Front Desk Supervisor - Highland Center

Title:             Front Desk Supervisor

Location:     Highland Center, Bretton Woods, NH

Reports to:  Highland Center Guest Services Manager

Salary:         $35,000 - $38,000

The AMC offers a strong benefits package:

Group Health Plan: 73% employer paid                               Vacation: Four weeks accrued each year      

Optional Dental Insurance at employee's cost                    Holidays: Ten paid holidays per year

Optional Vision Insurance at employee’s cost                    Free /discounted use of AMC Destinations      

Group Life Insurance: 100% employer paid                        Free AMC membership

STD/LTD/AD&D Insurance: 100% employer paid               Pro-Deals discounts on equipment and gear

Matching 403B with 4% vesting schedule

Founded in 1876, the AMC (www.outdoors.org) is the oldest conservation, education and recreation organization in the United States.  The AMC promotes the protection, enjoyment, and wise use of the mountains, rivers and trails of the Appalachian region.  The AMC encourages the involvement of all people in its mission and activities, through its membership, programs, policies, and procedures. 

Summary Description: 

The Front Desk Supervisor provides leadership and guidance for up to seven front desk employees at a busy outdoor program center. Led by the Supervisor, the front desk staff conducts nightly check ins of all arriving guests, answers questions for both day and overnight guests and runs point of sale registers for the retail store. The Supervisor should be adept at training and providing feedback to quickly hone the skills of seasonal staff at the desk.  Additionally, the Supervisor should be skilled in customer service, conflict resolution, and creative problem solving in order to uphold the quality service that Highland Center visitors expect. This position assists in the recruitment and hiring of new staff and independently maintains a round-the-clock schedule in the department.

Primary Responsibilities:

Supervise Front Desk Staff

• Schedule full-time and seasonal staff for around-the-clock coverage of the front desk in a way that reflects trends in lodge occupancy.
• Serve as location manager for Highland Center retail store.  
• Monitor inventory, maintain general upkeep, increase sales in the retail stores and instill responsibility for this work in the rest of the front desk staff. 
• Actively promote and provide up to date information on the services and programs of the AMC and encourage membership to support the club’s public service efforts.  
• Promote the sales of membership throughout the front desk team.
• Work closely with the Guest Services Manager and General Manager to recruit and hire qualified and reliable staff on a seasonal basis. 

Represent AMC Highland Center Front Desk

• Welcome, check-in, and assist day and overnight visitors and guests.  
• Accurately manage, create, or modify guest reservations for any AMC facilities as required.  
• Accurately and reliably oversee the cash handling and credit card transactions on both AM & PM shifts.  
• Provide supervision and guidance for seasonal employees and volunteers during shifts to ensure high standards of service and productivity.  
• Develop and implement training materials and onboarding schedules for incoming seasonal and full-time staff.
• Provide accurate and knowledgeable information and advice on a variety of topics such as seasonal backcountry conditions, White Mountain National Forest opportunities and policies, backcountry supplies and equipment, and area points of interest.  
• Work with Rescue Services staff on rescue incidents using established procedures and protocols. Accurately complete required post incident paperwork. 
• Safely respond to emergencies (fire alarm, medical, illegal activities) at the center while providing security for our guests, visitors, and employees. 
• Lead or assist in the delivery of guided site tours, “Dinner Talks”, and evening programs including greeting and orientation to visitor center opportunities and AMC programs and mission. 
• Travel to other AMC facilities for cross training, talent development and staffing support in emergencies.

Qualifications and Experience:

• Exceptional customer service skills and ability to be a team player within a detail-oriented, fast-paced environment. 
• Must be enthusiastic and enjoy working with the public. 
• Computer competency coupled with effective typing and strong written communication skills is required.  
• Prior knowledge of Maestro, Salesforce, Office 365 is helpful.  
• Prior hospitality experience is desirable. 
• Familiarity with the White Mountain National Forest and proactive attitude regarding AMC programs and mission is strongly preferred. 
• Must be willing to work weekends, holidays, mornings and evenings. 
• Physical requirements of this position include ability to work in an office setting, operate computers, stand for 8 hours a day and sit. 

The Appalachian Mountain Club has zero tolerance for child abuse or placing children in danger. The AMC requires all employees who work in a program or facility which serves children, disabled persons or the elderly to have a criminal background record check performed on their name annually with employment contingent upon satisfactory results.

Staff will be required to show proof that they are fully vaccinated against COVID-19 as a condition of employment. The AMC will consider an exemption from the vaccine requirement if they are unable to get vaccinated due to a qualifying medical disability or a sincerely held religious objection. An accommodation or exemption from the vaccine requirement will be considered if one is available that would not pose a direct threat to others in the workplace and would not create an undue hardship for the organization

The AMC is Equal Opportunity Employer and values diversity in the workplace. The AMC encourages the involvement of all people in its mission and activities, through its membership, programs, policies and procedures. Our goal is to be a community that is comfortable, inviting and accessible for people of any age, gender, race, religion, ethnicity, ability, sexual orientation or socioeconomic status. Join us!