Front Office Supervisor

Front Office Supervisor

JOB SUMMARY

Zermatt Resort & Spa is seeking a friendly, professional, and hospitality-driven Front Office Supervisor to join our team. As a leader within the Front Office, you will create memorable guest experiences by supporting daily front desk operations, mentoring team members, and ensuring exceptional service at every stage of the guest journey. This role is responsible for supervising front desk associates, resolving guest concerns, coordinating with resort departments, and ensuring smooth daily operations. The ideal candidate is passionate about hospitality, enjoys leading others, and is committed to delivering outstanding experiences for every guest.

RESORT BENEFITS

• Employee discounts on resort amenities, dining, and retail outlets

• Associate recognition and reward programs

• Department celebrations and team member events

• Career growth and development opportunities

• Beautiful mountain resort work environment

• Employee referral bonus program

• Health, dental, vision, and other benefits for eligible associates

CORE WORK ACTIVITIES

• Supervise Front Desk operations to ensure exceptional guest service and efficient daily operations

• Lead, motivate, and support Front Desk Agents while maintaining adequate shift coverage

• Welcome guests and provide exceptional service throughout their stay

• Assist with guest arrivals, departures, room assignments, and reservation inquiries

• Respond promptly and professionally to guest questions, concerns, and service requests

• Resolve guest issues and service recovery situations to ensure guest satisfaction

• Coordinate with Housekeeping, Engineering, Food & Beverage, and other departments to meet guest needs

• Train and coach front office associates on service standards, policies, and procedures

• Monitor cash handling procedures and ensure accurate processing of guest payments

• Assist with daily reporting, audits, and operational communications

• Report accidents, injuries, and unsafe work conditions to management

• Follow all resort policies, procedures, and service standards

• Maintain confidentiality of guest and company information

• Ensure personal appearance and uniform standards are maintained

• Perform other duties as assigned

QUALIFICATIONS

• Previous hotel front desk, guest services, or hospitality supervisory experience preferred

• Experience with hotel property management systems (PMS) preferred

• Strong leadership, communication, and conflict-resolution skills

• Excellent guest service and problem-solving abilities

• Ability to multitask and perform effectively in a fast-paced environment

• Professional, positive, and service-oriented attitude

• Basic computer proficiency and cash-handling experience

ADDITIONAL REQUIREMENTS

• Available to work a flexible schedule including mornings, evenings, weekends, and holidays

• Ability to stand, walk, and remain active for extended periods

• Ability to move, lift, carry, push, pull, and place objects weighing up to 25 pounds without assistance

• Reliable attendance and punctuality required

Zermatt Resort & Spa is an Equal Opportunity Employer committed to hiring a diverse workforce and fostering an inclusive workplace culture.

QUALIFICATIONS

• Previous hotel front desk, guest services, or hospitality supervisory experience preferred

• Experience with hotel property management systems (PMS) preferred

• Strong leadership, communication, and conflict-resolution skills

• Excellent guest service and problem-solving abilities

• Ability to multitask and perform effectively in a fast-paced environment

• Professional, positive, and service-oriented attitude

• Basic computer proficiency and cash-handling experience

ADDITIONAL REQUIREMENTS

• Available to work a flexible schedule including mornings, evenings, weekends, and holidays

• Ability to stand, walk, and remain active for extended periods

• Ability to move, lift, carry, push, pull, and place objects weighing up to 25 pounds without assistance

• Reliable attendance and punctuality required