Guest Services / Front Desk Supervisor

About UsThe Equinox Golf Resort & Spa is a historic resort destination with deep roots, a strong sense of place, and a reputation for elevated hospitality in one of New England's most scenic destinations.Established in 1769 and set against the backdrop of the Green Mountains, the property blends timeless charm with modern amenities, including a championship 18-hole golf course, full-service spa, multiple dining outlets, and extensive meeting and wedding space.As a four-season destination, The Equinox attracts a diverse mix of leisure, corporate, and event guests year-round, providing team members with dynamic, well-rounded hospitality experience. For candidates who value teamwork, elevated service standards, and professional growth within a destination resort environment, The Equinox also offers the added benefit of working in the vibrant yet close-knit community of Manchester - a town known for its outdoor recreation, scenic beauty, and exceptional quality of life.The Equinox Resort & Spa is newly managed by EOS Hospitality. Visit us online at www.equinoxresort.com and www.eoshospitality.com for more information about the amazing ways we're making a difference.Job SummaryProvide telephone services for guests, vendors, and all incoming inquiries and direct calls to the appropriate personnel.Adhere to all provided KRC service scripts when addressing guests in person or over the phone.Greet and welcome all guests in a professional and hospitable manner. Interact with guests in a respectful, cheerful, and polite manner. Engage to ensure we are meeting all guests' needs.Build welcome packets and issue keys as assigned.Direct guests as they arrive onto the property accordingly.Check in guests upon arrival and securely provide them with a room key. Communicate all necessary property and area information for them to have a successful stay.Verify guests' identification upon check in and as needed upon room key requests.Verify guest payment method at check in and check out. Complete the necessary authorization upon check in, and final processing of payment upon check out.Have full knowledge of all parking options on property.Be informed of all events taking place on property.Assist guests in getting luggage to their rooms. Work closely will drivers and front desk agents to maximize guest experience.Be fully knowledgeable of guest charges and fees and be able to explain fees and charges to guests.Monitor guest accounts and post necessary charges as they occur. Monitor guest room charges posted by the restaurant and through group events.Review accounts and charges with guests during the checkout process. Print a final folio/invoice for guests review prior to collecting final payment and answer any billing questions.Monitor and assign rooms in guest services system as reservations come in. Advise housekeeping staff when rooms have been vacated and are ready for cleaning.Working knowledge of all rates, packages, groups, and booking restrictions.Have a thorough working knowledge of hotel guest services/property management system.Awareness of guestroom availability.Inspect guest rooms for arrival.Review administered reports daily, such as in-house rooming list, arrivals and departures.Communicate closely with other departments, such as when a guest reports a maintenance work order or housekeeping issue to be addressed. Use Whistle to submit maintenance tickets and monitor cross-departmental communication during shift.Receive and expedite all guest messages, packages, and mail received.Make and confirm reservations over the phone as staffing allows and when the reservations department is not available. Work closely with centralized reservations team to align on room deposits, specialty reservations, VIPs, and groups.Interdepartmental communication via email and Microsoft teamsAnswer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions. Work closely with concierge when appropriate and necessary.Monitor completion of Front Office shift reports/communication daily.Maintain the lobby, sitting areas, and front desk area, ensuring beverage and snack stations are replenished and clean. Fix any uncleanliness, waste, newspapers/brochures, etc.Set up signage for events and prepare areas for programming or activities functions.Assist Guest Service Manager with inventory of breakfast/housekeeping dry good, ordering, and placing away orders.Handle and oversee all lost and found inquiries, following proper guidelines. Work with housekeeping to ensure all items are reported, logged, and returned to the guest as soon as possible.Securely retain guests' valuables in hotel safes or safe-deposit boxes as requested.Responsible for safekeeping and issuance of managerial keys.Responsible for safety and handling of department banks and any cash drawers. Count bank /with witness upon shift turnover. Ensure cash and any bank keys remain secure for duration of shift.Post and drop/deposit all incoming revenue per shift.Assist in training new staff as requested.Review amenity orders for incoming arrivals. Make amenity deliveries to guest rooms as required.Set up continental-style lobby coffee/tea service for guests daily.Build and maintain controlled fires in guest fireplaces and outdoor fire pits.Supervise shift process to ensure productivity, guest satisfaction, and organization.Conduct pre-assignment of guest rooms with focus on VIPs and special requests to anticipate and ensure satisfaction.Work closely with Maintenance and Housekeeping teams to collaborate on guest experience and interdepartmental communicationAssist in training new Front Desk Agents, Concierge, and Bellpersons.Assist in scheduling and labor management as needed including filling in for subordinate teammates when possible.We are proud to offer competitive wellness options and perks for both our Part Time and Full Time employees:Time off package including state VT Sick time for all employees, as well as a generous PTO plan plus 10 paid Holidays for full-time status employeesEOS Family Matters Program of 3+ months fully paid parental leave for new parentsRetirement savings option of 401k with employer match of up to 4% for all employeesComplementary $25K in Life insurance and $1K/mo. in long-term disability coverage for full-time employeesOptional additional Disability, Life and AD&D, Critical Illness, and Accident Insurance optionsCompany-funded Employee Assistance Program for life challenges and mental health resourcesAdditional Health & Wellness benefits including prescription and gym membership discountsCompetitive wages with ongoing market analysisAnnual performance evaluations with eligible compensation adjustmentsEOS Employee/Immediate Family Lodging Rates as low as $59 per nightEOS Friends and Family Lodging DiscountsEOS Dining Discount of 50% Off F&B at EOS Hospitality portfolio locations during travelDiscounted lodging rates from New England Inn & Resort Association partnersPathways for growth and professional development including structured training and EOS Educational Reimbursement ProgramInternal referral bonus programs up to $500 per referralIncentive opportunities for both hourly and managerial rolesSupportive, open workplace culture with flexible and understanding work-life equalityCompensationThis is an hourly position with the opportunity for full-time hours and a potential wage range of $20.00 - $23.00 per hour. Final compensation package offer is subject to change based on a variety of complex factors unique to each candidate including experience, education, skill set, and applicable certifications.Key Skills & Experience Required3+ years direct customer service experience, hotel/lodging environment highly preferredPrior leadership experience a plusHigh School diploma/GEDProficient with computers and learning technical systemsStrong understanding of lodging operations; reservations, appropriate guest service etiquette, etc.Successful completion of satisfactory background checkDemonstrates natural leadership qualities with a positive, team-focused attitudeAvailable and willing to work flexible hours based on business needs including weekdays and weekends.Demonstrates strong communication, organizational, and problem-solving skills.Expresses sincere enthusiasm for the role and passion for guest service excellenceMust know how to prioritize, delegate, and respond in a timely fashion. Able to work under pressure, multi-task, and stay focused while maintaining hospitality.Essential Functions of the JobAbility to remain standing for up to 8 hoursAbility to remain seated for up to 8 hoursAbility to walk the property and grounds frequentlyAbility to move up and down stairs regularlyAbility to move quickly based on guest needsAbility to regularly move and lift up to 30 lbs.Ability to use repetitive manual dexterity, such as typing and writingAbility to bend, stretch, and reach frequently, including above head, and repetitively during a shiftAbility to visibly survey property areas clearly with an eye for detailAbility to view a digital computer/tablet screen for extended period of time, up to 8 hoursAbility to communicate and exchange information effectively, often in a public/group settingAbility to read, write, speak, and understand EnglishAbility to complete a satisfactory background checkAbility to perform assigned tasks, operate equipment, and complete job duties in a safe mannerAbility to work flexible hours based on business needs including midweek and weekend days