Front Office & Guest Services Leader

Westgateresorts; Gatlinburg (TN); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health benefits

Paid time off

401(k) with company match

Daily Pay

Tuition assistance

Job summary

Westgate Resorts in Gatlinburg seeks a Front Office Manager to oversee Front Desk, Guest Services, and PBX, ensuring seamless guest experiences from arrival to departure.

You will staff, train, budget, and drive service standards, resolve issues with empathy, and collaborate with Revenue and Reservations to optimize occupancy and rate strategy. This role requires 3-5 years in hospitality, an associate degree, proficiency with Microsoft Office, and a background check and drug test.

Qualifications

• 3-5 years of relevant experience in hospitality/front office.
• Associates degree in hospitality or business management.
• Proficient with computer software including Microsoft Office.

Responsibilities

• Lead and manage all Front Office departments; Front Desk, Guest Services, and PBX.
• Onboard, train, and terminate front office personnel, maintaining a high-performing team.
• Resolve guest complaints and service issues with empathy and efficiency.
• Oversee scheduling, payroll, and labor management.
• Produce accurate room forecasts and collaborate with Revenue and Reservations teams.
• Maintain and manage the operational budget and identify cost-saving opportunities.
• Review nightly audit reports for accuracy and compliance.
• Develop and deliver training programs for Front Office, Guest Services, and PBX.
• Act as Manager on Duty during assigned shifts.
• Champion guest satisfaction platforms and implement improvement strategies.

Skills

Team leadership

Staff training

Budgeting

Guest experience

Operations management

Education

Associates degree in hospitality or business management

Tools

Microsoft Office

Job description

Westgate Resorts in Gatlinburg seeks a Front Office Manager to oversee Front Desk, Guest Services, and PBX, ensuring seamless guest experiences from arrival to departure.

You will staff, train, budget, and drive service standards, resolve issues with empathy, and collaborate with Revenue and Reservations to optimize occupancy and rate strategy. This role requires 3-5 years in hospitality, an associate degree, proficiency with Microsoft Office, and a background check and drug test.