintain service standards, accurate hotel systems and records, appropriate staffing coverage, effective communication, and a welcoming, professional guest environment. The position requires strong knowledge of full-service hotel and/or resort front office operations, property-management and reservation systems, third-party booking applications, room inventory, rate management, billing, and guest service recovery. Knowledge of OPERA Cloud and iHotelier is preferred. The Guest Services Supervisor must lead by example, remain visible and engaged with guests and associates, and consistently support the Mountain Lake Promise.

ESSENTIAL DUTIES & RESPONSIBILITIES GUEST SERVICE & THE MOUNTAIN LAKE EXPERIENCE

• Welcome and acknowledge guests in a warm, professional, and genuine manner and ensure the Guest Services team does the same.
• Help create a seamless guest experience before arrival, during the stay, and through departure.
• Follow and reinforce Mountain Lake guest-service standards, including the 10-and-5 guest acknowledgment practice.
• Anticipate guest needs, provide accurate resort information, and take ownership of questions and concerns.
• Resolve guest concerns and service-recovery situations promptly and professionally within established authority, escalating significant matters when appropriate.
• Monitor VIPs, special occasions, repeat guests, special requests, and other guest preferences to help personalize the experience.
• Maintain a visible presence in the lobby and guest-contact areas, particularly during peak arrival and departure periods.
• Promote Mountain Lake amenities, dining, retail, spa, recreation, events, packages, and other resort experiences when appropriate.

FRONT OFFICE & GUEST SERVICES OPERATIONS

• Support and supervise daily operations for Front Desk, Reservations, Guest Services, Night Audit, and Bellstaff.
• Coordinate shift activity including arrivals, departures, room assignments, keys, guest requests, luggage assistance, transportation information, and general guest services.
• Ensure front office, lobby, bell, and guest-service areas remain clean, organized, professional, adequately supplied, and guest-ready.
• Monitor room status and communicate closely with Housekeeping and Facilities regarding room readiness, out-of-order rooms, maintenance concerns, and priority guest needs.
• Review daily arrivals, departures, occupancy, groups, events, VIPs, special requests, packages, and operational notes before and during each shift.
• Ensure established opening, closing, shift-change, key-control, cash-handling, privacy, safety, and security procedures are followed.
• Assist with group arrivals and departures, rooming lists, keys, welcome materials, billing instructions, and other group requirements.
• Serve as Manager on Duty when assigned and carry out MOD responsibilities in accordance with Mountain Lake standards.

RESERVATIONS, INVENTORY & RATE MANAGEMENT

• Support accurate reservation processing for transient, package, group, promotional, and other approved reservations.
• Maintain knowledge of room and cabin types, packages, restrictions, cancellation policies, deposits, guarantees, and resort fees.
• Monitor room and cabin inventory and assist with maintaining accurate availability across approved distribution channels.
• Understand rate plans, rate codes, packages, minimum-stay requirements, restrictions, and other revenue-management controls communicated by leadership.
• Help identify and correct reservation, inventory, rate, or distribution discrepancies promptly.
• Understand the relationship between the property-management system, central reservation/distribution systems, third-party applications, and online travel agencies.
• Protect rate integrity and avoid unauthorized discounts, overrides, complimentary accommodations, or adjustments.
• Support appropriate room upgrades, package sales, extended stays, and other upselling opportunities while maintaining a guest-focused approach.

SYSTEMS & THIRD-PARTY APPLICATIONS

• Demonstrate strong working knowledge of full-service hotel and resort front office systems and procedures.
• Use the approved Property Management System accurately for reservations, check-in/check-out, room assignments, guest profiles, folios, routing, notes, traces, and reporting.
• Knowledge of OPERA Cloud and iHotelier systems is preferred.
• Understand and appropriately use approved third-party booking applications, online travel agency extranets, and other reservation or distribution tools as assigned.
• Monitor interfaces and reservation activity for errors, duplicate reservations, failed transmissions, incorrect rates, or inventory concerns and report or resolve issues promptly.
• Protect guest information, passwords, system access, payment-card data, and confidential information in accordance with Mountain Lake policies.

NIGHT AUDIT, BILLING & CASH CONTROL

• Provide supervisory support and operational direction to Night Audit as needed.
• Understand Night Audit procedures sufficiently to assist with balancing, posting, reporting, system issues, and guest needs when required.
• Ensure guest folios, deposits, payment methods, routing instructions, package postings, adjustments, and billing information are accurate.
• Follow established cash-handling, credit-card, deposit, safe, drawer, and shift-balancing procedures.
• Review and communicate billing concerns promptly to the Front Office Manager, Assistant Hotel Manager, Finance, Sales, or Events as appropriate.
• Ensure corrections, refunds, discounts, complimentary items, and adjustments are properly authorized and documented.

TEAM LEADERSHIP & SHIFT SUPERVISION

• Provide daily direction, coaching, support, and accountability to Front Desk, Reservations, Guest Services, Night Audit, and Bellstaff associates during assigned shifts.
• Lead pre-shift huddles and communicate occupancy, arrivals, departures, groups, events, VIPs, weather, resort activities, operational concerns, and service priorities.
• Assist with training and onboarding new associates and reinforce established procedures and service expectations.
• Ensure associates report to work on time, in proper uniform, prepared for their assigned responsibilities, and maintain professional conduct.
• Assist with shift coverage and communicate staffing concerns to the Front Office Manager.
• Maintain a sense of urgency, assign priorities, follow up on delegated tasks, and ensure unresolved issues are properly communicated to the next shift and leadership.
• Provide constructive feedback and promptly communicate performance, attendance, conduct, or training concerns to the Front Office Manager.

