Front Office Supervisor

Front Office Supervisor

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.

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

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

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

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