Front Desk Supervisor

Job Description

As the Front Desk Supervisor, you will: 

The Front Desk Supervisor directly oversees the daily operations of the Front Desk team, ensuring all tasks are completed efficiently and in alignment with company policies and applicable laws. This role is responsible for interviewing, hiring, and training new team members, as well as planning, assigning, and directing their work. The supervisor also conducts performance evaluations, provides coaching and recognition, and administers corrective action when needed. Additionally, this position handles guest and team member concerns, addressing complaints and resolving issues promptly to maintain a high level of service and operational excellence. You will demonstrate Westgate’s core values of Passion, Integrity, and Work Ethic in every interaction with guests and team members.

• Trains new Front Desk staff on procedures, systems, and service standards.
• Organizes Front Desk meetings and communication updates.
• Creates and manages Front Desk schedules to ensure proper coverage.
• Greets and registers guests, assigns rooms, and ensures a smooth check‑in experience.
• Handles incoming and outgoing calls, including message transmission and retrieval.
• Responds to guest inquiries regarding hotel services, amenities, and registration.
• Maintains accurate records of room availability, guest accounts, and folios.
• Processes payments, computes bills, collects funds, and issues change.
• Manages reservations, including making and confirming bookings.
• Prepares daily reports such as credit limits and cash summaries.
• Reviews daily arrivals and departures to ensure readiness and accuracy.
• Coordinates with housekeeping for VIP arrivals and special requests.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What You Will Bring:

• Must work weekends and holidays, including night shifts (i.e. Second shift & Late second shift, 5:30pm-2am or 11pm-7am).
• Must be able to lift up to 15lbs.
• Must be able to stand for long periods of time.
• Strong written and verbal communications skills with the ability to interact with all levels of team members and guests in an attentive and service-oriented manner.
• Excellent customer service skills.
• Westgate Resorts is a Smoke and Tobacco-Free workplace. Except where prohibited by law, applicants who smoke or use tobacco products will not be considered for positions at Westgate.
• Required to pass a background check, drug test, and prove eligibility to work in the United States.

Education:

• High school diploma or general education degree (GED); or one to three months of related experience and/or training; or equivalent combination of education and experience.

Additional Information

Why Westgate?  

• Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
• Paid Time Off – Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – Access Your Earnings When You Need Them
• Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) – Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents After 1 Year of Service
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [email protected] with the job title and the location of the position for which you are applying. This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.

Compensation: N/A to 18.5 (USD) (HOURLY)