Guest Services Desk Supervisor (Front Desk) in Scottsdale, Arizona at FRANCISCAN RENEWAL CENTER INC

The Franciscan Renewal Center is a nonprofit Catholic retreat center and home to Our Lady of the Angels Church, located in Paradise Valley. Founded in 1951 by the Order of Friars Minor, we seek to follow in the footsteps of Saints Francis and Clare of Assisi with our commitment to our mission of renewing lives through spiritual growth, healing and transformation, and service to others. The FRC staff and volunteers are passionate about our shared work that ultimately provides a peaceful and welcoming experience for all who come here.

We serve our mission by providing:
• Retreats, meeting and conference space for faith-based and nonprofit organizations
• Joyful worship with Franciscan friars at Our Lady of the Angels Church, and additional support to our dynamic faith community with faith formation and spiritual education
• Service and outreach programs for the poor and vulnerable
• Counseling, therapy, and support groups

Come join the Franciscan Renewal Center as our Guest Services Desk Supervisor and help create a warm, welcoming experience for every guest who enters our doors. In this highly visible, hands-on leadership role, you will guide and support a dedicated team of staff and volunteers, oversee the daily operations of the Guest Services Desk, and strengthen the processes that keep our hospitality services running smoothly.

We are looking for an experienced hospitality professional who leads with patience, professionalism, and initiative; remains calm in difficult situations; and is committed to serving others in a manner that reflects our Franciscan mission and values. This fully onsite position requires a flexible schedule, including mornings, evenings, weekends, and major holidays based on operational needs.

KEY RESPONSIBILITIES

• Supervise the Guest Services Desk team, including staff and volunteers.
o Schedule GSD team 1 month out.
o Schedule meetings for GSD team monthly or more frequent basis.
o Oversee completion of tasks as delegated to GSD team.
o Work a full schedule of shifts at the GSD, rotating through all days and times depending on needs of the FRC’s most demanding times.
o Coach and mentor GSD team, providing recognition and constructive feedback as appropriate and maintain documentation of these communications and actions.
• Maintain Guest Ambassador program, including recruiting, scheduling and training Guest Ambassadors to support large group check-in and events.
• Provide ongoing training and development for GSD team.
o Update and maintain GSD manual: based on observation and feedback, update the manual as needed, providing updates to GSD team and ensure changes are implemented by all.
o Ensure daily updates, on-going training and refreshers for all GSD team, on a regular basis including details regarding groups, safety, monthly Mission Integration reflections, etc.
o Provide on-going training and refreshers regarding the use of Retreat Manager scheduling software.
• Complete annual performance reviews for GSD staff.
• Collaborate with FRC staff to coordinate scheduling, support shared operational needs, and identify practical improvements to guest services.
o Attend weekly Scheduling meetings.
o Manage procurement of office supplies for FRC.
o Identify opportunities to improve guest services, develop practical solutions, and present recommendations for consideration.
o Take on administrative projects and support administrative needs for other departments as need.
• Facilitate Emergency Assistance Program, including meeting with those in need requesting assistance, maintaining Emergency Assistance Program safe with a minimum level of gift cards, lists of agencies that provide social services and other help, as well as ensuring food totes and kindness bags are in stock.
• Maintain inventory of coffee and other items in display case.
• Maintain cash bags and logs for coffee, water bottles, journals and petty cash.
• Coordinate birthday cards and other special occasion cards for staff. Obtain list of birthdays and initiate cards every two months to obtain staff signatures and present at staff meetings. Ensure communication to staff regarding birthday cards and special occasion cards.
• Maintain lodging room key inventory every 2 weeks.
• Maintain supply inventory for postage machine.
• Maintain clean and safe lobby, front desk area, hallway and mail room, including moving boxes, packages and luggage to ensure clear walkways, stocking supplies, vacuuming and light cleaning/sanitizing.

QUALIFICATIONS
• Minimum 3 years Hospitality industry experience / hotel front desk experience.
• Minimum 3 years lead/supervisory experience.
• High school diploma or equivalent.
• Proficient in the use of computers including Microsoft Office Suite and ability to learn Retreat Manager scheduling software.
• Ability to consistently demonstrate strong customer service and collaboration skills, with the ability to be patient, kind, professional and de-escalate situation as needed.
• Ability to remain calm and customer focused at all times including during peak times and with difficult and/or escalated situations such as guest complaints and conflict management.
• Effective communication across mediums including phone, email and in person, including meetings.
• Ability to collaborate and work in relationship with both FRC staff and outside groups.
• Ability to consistently maintain confidentiality.
• Must demonstrate strong initiative in fulfilling work responsibilities.
• Thoughtful problem-solving and decision-making abilities.
• Effective time management skills, strong multitasking skills and the ability to work effectively while encountering frequent interruptions.
• Ability to lift, reach, bend, stoop and climb a step ladder.
• Must be able to routinely lift, carry, push, and pull boxes or equipment weighing up to 50lbs.
• Ability to sit for extended periods of time working on computer at reception desk, with intermittent periods of standing and walking.
• Ability to maintain Safe Environment Training protocols.

WORK ENVIRONMENT
• Ability to work 100% onsite with a schedule that may vary from week to week to meet business needs including mornings, evenings, weekend and major holidays.
• Commitment to the mission and values of the FRC.
• Working knowledge of Franciscan spirituality along with willingness to learn more

PERKS and BENEFITS
We offer competitive pay and a full benefits package, including:
• Health, life, and disability insurance.
• Vision and basic dental covered 100% by employer.
• 403b retirement plan with employer match.
• 15 days PTO + 9 paid holidays + paid sick time.
• Free tele-doctor visits.
• Paid retreat leave and professional development
• Staff lunches and events
• A values and mission-driven workplace where your work truly matters.

Join the FRC Team!

At the Franciscan Renewal Center, every role is more than a set of duties—it is hands-on, impactful, and valued, with many describing it as a true calling. Each day, our staff embody Franciscan values, working collaboratively and in a spirit of hospitality, serving as faithful stewards of our property and operations, and demonstrating unwavering dedication to our mission. Together, this shared commitment creates the welcoming environment that draws guests back program after program, year after year, and keeps our church community active, vibrant, and thriving.