Front Desk Team Lead - Guest Experience

Massanutten Current Openings; Hopkins Spring (VA); On-site; USD 41,000 - 50,000; Full time

Job summary

Massanutten Resort in McGaheysville, VA, seeks an Front Desk Assistant Manager to lead the Front Desk team, coach and train staff, and partner with senior management to uphold service excellence. The role emphasizes interdepartmental collaboration, data-driven performance analysis, and continuous process improvement across hospitality operations.

The ideal candidate will bring guest relations experience, strong communication skills, and at least 3 years in hospitality.

Qualifications

• Prior guest relations and training experience.
• Excellent communication and customer service skills.
• 3+ years’ experience in hospitality and/or related field.
• Valid driver's license and approved DMV record.
• Must be at least 18.
• Guest relations/hospitality leadership experience.
• Prior experience with CRM and PMS systems.
• Prior college coursework.
• Knowledge of Microsoft Office Suite and BI products.

Responsibilities

• Support Front Desk daily operations
• Develop and manage growth initiatives for employees
• Oversee team performance analysis
• Analyze data & performance trends to support process improvement
• Lead onboarding cycle for department
• Serve as a leader in the Hospitality Operations division
• Other duties as assigned by management

Skills

Guest relations

Training experience

Customer service

Communication skills

Hospitality experience

Tools

CRM systems

PMS systems

Microsoft Office

BI products

Job description

Massanutten Resort in McGaheysville, VA, seeks an Front Desk Assistant Manager to lead the Front Desk team, coach and train staff, and partner with senior management to uphold service excellence. The role emphasizes interdepartmental collaboration, data-driven performance analysis, and continuous process improvement across hospitality operations.

The ideal candidate will bring guest relations experience, strong communication skills, and at least 3 years in hospitality.