Guest Experience Lead — Front Desk

Mountain Lake LLC; Mountain Lake (VA); On-site; USD 28,000 - 42,000; Full time

Job summary

Mountain Lake LLC in Pembroke, VA is seeking a Front Office professional to warmly welcome guests, manage reservations, check-ins and check-outs, and respond to inquiries with professionalism.

You will coordinate with housekeeping and other departments, handle payments and billing, and help ensure guest satisfaction and smooth operations, including weekends and holidays.

Strong communication, basic computer skills, and knowledge of property management software like OPERA Cloud are valued.

Qualifications

• High school diploma or equivalent.
• Experience in customer service, preferably in hospitality.
• Basic computer skills, including familiarity with reservation and property management software.
• Strong communication skills in English, both verbal and written.
• Ability to work flexible hours, including weekends and holidays.

Responsibilities

• Greet and welcome guests upon arrival, providing a warm and professional first impression.
• Manage guest check-in and check-out processes using property management systems.
• Handle reservations, cancellations, and modifications accurately while maintaining up-to-date records.
• Respond promptly and courteously to guest inquiries, requests, and complaints, ensuring resolution or escalation as appropriate.
• Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met and rooms are prepared on time.
• Process payments, issue receipts, and maintain accurate billing records.
• Maintain the cleanliness and organization of the front desk area and lobby.
• Provide guests with information about hotel services, local attractions and transportation options.

Skills

Communication skills

Customer service

Computer skills

English proficiency

Flexibility

Education

High school diploma

Tools

OPERA Cloud

Job description

Mountain Lake LLC in Pembroke, VA is seeking a Front Office professional to warmly welcome guests, manage reservations, check-ins and check-outs, and respond to inquiries with professionalism.

You will coordinate with housekeeping and other departments, handle payments and billing, and help ensure guest satisfaction and smooth operations, including weekends and holidays.

Strong communication, basic computer skills, and knowledge of property management software like OPERA Cloud are valued.