Front Desk Supervisor - Eastern Slope Inn

Front Desk Supervisor - Eastern Slope Inn

Join the Berry Companies - Be a Part of Our Tradition and Future

The Berry Companies are a family of businesses led by founder and C.E.O. Joe Berry along with his senior leadership team. Collectively, the Berry Companies are a leading employer in the Mount Washington Valley, providing their team members with rewarding careers, and its customers with valuable experiences.

The Berry Companies owns and manages housing and lodging for the Mt. Washington Valley, including homes, condominiums, apartments, hotel rooms, suites, and vacation rentals. It also boasts a robust vacation ownership program that has been a leader in that industry since its inception.

We are now recruiting for a reliable and diligent Front Desk Supervisor to join our team to provide our vacation owners and guests outstanding service and leadership to our front desk team.

As a Front Desk Supervisor, you will:

• Lead and support the front desk team in delivering service-exceptional vacation experiences to resort guests and owners. Ensure day-to-day front office operations run smoothly, meet brand standards (RCI/Revinate), and achieve measurable performance goals including Net Promoter Score (NPS), staff development, and operational efficiency. Act as the department lead in the absence of management.

• Deliver Excellent Guest Service
  • Surveys and Messages:
    Achieve 4.7+ average Revinate service rating;
    Maintain NPS score of 50+; 100% response rate on survey and guest messages.
• Supervise Front Office Team
  • 100% of new hires complete onboarding checklist within 10 days;
    Minimum 2 coaching/mentoring interactions per team member per month.
• Escalate and Resolve Guest Issues
  • Resolve 95% of escalated complaints within 24 hours;
    Track and reduce repeat complaint types by 10% quarterly.
• Ensure Front Desk Procedures Compliance
  • 100% completion of daily cash balance, deposits, checklists, and incident reports.
• Manage Breaks and Report Schedule Needs
  • Ensure all mandatory breaks are taken at an appropriate time based on the day's schedule and in compliance with policy. Report short staffing and over staffing to Front Office Manager.
• Maintain Communication & Coordination
  • Attend 100% of department meetings;
    Submit weekly performance and issue report to Front Office Manager.
• Serve as Manager‑On‑Duty
  • Minimum 2 MOD shifts/month;
    Document MOD report with actionable follow‑up in 100% of assigned shifts.
• Daily Check‑list and Tasks
  • Daily check‑list 100% complete every shift. Three pit checks and emergency reports updated three times a day. All guest hand‑outs and amenities full daily.

• Act as lead support and mentor for Guest Services team during scheduled shifts.
• Respond to and resolve escalated guest concerns professionally, timely, and effectively.
• Oversee all guest interactions to ensure brand service standards are met or exceeded.
• Lead onboarding, shadowing, and ongoing training of Guest Services Associates.
• Conduct daily team huddles or shift briefings to communicate updates and goals.
• Ensure adherence to operational procedures including:
  • Cash handling and balancing
  • Office supply stock
  • Gift shop inventory
  • Key control
  • Incident reporting
• Collaborate with management to ensure staffing levels match forecasted demand.
• Provide shift reports and performance feedback to Front Office Operations Manager.
• Assume responsibility for Front Desk operations during MOD shifts or when management is off property.

• Guest‑Centric Mindset:
  Always focused on creating exceptional guest experiences.
• Leadership by Example:
  Professional, calm under pressure, approachable and reliable.
• Proactive Problem Solver:
  Identifies issues early, takes initiative, drives solutions.
• Coach & Communicator:
  Clear, consistent, supportive, and transparent.
• Detail‑Oriented:
  Ensures accuracy and compliance in all operational areas.
• Flexible & Committed:
  Willing to cover shifts and fill in when needed.
• Physically Capable:
  Able to stand for long periods, lift 25 lbs, and navigate stairs.

• 2+ years customer service experience (hospitality preferred).
• 1+ year in a supervisory or lead role.
• Proficie…