Front Desk Manager: Guest Experience Leader | ESOP + PTO

Massanutten Resort

Hopkins Spring (VA)

On-site

USD 64,000 - 68,000

Full time

13 days ago

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Benefits offered by this job

PTO & Holidays

ESOP

Employee Perks (discount on resort)

Professional Development

Job summary

Massanutten Resort in McGaheysville, VA is seeking a Front Desk Manager to lead daily Front Desk operations and drive an exceptional guest experience. You will mentor a 20+ person team, uphold service standards, and partner with resort leadership to meet business goals.

The role emphasizes developing procedures, training programs, and a culture of excellence and accountability across the Guest Experiences division.

Qualifications

5+ years of management experience in hospitality, customer service, or a related field.
Strong leadership, communication, and organizational skills.
Computer proficiency and comfort using business systems.
Valid driver’s license with an approved driving record.
Must be at least 21 years of age.

Responsibilities

Lead the daily operations of a busy Front Desk department.
Coach, mentor, and develop a team of 20+ employees.
Foster a guest-focused culture that delivers exceptional service.
Resolve guest concerns with professionalism and urgency.
Drive employee engagement and team performance initiatives.
Analyze operational trends and implement process improvements.
Collaborate with resort leadership to achieve business goals.
Manage departmental budgets, inventory, and operational standards.
Develop procedures, training programs, and best practices that support long-term success.