Front Desk Manager

Holiday Inn Club Vacations; West Windsor (VT); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

401(k) Retirement Plan

Employee Assistance Program (EAP)

Paid Time Off (PTO)

Discounts through IHG + exclusive Perk

Tuition Reimbursement & Continuing Ed

Outstanding Company Culture

Job summary

Holiday Inn Club Vacations seeks a Manager of Guest Services to lead front-of-house operations, including front office, security, transportation and resort services, while partnering with the General Manager to deliver an exceptional guest experience.

You will drive guest satisfaction, respond to issues, coach staff, and balance brand values with budget goals in a dynamic resort environment on site at Mount Ascutney.

Qualifications

• High School Diploma or GED required; Bachelor’s degree preferred.
• Minimum 3 years in customer-facing service or hospitality.
• At least 2 years of experience leading front-line staff.
• Must be at least 18 years old with a valid driver’s license and one year of driving experience.
• Proficiency with Microsoft Office (beginner level or higher).
• Strong problem-solving abilities in a fast-paced environment.
• Excellent verbal, written, and presentation communication skills.

Responsibilities

• Lead with a Brandhearted approach - put the brand at the center of all decisions.
• Use guest feedback to improve service and strengthen relationships.
• Ensure special needs/requests of all guests are fulfilled.
• Promptly respond to and resolve guest issues.
• Promote a culture that aligns with our brand values and inspires team performance.
• Model brand behaviors in all interactions and decisions.
• Balance budget goals with a focus on team and guest satisfaction.
• Oversee guest service standards across all front-of-house departments.
• Coach and develop staff with personalized development plans (PDPs).
• Lead staffing evaluations and performance improvement initiatives.
• Manage engagement plans, talent reviews, and succession strategies.
• Ensure a safe and secure environment for guests and staff in compliance with all policies and regulations.

Skills

Customer service

Hospitality

Leadership

Verbal communication

Written communication

Presentation skills

Microsoft Office

Education

High School Diploma or GED

Bachelor’s degree

Tools

Microsoft Office

Job description

Mount Ascutney Resort
Brownsville, VT 05037, USA

Description

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

The Manager of Guest Services is responsible for bringing our brand promise to life across all front-of-house service departments. This role acts as a guest advocate and a key advisor to the General Manager, overseeing operations in areas such as:

Front Office

Security

Transportation

Resort Services

Success in this role is measured primarily by guest satisfaction, particularly around the arrival experience, transportation, and issue resolution.

Company Benefits

401(k) Retirement Plan

Employee Assistance Program (EAP)

Paid Time Off (PTO)

Discounts through IHG + exclusive employee Perks website

Tuition Reimbursement & Continuing Education

Outstanding Company Culture

Essential Duties and Responsibilities

Lead with a Brandhearted approach - put the brand at the center of all decisions

Use guest feedback to improve service and strengthen relationships

Ensure special needs/requests of all guests are fulfilled

Promptly respond to and resolve guest issues

Promote a culture that aligns with our brand values and inspires team performance

Model brand behaviors in all interactions and decisions

Balance budget goals with a focus on team and guest satisfaction

Oversee guest service standards across all front-of-house departments

Coach and develop staff with personalized development plans (PDPs)

Lead staffing evaluations and performance improvement initiatives

Manage engagement plans, talent reviews, and succession strategies

Ensure a safe and secure environment for guests and staff in compliance with all policies and regulations

Qualifications

High School Diploma or GED required; Bachelor’s degree preferred

Minimum 3 years in customer-facing service or hospitality

At least 2 years of experience leading front-line staff

Must be at least 18 years old with a valid driver’s license and one year of driving experience

Proven ability to deliver exceptional personal service and resolve issues effectively

Proficiency with Microsoft Office (beginner level or higher)

Strong problem-solving abilities in a fast-paced environment

Excellent verbal, written, and presentation communication skills

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.