Front Operations Supervisor

Front Operations Supervisor 

As the Front Operations Supervisor at Alyeska Resort, you will play a pivotal role in elevating the guest experience. You will be responsible for the leadership, supervision, and successful operation of the Front Desk & Concierge departments. This full-time leadership opportunity is based out of the Alyeska Resort in Girdwood, Alaska, and offers an excellent compensation and benefits package. 

Position responsibilities: 

• Oversee and manage front desk operations, ensuring smooth check-ins, check-outs, and guest inquiries. 

• Coordinate and schedule front desk staff to ensure adequate coverage during peak and off-peak hours. 

• Provide exceptional customer service by addressing guest concerns, resolving issues, and ensuring guest satisfaction. Respond to weekly survey comments, with accurate information and with a positive attitude to ensure guest satisfaction.   

• Train and onboard new front desk staff, ensuring they understand policies, procedures, and guest service standards. 

• Supervise the appropriate selection of rooms, based on guest needs, code keys, and instructions as per the Front Desk Manager. 

• Collaborate with other departments to ensure seamless communication and efficient guest services. 

• Ensure quality group experience through effective coordination with Sales department. 

• Handle financial transactions, including cash handling, credit card processing, and billing inquiries. 

• Maintain a clean and organized front desk area, adhering to the highest standards of professionalism. 

• Monitor and maintain inventory of guest supplies, brochures, and promotional materials. 

• Assist in the creation and implementation of guest service protocols and standard operating procedures. 

• Ensure compliance with standard operating procedures and departmental policies and liaise with other managers as appropriate. 

• Address and resolve any technical issues related to the front desk software and equipment.  

• Develop clear understanding of Front Operations, including Night Audit, Bell Desk, Guest Services, Recreation, and Reservations; and assist in these areas as needed. 

• Act as a Front Desk Agent when short staffed, during times of reduced labor demands. 

• Maintain knowledge and ability to train staff on safety and compliance matters, including Department OSHA regulations; Safety Data Sheets (SDS), Emergency Action Plans (EAP), and Injury and Illness Prevention Program. 

Essential skills and experience:   

• Previous experience in a front desk or guest service role within the hospitality industry. 

• Strong leadership and supervisory skills with the ability to motivate and guide a team. 

• Exceptional customer service skills and the ability to handle guest inquiries and concerns tactfully and professionally. 

• Excellent communication skills, both verbal and written, for effective interaction with guests, staff, and management. 

• Proficiency in hotel management software and reservation systems, preferred. 

• Problem-solving aptitude to quickly address issues and find suitable solutions. 

• Detail-oriented mindset to ensure accuracy in guest information, bookings, and billing. 

• Flexibility to work varied hours, including evenings, weekends, and holidays as needed. 

• Ability to handle fast-paced and high-pressure situations with a calm and composed demeanor. 

• Knowledge of local attractions, activities, and services to assist guests with inquiries. 

• Understanding of financial procedures related to guest transactions and billing. 

• Knowledge of Microsoft Excel, Microsoft Word, and Microsoft PowerPoint. 

Why Alyeska? 

Alyeska Resort is a 300+ room resort which includes a Nordic Spa and Ski Area, nestled in the mountains of Girdwood, Alaska located 45 minutes south of Anchorage. Alyeska Resort is an incredible place and Girdwood is a friendly, lively town where residents value both outdoor adventure and community spirit. Alyeska Resort offers the type of atmosphere where our employees are able to work hard and play hard and are encouraged to share their enthusiasm with our guests. 

Offering year-round and seasonal opportunities, working at Alyeska Resort is both rewarding and exhilarating. Alyeska Resort offers many exciting career opportunities, beautiful surroundings and exciting employee benefits including: 

• Vision, Dental, and Medical Insurance for regular full-time employees 

• Paid holiday and paid time off (Vacation and Personal) 

• Free Season Pass for employees and qualified dependents 

• Roth 401(k) and 401(k) Retirement Savings Plan 

• Discounts for rooms at The Hotel Alyeska and affiliate hotels 

• Discounts in Resort restaurants, shops, and Nordic Spa 

Family, Quality, Winning, Industry and Honesty: Our people realize that relationships rooted in trust, honesty, respect and gratitude are essential to all. We never get a chance to make a second first impression. Success is planning the details. We are focused and committed to doing what we say and accepting feedback as a gift. 

Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Physical demands: Ability to lift up to 25 pounds, bend, stoop, walk, push or pull heavy equipment and stand for extended periods of time. 

• Work Environment: This role occasionally involves extended hours and weekends to accommodate peak business periods and deadlines. Operating within a dynamic, guest-centric setting, you will interact frequently with staff, guests, and stakeholders.  

Alyeska Resort is an Equal Opportunity Employer and a Drug-Free Workplace. All resort employees must possess current documentation showing they are eligible for employment in the United States. Alyeska Resort accepts applications for currently available positions only, and does not accept applications for “general employment.” Preference may be given to local candidates, as relocation may not be available.