Front Desk Supervisor - Black Rock Mountain Resort

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.

At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.

Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

About our property:

Embrace a career surrounded by Utah's natural beauty, with Black Rock Mountain Resort offering a perfect balance of work and play in the picturesque landscapes of Heber City. As a hub for professional excellence, our resort provides modern amenities and a supportive community, inviting enthusiastic individuals to curate outstanding guest experiences against majestic mountains. Immerse yourself in a workspace that prioritizes both your well-being and career growth as Black Rock Mountain Resort becomes not just a workplace but a vibrant community where collaboration thrives. Explore the local charm of Heber City and neighboring attractions, creating a life you'll love in this welcoming environment. Join us, where your career journey meets adventure, and every day is an opportunity to shape the future amid the wonders of Utah's landscape!

What you will have an opportunity to do:

The Front Desk Supervisor plays a crucial role in ensuring the smooth operation of the Front Office, leading by example and setting a high standard for service excellence. This individual will supervise front desk staff, assist in guest services, and manage day-to-day operations while promoting teamwork and adherence to operational procedures.

ESSENTIAL FUNCTIONS:

• Guest Experience:
  • Help guests discover their “Wanderlust” experience by providing exceptional customer service, engaging with guests, and addressing their needs with sincerity.
  • Resolve guest complaints and concerns by going above and beyond to ensure guest satisfaction and "WOW" moments.

Front Desk Operations:

• Supervise the daily shift process, ensuring all front desk team members follow standard operating procedures (SOPs).
• Perform pre-assignment of hotel rooms, ensuring VIPs, repeat guests, packages, and special requests are properly handled.
• Manage the house bank and perform various transactions, including cashing checks, safe deposits, and refunds.
• Communicate critical information to the Manager on Duty to ensure all necessary tasks are completed smoothly.
• Team Leadership and Training:

• Supervise, coach, and mentor front desk staff, including resolving any issues, and providing feedback.
• Lead and manage the training and development of new Front Desk Agents, ensuring they provide exceptional customer service.
• Take charge of training WARM students, guiding them through front desk responsibilities and helping them build essential skills for their future careers in hospitality.
• Ensure ongoing development of all front desk staff by providing hands-on training, support, and consistent feedback.
• Interdepartmental Coordination:

• Collaborate closely with Maintenance and Housekeeping teams to ensure smooth day-to-day operations.
• Promote and sell special hotel programs, helping to drive revenue and enhance guest experience.
• Other Duties:

• Be knowledgeable of and able to implement emergency procedures and policies as needed.
• Assist other departments and support managers in the execution of hotel tasks and projects.
• Work flexible hours, including mandatory weekend shifts, to ensure proper staffing and operation.

What are we looking for?

Qualifications:

• High school diploma or equivalent.
• A minimum of 1-2 years of experience working in a Front Desk or similar customer-facing role.
• Strong leadership and interpersonal skills with the ability to motivate and coach a team.
• Ability to train, mentor, and support new employees, particularly students.
• Excellent communication skills and ability to interact with both guests and team members in a professional manner.
• Ability to multi-task and handle a fast-paced environment effectively.
• Knowledge of hotel systems and the ability to quickly learn new software programs.

PHYSICAL REQUIREMENTS:

Ability to sit or stand for extended periods of time. Must be able to lift up to 30 lbs. Ability to use office equipment such as a computer, telephone, and other office-related tools.

Compensation:

$23.00

$25.00

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.