Guest Experience Leader - Front Office

Westgate Resorts; Gatlinburg (TN); On-site; USD 55,000 - 60,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Paid time off

Job summary

Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee, is seeking a Front Office Manager to oversee Front Desk, Guest Services, and PBX, ensuring seamless guest experiences from arrival to departure while maintaining high service standards and budget discipline.

You will lead staffing, onboarding, training, scheduling, and performance management, develop forecasts with Revenue and Reservations, and act as Manager on Duty to maximize occupancy and guest satisfaction.

Qualifications

• 3–5 years of experience in hospitality/front office.
• Associates degree in related field, hospitality or business management.
• Proficient with Microsoft Office.
• Background check and drug test required; eligibility to work in the United States.

Responsibilities

• Oversee Front Office operations including Front Desk, Guest Services and PBX.
• Staffing, training, budgeting, and maintaining service standards across front-office departments.
• Lead scheduling, payroll and labor management while balancing budgetary goals.
• Produce room forecasts and collaborate with Revenue and Reservations to optimize occupancy and rates.
• Act as Manager on Duty and champion guest satisfaction platforms.

Skills

Front Office management

Guest service

Team leadership

Budgeting

Education

Associates degree

Tools

Microsoft Office

Job description

Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee, is seeking a Front Office Manager to oversee Front Desk, Guest Services, and PBX, ensuring seamless guest experiences from arrival to departure while maintaining high service standards and budget discipline.

You will lead staffing, onboarding, training, scheduling, and performance management, develop forecasts with Revenue and Reservations, and act as Manager on Duty to maximize occupancy and guest satisfaction.