Front Desk Operations Manager & Guest Experience Lead

Brasstown Valley Resort & Spa; Young Harris (GA); On-site; USD 42,000 - 62,000; Full time

Job summary

Brasstown Valley Resort & Spa, a premier luxury mountain resort in Young Harris, GA, is seeking an experienced Assistant Front Desk Office Manager to lead our Front Desk, Night Audit, and Guest Services teams. The role focuses on delivering exceptional guest experiences, efficient operations, and team leadership in a dynamic resort setting.

The ideal candidate has hospitality leadership experience, strong communication skills, and a passion for guest service.

Qualifications

• High school diploma or GED required.
• Some college preferred; equivalent education and experience considered.
• Previous hospitality or front-office leadership experience preferred.
• Strong computer skills and familiarity with PMS and related systems are highly desirable.

Responsibilities

• Lead Front Desk, Night Audit, and Guest Services operations.
• Ensure prompt, courteous, and personalized service for guests.
• Supervise, schedule, train, and support a team of approximately 10–15 employees.
• Handle guest concerns and resolve issues professionally and sincerely.
• Maintain staffing levels and manage workflow effectively.
• Coordinate with Housekeeping to ensure rooms are ready for arrivals.
• Oversee group room blocks, VIP billing, and corporate accounts.
• Partner with Sales/Reservations to ensure accurate room rates and guest info.
• Assist with pre-registration, reservations, and other front-office tasks.
• Ensure accounting, credit, and cash-handling policies are followed.
• Monitor equipment and supply inventory.
• Help train team members and support staff development.
• Assist with revenue management, budgeting, and forecasting.
• Ensure end-of-shift balancing and checklist completion.
• Identify opportunities to improve efficiency and guest experience.

Skills

Guest service

Leadership

Communication

Team management

Problem solving

Education

High school diploma or GED

Some college preferred

Tools

PMS

Opera

Synaxis

GDS

CRS

Microsoft Office

Job description

Brasstown Valley Resort & Spa, a premier luxury mountain resort in Young Harris, GA, is seeking an experienced Assistant Front Desk Office Manager to lead our Front Desk, Night Audit, and Guest Services teams. The role focuses on delivering exceptional guest experiences, efficient operations, and team leadership in a dynamic resort setting.

The ideal candidate has hospitality leadership experience, strong communication skills, and a passion for guest service.