Front Desk Supervisor - Full Time

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.

Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.

Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.

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About our property:

What you will have an opportunity to do:

The Front Desk Supervisor is a key leader within the Front Office team, responsible for supervising daily operations and delivering exceptional guest experiences from arrival through departure. This role ensures a seamless, personalized, and memorable stay for every guest while supporting team performance, operational efficiency, and service excellence.

The Front Desk Supervisor serves as a visible leader on the floor, embodies Lake Arrowhead Resort & Spa’s guest-first culture, and leads in alignment with Pyramid Global Hospitality’s values of People First, Integrity, and Excellence.

Lake Arrowhead Resort & Spa is a premier Southern California mountain destination where every guest interaction shapes a lasting memory. As part of Pyramid Global Hospitality, we are committed to a people-first culture, delivering exceptional hospitality experiences through teamwork, respect, and service excellence.

At our core, “Guests Are Our Purpose.” Every moment—from first impression to departure—is an opportunity to create genuine, memorable connections that drive loyalty and advocacy.

Guest Experience & Service Leadership

• Champion a culture of warm, genuine, and personalized guest service aligned with Lake Arrowhead Resort & Spa standards
• Lead by example at the front desk, creating strong first impressions and memorable guest interactions
• Anticipate guest needs and deliver “plus one” service moments that exceed expectations
• Resolve guest concerns quickly and professionally, ensuring service recovery that builds guest loyalty
• Monitor guest feedback and escalate opportunities for service improvement

Front Desk Operations

• Supervise daily Front Desk operations including check-in/check-out, room assignments, and guest communications
• Maintain efficient flow of arrivals and departures, minimizing wait times and improving guest satisfaction
• Ensure compliance with Front Office policies, procedures, and brand standards
• Perform Front Desk duties as needed, including cash handling and PMS transactions

Rooms Coordination & Communication

• Partner closely with Housekeeping to manage room readiness, priorities, and inventory
• Monitor arrivals, departures, VIPs, and special requests to optimize room availability and guest satisfaction
• Communicate real-time updates on room status and operational priorities across departments
• Support group arrivals and ensure readiness for high-volume or VIP business

Team Leadership & Development

• Supervise, coach, and support Front Desk associates during assigned shifts
• Reinforce service standards, accountability, and performance expectations
• Assist in onboarding and training new employees
• Foster a positive, respectful, and team-oriented work environment

Financial & Operational Accountability

• Support leadership in managing payroll, scheduling, and labor productivity
• Promote upselling opportunities and revenue-driving initiatives at the Front Desk
• Ensure accuracy in cash handling, billing, and daily transactions
• Follow internal controls and operational procedures to protect company assets

Compliance & Risk Management

• Ensure compliance with all federal, state (California), and local labor laws
• Maintain standards for safety, security, and guest privacy
• Follow emergency procedures and support resort safety initiatives

Pyramid Global Hospitality Values Alignment

This role is expected to model and reinforce PGH values in all interactions:

• People First: Create a respectful, supportive environment for guests and team members
• Integrity: Act with honesty, professionalism, and accountability at all times
• Excellence: Deliver exceptional service and continuously strive to exceed expectations

What are we looking for?

Qualifications:

• 2+ years of Front Desk or Guest Services experience in a hotel or resort environment required
• Previous supervisory or lead experience preferred
• Strong guest service, communication, and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment
• Experience with property management systems (Opera preferred)
• Flexible schedule, including evenings, weekends, and holidays

Physical & Work Environment

• Ability to stand for extended periods
• Frequent interaction with guests and team members
• Ability to lift up to 25 lbs as needed
• Work performed in a fast-paced hotel environment

Why Join Us

At Lake Arrowhead Resort & Spa, you are part of a team committed to creating unforgettable experiences for guests while supporting your growth and development. As part of Pyramid Global Hospitality, you will work in a culture that values people, encourages innovation, and celebrates excellence.

Compensation:

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Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.