Front Desk Supervisor

About the role

The Lodge at Whitefish Lake, one of Montana's AAA Four Diamond resorts, is seeking a Front Desk Supervisor to join the Guest Services Team. As the Front Desk Supervisor, you’ll empower and lead front desk agents with hands-on leadership to ensure smooth and organized operations.

The Lodge is Montana's premier lakefront leisure and outdoor activity destination, located only 5 minutes from downtown Whitefish and 10 minutes from Whitefish Ski Resort. Our focus is on authentic Montana hospitality that creates lasting memories.

Responsibilities

• Directly supervise front desk personnel and ensure proper completion of all front desk duties.
• Work closely with the Front Office Manager and Owner/Operator to direct the activities of the front desk, bellman, and valet.
• Train front office agents and ensure hospitality standards are maintained.
• Resolve all guest concerns and requests promptly and properly.
• Ensure the accuracy and completion of all daily, weekly, and period-end checklists as prescribed by the Front Office Manager.
• Serve as the designated trainer for all Front Office staff.
• Maintain all Front Desk logs and materials, including information binders, phone lists, and training materials.
• Enforce uniform policies for yourself and all front office associates.
• Enforce all cash handling and credit policies.
• Attend standup meetings in the morning when the Front Office Manager is absent.
• Maintain Red Book by entering all events and details weekly, following up on maintenance concerns, and addressing guest problems or complaints.
• Update Event Binder to keep catering, event calendars, and group turnovers current and organized.
• Maintain logs for ski tickets, patience vouchers, and packages.
• Notify the Front Office Manager when inventories are low.
• Act as a point of contact for guest billing questions after checkout when the Front Office Manager is unavailable.

Requirements

• High school diploma or GED.
• Supervisor experience is preferred.
• Experience in the hospitality industry is an asset.
• Valid driver’s license to aid in shuttles if needed.
• Ability to communicate effectively verbally, in writing, and over the phone with staff, senior management, and ownership.
• Excellent leadership, interpersonal, and problem-solving skills.
• Ability and willingness to adhere to all Averill Hospitality policies and ensure departmental personnel compliance.
• Ability and willingness to work with various office equipment and software systems.
• Must maintain a positive influence in the community and positive relations with area vendors.

Skills

• Teamwork: Balances team and individual responsibilities, exhibits objectivity and openness to others’ views, welcomes feedback, and contributes to a positive team environment.
• Quality: Meets productivity standards, completes work promptly, and strives to increase efficiency.
• Guest Service: Responds promptly to guests’ needs and takes ownership of the overall guest experience.
• Professionalism: Approaches others respectfully, reacts well under pressure, and treats others with respect regardless of status or position.
• Profitability: Helps minimize waste of products, equipment, and supplies to increase departmental and property profitability.
• Leadership: Leads Front Desk Agents daily to ensure the overall success of the team.

Benefits

• Full-time, year-round employment.
• Competitive compensation.
• Paid holidays and paid time off.
• Insurance benefits.
• 401(k) match.
• Company discounts at Averill Hospitality properties, including $50 rooms at any of their properties and discount rates at the spa, restaurant, and retail.

Pay

$21 - $23 hourly, depending on experience.

Schedule

• Schedule flexibility required, including days, evenings, weekends, and Night Audit shifts as needed.

Location

Work in an amazing destination town surrounded by breathtaking mountains and spectacular lakes, filled with year-round adventure. Enjoy world-class mountain biking, hiking, fishing, ziplining, horseback riding, river rafting, water sports, and proximity to Glacier National Park. Housing inquiries are welcome.