Front Desk Supervisor

Conveniently located just off world-famous International Drive in Orlando, Florida, the dual-tower Westgate Palace Resort offers you the ideal opportunity to meet and engage with guests from around the world who arrive here to experience Central Florida’s world-famous theme parks and attractions. Enjoy the surroundings and excitement that our world-class resort offers as a member of the Westgate Palace team. 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.

Are you a natural leader with a passion for delivering exceptional guest experiences? We're seeking a talented individual to join us as a key player in our Front Office team. If you thrive in a dynamic environment, excel in guest service, and embrace core values of integrity and passion, this role is for you!

As the Front Desk Supervisor, you will: 

• Leadership and Management: schedule and provide direction to the Front Office team members as required, ensuring seamless coordination and service delivery. Stepping in as the Manager on Duty during the absence of the General and Front Office Manager, you supervise the Front Desk, Night Auditors, and Guest Services Agents, maintaining a high level of service quality.
• Guest Registration and Services: warmly greet guests, handle their registration process, assign rooms, and enter their information into the property management system, ensuring a smooth check-in experience. As well as collecting security deposits upon guest check-in and explaining room charges, you accept payments through various methods, including cash, check, or credit cards, and issuing room keys and facilitating the check-out process are vital aspects of your role.
• Communication and Guest Services: manage all incoming phone calls to the front desk and operator, transferring them as needed. Duties include adapting phone settings to guests' requirements and providing assistance and information about hotel services, registration, and local amenities. Keeping an eye on room occupancy and availability ensures efficient room allocation and guest satisfaction.
• Financial Transactions: as part of your responsibilities, you compute bills, collect payments, provide change to guests, handle cash, and process credit card payments and credits.
• Reservations and Record-Keeping: manage reservations, ensuring accuracy and timely confirmation, and post charges such as room rent, phone usage, and miscellaneous fees to guest folios.
• Problem-Solving and Training: the role involves actively listening to guests and finding solutions to their concerns, ensuring their satisfaction.
• Financial Management: balancing all cash, credit card, and other postings to the daily report at the end of your shift ensures accuracy in financial transactions. Also, making cash deposits in the safe maintains financial security.
• VIP Coordination and Training: Coordinating with housekeeping for VIP guests' arrivals enhances their experience. You play a pivotal role in training new Front Desk personnel to uphold service standards.

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.

• Must be able to lift up to 15lbs
• Must be able to stand for long periods of time
• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
• Strong written and verbal communications skills with the ability to interact with all levels of team members and guests in an attentive and service-oriented manner
• Excellent customer service skills

Why Westgate?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.) 
• Advancement & development opportunities
• Community Involvement Programs

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 [email protected] 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.