Front Desk Supervisor (Full-Time)

Employment at The Lake House offers a beautiful place to work in a fun, team-oriented, professional setting! Advantages of being a Lake House team member include:

• Paid Time Off during your first full calendar year for Full Time employees!
• Medical, Dental and Vision Benefits for Full Time employees!
• 401k with up to 4% Employer Match!
• Membership Discounts to the Sands Family YMCA
• FREE Lunch and/or Dinner during your shift!
• Robust and formalized training program to get you doing what you love as soon as possible!
• Rooms, Food & Bev, and Spa Discounts at The Lake House!
• Many Employee Discounts at The Lake House and through LifeMart!
• Company sponsored Community Service and Wellness Events!

Job Title: Front Desk Supervisor

Department: Rooms Division
Reports To: Front Office Manager 
Location: The Lake House on Canandaigua
Status: Full-Time | Hourly | Flexible Schedule (including Night Audit coverage)

Position Summary:

The Front Desk Supervisor plays a key leadership role in ensuring a seamless guest experience throughout all phases of arrival and departure. This position assists in the daily supervision of the Front Office team, coordinates with other departments to ensure operational excellence, and maintains the highest level of guest satisfaction and brand standards. The role also includes Night Audit coverage, requiring the ability to perform balancing, reporting, and overnight operational responsibilities.

Essential Duties and Responsibilities:

• Supervise and support daily Front Office operations, ensuring efficient and courteous guest service at all times.
• Serve as the Manager on Duty during assigned shifts, including overnight audit shifts.
• Balance daily revenue and prepare accurate financial reports in accordance with property and company standards.
• Train, coach, and mentor Front Office Agents to deliver exceptional guest service and maintain accuracy in reservations, billing, and cash handling.
• Respond promptly and professionally to guest inquiries, concerns, and service recovery situations.
• Ensure all shift checklists, reports, and logs are completed accurately and communicated effectively between shifts.
• Collaborate with Housekeeping, Engineering, and Food & Beverage teams to ensure smooth operations and timely room readiness.
• Maintain knowledge of hotel services, rates, and promotions, and promote upselling and loyalty program enrollment.
• Monitor front office systems and equipment, ensuring functionality and timely resolution of issues.
• Support a culture of teamwork, accountability, and operational excellence.

Qualifications:

• Minimum of 1–2 years of Front Desk or Guest Services experience, with at least 6 months in a leadership or supervisory role preferred.
• Prior Night Audit or accounting experience strongly desired.
• Strong knowledge of hotel PMS (e.g., Infor, Opera, Maestro, OnQ, or similar).
• Excellent communication, problem-solving, and organizational skills.
• Ability to work a flexible schedule, including weekends, holidays, and overnight shifts.
• High attention to detail and the ability to balance multiple priorities under pressure.
• Professional appearance and demeanor consistent with luxury service standards.

Physical Requirements:

• Ability to stand for extended periods and work overnight hours as needed.
• Lift, carry, or move up to 25 lbs. occasionally.

The Lake House believes in equal opportunity for all and is committed to ensuring all individuals have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.