Guest Services Desk Supervisor (Front Desk)

About the role

The Franciscan Renewal Center is a nonprofit Catholic retreat center and home to Our Lady of the Angels Church, located in Paradise Valley. Founded in 1951 by the Order of Friars Minor, we seek to follow in the footsteps of Saints Francis and Clare of Assisi with our commitment to our mission of renewing lives through spiritual growth, healing and transformation, and service to others. The FRC staff and volunteers are passionate about our shared work that ultimately provides a peaceful and welcoming experience for all who come here. We serve our mission by providing: Retreats, meeting and conference space for faithbased and nonprofit organizations Joyful worship with Franciscan friars at Our Lady of the Angels Church, and additional support to our dynamic faith community with faith formation and spiritual education Service and outreach programs for the poor and vulnerable Counseling, therapy, and support groups Come join the Franciscan Renewal Center as our Guest Services Desk Supervisor and help create a warm, welcoming experience for every guest who enters our doors. In this highly visible, hands-on leadership role, you will guide and support a dedicated team of staff and volunteers, oversee the daily operations of the Guest Services Desk, and strengthen the processes that keep our hospitality services running smoothly. We are looking for an experienced hospitality professional who leads with patience, professionalism, and initiative; remains calm in difficult situations; and is committed to serving others in a manner that reflects our Franciscan mission and values.

Responsibilities

• Supervise the Guest Services Desk team, including staff and volunteers.
• Schedule GSD team 1 month out. Schedule meetings for GSD team monthly or more frequent basis.
• Oversee completion of tasks as delegated to GSD team.
• Work a full schedule of shifts at the GSD, rotating through all days and times depending on needs of the FRC’s most demanding times.
• Coach and mentor GSD team, providing recognition and constructive feedback as appropriate and maintain documentation of these communications and actions.
• Maintain Guest Ambassador program, including recruiting, scheduling and training Guest Ambassadors to support large group checkin and events.
• Provide ongoing training and development for GSD team.
• Update and maintain GSD manual: based on observation and feedback, update the manual as needed, providing updates to GSD team and ensure changes are implemented by all.
• Ensure daily updates, on-going training and refreshers for all GSD team, on a regular basis including details regarding groups, safety, monthly Mission Integration reflections, etc.
• Provide on-going training and refreshers regarding the use of Retreat Manager scheduling software.
• Complete annual performance reviews for GSD staff.
• Collaborate with FRC staff to coordinate scheduling, support shared operational needs, and identify practical improvements to guest services.
• Attend weekly Scheduling meetings.
• Manage procurement of office supplies for FRC.
• Identify opportunities to improve guest services, develop practical solutions, and present recommendations for consideration.
• Take on administrative projects and