The Operations Supervisor is primarily responsible for overseeing all front desk operations, with a focus on check-in and check-out services and guest requests. This role also includes supervisory responsibilities for Food and Beverage Outlets and Public Attendants when serving as Manager on Duty (MOD). The position ensures smooth daily operations, maintains high service standards, and promotes a positive heartfelt experience across all supervised areas.

-Utilize Property Management System (PMS) to accurately navigate guest reservations, inventory management, room assignments and upgrades as needed, reconciliations and reporting.

-Analyze OTA performance metrics and prepare reports for management; Stay updated on OTA market trends and competitor pricing strategies.

-Generate and review daily reports, including occupancy, arrivals, and departures.

-Perform, monitor and resolve financial transactions accurately and efficiently. Oversee the collection of deposits for prepaid reservations.

-Supervise, train, schedule and hold accountable guest service agents, adhering to a high level of standard and efficient operation; delegate and assign tasks as needed.

-Assist with hiring and onboarding new associates.

-Manage and resolve guest issues and emergencies in real time.

-Monitor guest experience to ensure satisfaction and respond to reviews and guest concerns verbally and in writing, via 3^rd party channels or email.

-Work closely with leadership and associates to ensure staff is attending and certified in all required trainings and following all hotel policies and procedures.

-Oversee lost & found procedures and related software.

-Oversee cash handling, assist with bank counts, and financial procedures across departments.

-Support daily floor coverage (MOD coverage) and assist in guest satisfaction, during peak times and providing breaks (e.g., General Store, Kitchen, Bar). Verify staff uniform compliance and be prepared to cover shifts if necessary, including night audit.

-Coordinate with other hotel departments, such as central reservations, housekeeping and maintenance, food and beverage, to ensure a seamless guest experience.

-Participate in and oversee daily huddles and shift transitions to ensure proper communication and preparedness.

-Prepare and distribute amenity forms to relevant departments.

-Assist with sauna appointments and coordination with public attendants.

-Provide clean and safe work environment by ensuring associates are completing assigned checklists for their area of responsibility.

-Manage inventory and supplies for front desk and public areas.

-Conduct property walks (internal and external) to maintain cleanliness and identify maintenance needs.

-Prepare and send comprehensive shift pass-along notes.

-Assist with implementation and maintenance of new technologies and systems.

-Any other tasks as assigned by the Operations Manager and/or GM.

Education:  Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills and abilities.  High School Diploma required. College degree preferred.

Experience:  Prior hotel/resort and supervisory experience required; front office/guest preferred.

Certificates or Licenses:  N/A. CPR certification is a plus.

Knowledge, Skills and Abilities:  Superior service and training skills; computer/PMS savvy; hotel/leisure knowledge, proactiveness and problem-solving and ability to communicate with credibility and confidence.

Personal Characteristics

-Ethical, honest, with a hands-on, appreciative and detail-oriented leadership style.

-Effective communicator in English, both verbally and in writing.

-Professional appearance appropriate for High Country Motor Lodge.

-Positive attitude and ability to motivate team members.

-Attendance as scheduled is a critical element in all positions at High Country Motor Lodge.

-Ability to work flexible hours, including evenings, weekends and holidays.

-May require extended periods of standing, walking and light lifting.

-Fast-paced, sometimes loud environment requiring quick thinking and adaptability.

High Country Motor Lodge’s associates believe each guest should be treated with a genuine sense of appreciation, respect and professionalism. We create a feeling of genuine hospitality, enticing our guests to return again and again. In order to be successful at HCML, associates must share our purpose and pillars. Our friendly, engaging and enthusiastic associates treat every guest as if they were our only guest. A true guest focus is essential for success at our property.