Front Desk Supervisor - Eastern Slope Inn
Job Description
Job Description
Front Desk Supervisor - Eastern Slope Inn
Join the Berry Companies - Be a Part of Our Tradition and Future
The Berry Companies are a family of businesses led by founder and C.E.O. Joe Berry along with his senior leadership team. Collectively, the Berry Companies are a leading employer in the Mount Washington Valley, providing their team members with rewarding careers, and its customers with valuable experiences.
The Berry Companies owns and manages housing and lodging for the Mt. Washington Valley, including homes, condominiums, apartments, hotel rooms, suites, and vacation rentals. It also boasts a robust vacation ownership program that has been a leader in that industry since its inception.
We are now recruiting for a reliable and diligent Front Desk Supervisor to join our team to provide our vacation owners and guests outstanding service and leadership to our front desk team.
As a Front Desk Supervisor, you will:
Lead and support the front desk team in delivering service-exceptional vacation experiences to resort guests and owners. Ensure day-to-day front office operations run smoothly, meet brand standards (RCI/Revinate), and achieve measurable performance goals including Net Promoter Score (NPS), staff development, and operational efficiency. Act as the department lead in the absence of management.
ACCOUNTABILITIES (Rocks & Responsibilities)
Key Responsibility
Measurable
Deliver Excellent Guest Service
Surveys and Messages
Achieve 4.7+ average Revinate service rating; Maintain NPS score of 50+
100% response rate on survey and guest messages
Supervise Front Office Team
100% of new hires complete onboarding checklist within 10 days; Minimum 2 coaching/mentoring interactions per team member per month
Escalate and Resolve Guest Issues
Resolve 95% of escalated complaints within 24 hours; Track and reduce repeat complaint types by 10% quarterly
Ensure Front Desk Procedures Compliance
100% completion of daily cash balance, deposits, checklists, and incident reports
Manage Breaks and Report Schedule Needs
Ensure all mandatory breaks are taken at an appropriate time based on the day's schedule and in compliance with policy. Report short staffing and over staffing to Front Office Manager
Maintain Communication & Coordination
Attend 100% of department meetings; Submit weekly performance and issue report to Front Office Manager
Serve as Manager-On-Duty
Minimum 2 MOD shifts/month; Document MOD report with actionable follow-up in 100% of assigned shifts
Daily Check-list and Tasks
Daily check-list 100% complete every shift. Three pit checks and emergency reports updated three times a day. All guest hand outs and amenities full daily
CORE FUNCTIONS
- Act as lead support and mentor for Guest Services team during scheduled shifts
- Respond to and resolve escalated guest concerns professionally, timely, and effectively
- Oversee all guest interactions to ensure brand service standards are met or exceeded
- Lead onboarding, shadowing, and ongoing training of Guest Services Associates
- Conduct daily team huddles or shift briefings to communicate updates and goals
- Ensure adherence to operational procedures including:
- Cash handling and balancing
- Office supply stock
- Gift shop inventory
- Key control
- Incident reporting
- Collaborate with management to ensure staffing levels match forecasted demand
- Provide shift reports and performance feedback to Front Office Operations Manager
- Assume responsibility for Front Desk operations during MOD shifts or when management is off property
COMPETENCIES (Key Attributes)
- Guest-Centric Mindset: Always focused on creating exceptional guest experiences
- Leadership by Example: Professional, calm under pressure, approachable and reliable
- Proactive Problem Solver: Identifies issues early, takes initiative, drives solutions
- Coach & Communicator: Clear, consistent, supportive, and transparent
- Detail-Oriented: Ensures accuracy and compliance in all operational areas
- Flexible & Committed: Willing to cover shifts and fill in when needed
- Physically Capable: Able to stand for long periods, lift 25 lbs, and navigate stairs
What We Expect from You:
- 2+ years customer service experience (hospitality preferred)
- 1+ year in a supervisory or lead role
- Proficient in Microsoft Office and front desk software systems
- Strong communication, organization, and time management skills
What's In It For You:
- Competitive Compensation
- Health Insurance, including dental and vision insurance
- Generous Paid Time Off & Paid Holidays
- A company that Supports Work/Life Balance
- Lodging & Travel Discounts, Mini Vacations and Vacation Exchange opportunities.
- Support for Community Service
- Company & Department Celebrations (we throw the best company parties!)
- Mentorship programs; Career Development and Opportunities for Advancement
- 401(k) Matching
- Life, Accident, Critical Illness, and Short-term Disability insurance
- Paid Training and Tuition Reimbursement
When you work for the Berry Companies at the Eastern Slope Inn and Attitash Mountain Village, you become part of a long and successful tradition of hospitality in Mount Washington Valley. https://berry-cos.com/
For more information, please contact Vicki Chase, Berry Companies Director of Human Resources, at 603-356-6321 x6432 or email her at vchase@berry-cos.com
Job Posted by ApplicantPro