We-Ko-Pa Resort - Guest Services Ambassador Supervisor

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Job Title:

GUEST SERVICES AMBASSADOR SUPERVISOR

Location:

Scottsdale, AZ;
Fort McDowell, AZ, US

The Front Desk Supervisor will oversee the daily operations of the front desk at a luxury four‑diamond resort, ensuring guest satisfaction by maintaining high service standards and resolving any issues. This role includes supervising the front desk staff, managing check‑in/out processes, assisting with guest requests, and maintaining a welcoming and efficient environment in line with the resort's premium standards.

• Provide exceptional guest service to external and internal guests by maintaining and exhibiting the We‑Ko‑Pa Way:
  Smile and Greet, Name and Meet, Thank you, and Goodbye. Essential functions may include the following tasks: knowledge, skills, and other characteristics.
• Ensure a seamless guest experience by overseeing front desk operations, including check‑in/out, room assignments, and guest inquiries.
• Manage and lead the front desk team, including training, scheduling, and performance evaluations, to maintain a high level of service.
• Address and resolve guest concerns or complaints promptly and professionally, escalating issues when necessary.
• Uphold the resort's standards for guest service, ensuring consistent delivery of four‑diamond quality service.
• Oversee guest billing, folio management, and accurate financial transactions at the front desk.
• Liaise between departments (Housekeeping, Engineering, Concierge, etc.) to ensure smooth coordination and enhanced guest service.
• Train new front desk associates on systems, procedures, and service standards, fostering a team‑oriented environment.
• Ensure compliance with health, safety, and legal standards at all times.
• Utilize and oversee the property management system (PMS) for accurate guest information, bookings, and payment processing.
• Assist in preparing and presenting operational reports to management, including guest feedback, performance metrics, and front desk productivity.

• Experience:
  
  2–3 years in a front desk or supervisory role in a luxury hotel or resort environment. Four‑diamond experience preferred.
• Education:
  
  Degree in hospitality management or a related field preferred, or equivalent work experience.
• Strong leadership and organizational skills.
• Excellent communication and interpersonal skills.
• Proficient in hotel property management systems (e.g., Agilyss, Opera, PMS).
• Ability to multitask and remain calm under pressure.
• Strong problem‑solving and decision‑making abilities.
• Availability:
  Must be available to work flexible hours, including weekends and holidays.