Crags Lodge | Front Office Supervisor

Crags Lodge | A Vivamee Hospitality Property

At VIVMEE Hospitality, our culture is grounded in our core virtues:

• JOY - We genuinely enjoy serving others and winning together as a team
• HUMILITY - We respect and uplift one another, always willing to learn and support
• MINISTRY - We view hospitality as a meaningful act of service, creating transformative guest experiences

We hire, develop, and recognize team members based on these values. Candidates who are inspired to grow within these virtues will thrive in our organization.

Position Overview

The Front Office Supervisor is responsible for overseeing the daily operations of the hotel's front desk and ensuring exceptional guest service. This role supervises front office staff, coordinates guest check-in and check-out processes, resolves guest concerns, and supports the Front Office Manager in maintaining operational efficiency, service quality, and revenue goals. The Front Office Supervisor serves as a key point of contact for guests and plays a critical role in creating a positive guest experience.

Guest Service & Satisfaction

• Ensure all guests receive professional, courteous, and prompt service.
• Manage guest check-in and check-out procedures efficiently.
• Address and resolve guest complaints, concerns, and special requests.
• Maintain high guest satisfaction standards and service quality.
• Act as the primary contact for escalated guest issues during shifts.

Team Leadership & Supervision

• Supervise front desk agents, receptionists, bell staff, and other front office personnel.
• Provide coaching, training, and ongoing performance feedback.
• Assist with scheduling and shift assignments to ensure adequate staffing.
• Monitor employee productivity and adherence to hotel policies and procedures.
• Support onboarding and training of new team members.

Operations Management

• Oversee daily front office operations and ensure smooth workflow.
• Monitor room availability, occupancy status, and reservation accuracy.
• Coordinate with housekeeping, maintenance, and other departments regarding guest needs.
• Ensure proper cash handling, billing, and payment processing procedures.
• Conduct shift handovers and communicate important operational updates.

Administrative Duties

• Prepare and review daily reports, occupancy reports, and guest feedback.
• Maintain accurate guest records and reservations in the Property Management System (PMS).
• Ensure compliance with hotel standards, safety regulations, and security procedures.
• Assist management with audits, inventory controls, and process improvements.

Revenue & Performance Support

• Promote hotel services, amenities, and upselling opportunities.
• Assist in achieving occupancy, revenue, and guest satisfaction goals.
• Monitor room rates and support revenue management initiatives.

Education Requirements

Required

• High School Diploma or GED.

Preferred

• Associate's Degree or Bachelor's Degree in:
  • Hospitality Management
  • Hotel and Restaurant Management
  • Business Administration
  • Tourism Management
  • Related field

Qualifications

Required Qualifications

• 2-5 years of hotel front office or hospitality experience.
• Previous supervisory or team leadership experience.
• Strong customer service and conflict resolution skills.
• Experience with hotel reservation and Property Management Systems (PMS).
• Excellent verbal and written communication skills.
• Ability to work flexible schedules, including evenings, weekends, and holidays.
• Proficiency in Microsoft Office applications.

Preferred Qualifications

• Experience with MEWS PMS.
• Knowledge of hotel operations, reservations, and revenue management principles.
• Strong organizational and problem-solving skills.
• Ability to perform effectively in a fast-paced environment

What We Offer

• Competitive salary (based on experience)
• Growth opportunities within VIVMEE Hospitality
• Collaborative and values-driven culture
• Opportunity to work in a unique, high-end event environment

Apply Today

If you are passionate about creating unforgettable moments and delivering exceptional guest experiences, we invite you to apply and become part of the VIVMEE Hospitality team at Crags Lodge.

Disclaimer

"This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments)."

Crags Lodge is an Equal Opportunity Employer. In Compliance with the American with Disabilities Act, Crags Lodge may provide reasonable accommodation to qualified individuals and encourage both prospective and current employees to discuss potential accommodation with the employer.