Front Desk Supervisor

We are an organization that is built on the idea of service to others and on the idea of making dreams come true. In order to achieve these goals, we expect all employees to fulfill the Services Philosophy and the Service Standards in all interactions with guests and fellow employees.

Supervises Front Desk, Night Auditors and Guest Services Agents.

As Front Desk Supervisor, you will:

Schedule and direct Front Office team members as needed

Serve as Manager on Duty in the absence of the Director and Front Office Manager

Greet, register, assign rooms to guests and input information into property management system

Collect and post security deposit as each guest checks in

Explain room charges to guest and accept payment by cash, check or credit cards

Issue room keys

Check guests out of property management and phone system

Answer all phone calls to the front desk and operator, transfer calls as needed

Turn on or restrict guest phones as needed

Answer inquiries pertaining to hotel services; registration of guests; and shopping, dining, entertainment, shuttle and travel directions

Remain aware of room occupancy and availability

Compute bills, collect payments, and make change for guests

Handle and count cash and process credit card payments and credits

Makes and confirms reservations

Able to listen and find solutions to guests problems

Balance all cash, credit card and other postings to the daily report at end of shift

Makes cash deposit in safe

Coordinate with housekeeping when VIP Guests arrive

Train all new Front Desk personnel

To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares our commitment.

Prior customer service or hospitality experience required; strong communication skills across phone, email, and in-person interactions

Ability to multitask and manage guest inquiries, reservations, and cashiering duties with accuracy and efficiency

Confident problem-solving skills with a positive, professional demeanor in all guest interactions

Team-oriented mindset with flexibility to work varied shifts, including evenings, weekends, and holidays

Required to pass a background screen, drug test, and prove eligibility to work in the United States

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

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 WGAccommodations@wgresorts.com 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.

Adjacent to Great Smoky Mountains National Park, the most-visited national park in the country, Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee, provides an amazing work environment with refreshing mountain breezes and spectacular views of the beautiful Great Smoky Mountains. As a member of the Westgate Smoky Mountain Resort team, you will meet and engage with guests who have arrived to enjoy all the Great Smoky Mountains have to offer and help them experience our world-class amenities such as the state-of-the-art Wild Bear Falls water park. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences and supporting your career growth where you are or at 60+ resorts across the company.