Guest Services Supervisor - Front Desk

Great Eastern Resort Management, Inc.; McGaheysville (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, coach staff, and uphold service standards. The position focuses on daily operations, staff development, and effective guest issue resolution to maintain a guest‑centric experience.

Ideal candidates bring prior customer service experience, a high school diploma, and a readiness to guide teams evenings and weekends.

Qualifications

• Experience in customer service and a friendly, guest-focused approach.
• High school diploma or equivalent required.
• 18 years of age or older at hire.
• Preferred supervisory experience and familiarity with hotel software.

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

Team leadership

Education

High school diploma

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, coach staff, and uphold service standards. The position focuses on daily operations, staff development, and effective guest issue resolution to maintain a guest‑centric experience.

Ideal candidates bring prior customer service experience, a high school diploma, and a readiness to guide teams evenings and weekends.