Supervisor - Day Lodge

Day Lodge Supervisor – Schuss Mountain

About Shanty Creek Resort

Shanty Creek Resort is committed to providing our guests with a unique Northern Michigan experience. Our friendly and caring team welcomes guests with exceptional service and genuine, old-fashioned hospitality. We believe that honest, long-lasting relationships with our guests, employees, neighbors, and surrounding environment allow our people and our business to thrive.

About the Position

The Day Lodge Supervisor is responsible for overseeing the daily operations of the day lodge and creating a safe, clean, welcoming, and enjoyable environment for guests. This position leads and supports lodge employees, coordinates daily activities, and ensures that guest-service and operational standards are consistently maintained.

The Supervisor serves as a visible point of contact for guests and employees, responds to concerns, and collaborates with Mountain Operations, Food and Beverage, Facilities, Security, and other resort departments. This position requires a hands-on leader who can anticipate needs, resolve issues, and keep operations running efficiently during busy periods.

Essential Duties and Responsibilities

• Lead and oversee the daily operations of the day lodge.
• Supervise, schedule, train, and support day lodge employees.
• Assign daily responsibilities and adjust staffing based on guest volume and operational needs.
• Conduct pre-shift meetings and communicate important resort, safety, and operational information.
• Train employees on guest-service expectations, resort procedures, safety requirements, and emergency protocols.
• Provide employees with ongoing coaching, feedback, and performance guidance.
• Maintain a visible presence throughout the lodge and support employees during busy periods.
• Welcome guests, answer questions, provide directions, and respond to requests.
• Address guest concerns promptly, professionally, and with appropriate service recovery.
• Monitor guest flow, seating areas, entrances, common spaces, and other public areas.
• Ensure the lodge remains clean, organized, properly supplied, and welcoming.
• Conduct routine facility inspections and identify cleanliness, maintenance, or safety concerns.
• Coordinate cleaning, repairs, and other facility needs with the appropriate resort departments.
• Monitor doors, walkways, stairs, and entrances for snow, ice, spills, obstructions, or other hazards.
• Support lost-and-found, incident-reporting, and emergency-response procedures.
• Communicate operational concerns, guest incidents, and facility needs to management.
• Help ensure resort policies and lodge rules are applied fairly and consistently.
• Collaborate with Food and Beverage, Mountain Operations, Facilities, Security, and other departments to support the overall guest experience.
• Support opening, closing, cash-handling, and reporting procedures as assigned.
• Perform frontline day lodge duties when needed.
• Perform other duties as assigned.

Minimum Qualifications

• High school diploma or equivalent.
• Previous supervisory or team-lead experience in hospitality, tourism, recreation, retail, or a related customer-service environment.
• Strong customer-service and communication skills.
• Ability to address guest complaints professionally and effectively.
• Ability to lead employees and provide clear direction and feedback.
• Strong organizational and problem-solving skills.
• Ability to manage multiple priorities in a busy environment.
• Availability to work weekends, holidays, and evenings as required.

Preferred Qualifications

• Post-secondary education in Hospitality Management, Recreation Management, Business, or a related field.
• Experience with employee training and development.
• Knowledge of health, safety, and emergency-response practices within a hospitality or recreational environment.
• Previous experience working at a ski resort or seasonal recreation facility.
• Current First Aid and CPR certification.

Knowledge, Skills, and Abilities

• Strong leadership and team-development skills.
• Excellent interpersonal and guest-service abilities.
• Ability to communicate effectively with guests, employees, leaders, and other resort departments.
• Ability to remain calm and professional during high-volume periods or challenging situations.
• Strong time-management, scheduling, and organizational skills.
• Ability to recognize operational or safety concerns and respond appropriately.
• Sound judgment and effective problem-solving abilities.
• Ability to coach employees and address service or performance concerns.
• Careful attention to cleanliness, facility condition, and guest needs.
• Ability to work collaboratively across multiple resort departments.

Physical and Work Requirements

• Ability to stand, walk, and remain active for extended periods.
• Ability to regularly bend, reach, push, and pull.
• Ability to occasionally lift and move items weighing up to 30 pounds, with or without reasonable accommodation.
• Ability to work in a busy environment with varying noise levels and guest volume.
• Ability to move between indoor and outdoor areas and work in cold, snow, wind, and changing winter-weather conditions when required.
• Ability to safely navigate stairs and snow- or ice-covered surfaces.
• Ability to wear the required uniform and appropriate winter-weather clothing.

Why This Position Matters

The Day Lodge Supervisor helps shape the guest’s overall mountain experience. By maintaining a welcoming facility, supporting employees, addressing concerns, and coordinating lodge operations, this position ensures that guests have a comfortable and enjoyable place to gather throughout their visit.

Our Commitment

Shanty Creek Resort is an equal opportunity employer. We are committed to creating a welcoming workplace and providing equal employment opportunities to all qualified applicants and employees.