INTERDEPARTMENTAL COMMUNICATION & COORDINATION

• Work closely with Housekeeping to coordinate room status, early arrivals, late departures, VIP rooms, special requests, and room priorities.
• Coordinate with Facilities regarding maintenance issues, guest-room concerns, public-area conditions, keys, equipment, and urgent repairs.
• Communicate with Sales, Catering, and Events regarding group arrivals, rooming lists, resumes, billing arrangements, VIPs, amenities, and event-related guest needs.
• Partner with Food & Beverage, Retail, Spa, Recreation, Security, Finance, and other departments to provide a seamless resort experience.
• Use established Mountain Lake communication tools and procedures to document guest concerns, operational issues, follow-up needs, and shift information.
• Ensure important information is communicated accurately between shifts and departments rather than assuming another associate has completed the follow-up.

REVENUE AWARENESS & UPSELLING

• Understand that Guest Services plays an important role in total resort revenue and the overall guest experience.
• Encourage appropriate room and cabin upgrades, packages, extended stays, and add-on experiences when they provide value to the guest.
• Promote resort dining, spa, recreation, retail, events, and other revenue-producing experiences.
• Maintain rate integrity and follow approved revenue and inventory strategies.
• Coach Guest Services associates to identify natural upselling and cross-selling opportunities without compromising genuine hospitality.

SAFETY, SECURITY & PROPERTY STEWARDSHIP

• Follow and reinforce all safety, emergency, security, privacy, key-control, cash-control, and loss-prevention procedures.
• Respond appropriately to emergencies and guest incidents and notify the Manager on Duty or leadership as required.
• Immediately report unsafe conditions, accidents, injuries, suspicious activity, damaged equipment, or security concerns.
• Protect Mountain Lake keys, equipment, cash, guest information, systems, and other assets.
• Support Mountain Lake environmental stewardship, recycling, conservation, and property-care initiatives.
• Immediately address or report anything that is broken, dirty, unsafe, or negatively affects the guest experience.

QUALIFICATIONS & EXPERIENCE

• Previous hotel or resort Front Office, Guest Services, Reservations, or related hospitality experience required; supervisory or lead experience preferred.
• Experience in a full-service hotel and/or resort environment strongly preferred.
• Strong knowledge of front office operations including reservations, check-in/check-out, guest folios, room assignments, cash handling, and service recovery.
• Working knowledge of hotel property-management systems required; OPERA Cloud experience preferred.
• Knowledge of iHotelier or similar central reservation/distribution systems preferred.
• Knowledge of third-party reservation applications, online travel agencies, room inventory, and rate management preferred.
• Strong guest-service, leadership, communication, organization, and problem-solving skills.
• Ability to remain composed, professional, and decisive during high-volume periods and challenging guest situations.
• Ability to learn Mountain Lake accommodations, amenities, history, activities, dining, spa, retail, recreation, events, packages, and guest experiences.
• Dependable attendance, punctuality, discretion, and professional conduct required.

SCHEDULING REQUIREMENTS

Mountain Lake is a resort operation serving guests throughout the year. This position requires schedule flexibility based upon occupancy, arrivals and departures, group activity, seasonal operations, events, and business needs.

WEEKENDS AND HOLIDAYS ARE REQUIRED.

• Day, evening, and overnight shifts as operationally required.
• Peak arrival and departure periods.
• High-occupancy resort weekends and holiday periods.
• Seasonal operations, festivals, weddings, groups, and special events.
• Extended or adjusted hours when guest or operational needs require.

Regular and reliable attendance is an essential function of this position.

PHYSICAL REQUIREMENTS

• Stand and walk for extended periods during scheduled shifts.
• Frequently move throughout the lobby, front desk, guest-service areas, and other resort locations.
• Occasionally lift, carry, or assist with luggage, supplies, and equipment weighing approximately 25-40 pounds, with assistance when appropriate.
• Use computers, telephones, radios, printers, payment devices, and other standard front office equipment for extended periods.
• Work indoors and, when assisting with bell or guest-service functions, outdoors in varying weather conditions.
• Perform the essential functions of the position with or without reasonable accommodation.

PERFORMANCE EXPECTATIONS

• Exceptional guest service and consistent professional conduct.
• Accurate reservations, guest profiles, folios, billing, inventory, and system use.
• Effective supervision, communication, follow-through, and sense of urgency.
• Strong knowledge of Mountain Lake accommodations, services, amenities, and guest experiences.
• Appropriate revenue awareness, upselling, and protection of rate integrity.
• Effective service recovery, problem solving, and ownership of guest concerns.
• Dependability, accountability, teamwork, and support of the Mountain Lake Promise.

THE MOUNTAIN LAKE PROMISE

"We create unforgettable experiences and memories by taking care of our guests, caring for each other, and preserving this mountain for generations to come." The Guest Services Supervisor is expected to support this Promise during every shift by leading through genuine hospitality, supporting fellow associates, taking ownership of the guest experience, protecting Mountain Lake standards, and helping every guest leave with a positive and lasting memory of their time on the mountain.

OTHER DUTIES

This job description is intended to describe the general nature and level of work performed by associates assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Responsibilities may be modified or additional duties assigned based upon the operational needs of Mountain Lake.

Pay:

From $18.00 per hour Expected hours: 32.0 - 40.0 per week

Benefits:

401(k) matching Dental insurance Employee discount Flexible schedule Free parking Health insurance Life insurance Paid time off Referral program Vision insurance

Work Location:

In person