Front Office Supervisor

at Burke Mountain Resort/Bear Den Operations Co in East Burke, Vermont, United States

Job Description

ESSENTIAL DUTIES & RESPONSIBILITIES (Other duties will be assigned as business needs require, this position requires flexibility)

• Hire, train, coach, supervise, and support Front Desk, Bell, and Valet staff in all aspects of their roles.

• Partner closely with the Reservations Manager to ensure consistency, accuracy, and communication between front desk and reservations operations.

• Provide functional oversight of reservation-related work completed by front desk staff, ensuring procedures and standards are followed.

• Foster a positive, service-oriented team culture with clear expectations and accountability.

• Conduct regular performance observations and audits, providing feedback and corrective action as needed.

• Ensure company personnel policies and procedures are consistently followed.

• Lead monthly staff meetings for Front Desk, Bell, and Valet teams, including required safety talks and operational updates.

• Oversee daily front desk operations, including check-ins, check-outs, reservations, phone inquiries, and payment processing.

• Serve as an escalation point for guest concerns, complaints, and service recovery, resolving issues in a timely and guest-satisfactory manner.

• Maintain a clean, safe, and professional front desk and lobby environment.

• Step into line-level coverage as needed, including the ability to cover all three shifts in the event of call-outs or staffing shortages.

• Create and manage schedules for Front Desk, Bell, and Valet staff to ensure appropriate coverage based on business demand.

• Ensure reliable coverage for all shifts, including evenings, weekends, and holidays.

• Maintain readiness to step into line-level coverage across Front Desk, Bell, or Valet operations in the event of call-outs or staffing shortages.

• Monitor labor efficiency while maintaining service standards during peak and off-peak periods.

• Support group reservation execution by coordinating with the Reservations Manager, Sales team, and group contacts to ensure smooth arrival and on-site experiences.

• Assist in maintaining accurate lodging and campground reservation records as they relate to front desk operations.

• Audit reservation-related tasks performed by front desk staff to ensure accuracy, consistency, and adherence to established procedures.

• Oversee and reconcile the Manager’s bank in accordance with company cash-handling policies.

• Ensure accurate payment processing, documentation, and reporting.

SUPERVISORY RESPONSIBILITIES

Directly supervises 10-15 employees. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning, and directing tasks; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.