Guest Services Lead — Front Desk & Team Coach

Massanutten Resort; Hopkins Spring (VA); On-site; USD 18,000 - 23,000; Full time

Job summary

Massanutten Resort in McGaheysville, VA is seeking a Front Office Supervisor to lead the Front Desk & Concierge teams with a focus on service excellence.

You will coach staff, oversee daily operations, resolve guest concerns, and analyze performance while partnering with management to drive company initiatives. Ideal candidates bring customer service experience and, ideally, prior supervisory exposure.

Qualifications

• Minimum high school diploma or equivalent.
• At least 18 years old.
• Prior customer service experience.
• Prefer supervisory experience.
• Experience with hotel CRM, PMS and POS systems.

Responsibilities

• Direct and support daily Front Desk & Concierge operations.
• Monitor staff to ensure effective task completion.
• Oversee complaint resolution efforts.
• Reconcile daily cash deposits.
• Oversee frontline employee performance analysis.
• Serve as liaison between management and front-line employees.
• Assist in training and development of front-line associates.
• Other duties as assigned by management.

Skills

Customer service

Supervisory experience

Education

High school diploma or equivalent

Tools

Hotel CRM

PMS

POS software

Job description

Massanutten Resort in McGaheysville, VA is seeking a Front Office Supervisor to lead the Front Desk & Concierge teams with a focus on service excellence.

You will coach staff, oversee daily operations, resolve guest concerns, and analyze performance while partnering with management to drive company initiatives. Ideal candidates bring customer service experience and, ideally, prior supervisory exposure.