Lodging & Valley Operations Lead — Guest Experience

Waterville-Valley-Resort; Waterville Valley (NH); On-site; USD 80,000 - 110,000; Full time

Job summary

Waterville-Valley-Resort is seeking an Assistant Director of Lodging & Valley Operations to help lead daily lodging, guest services, and village operations. You will supervise Front Desk, Housekeeping, Reservations, and Guest Services teams, and partner with department leaders to maintain high service levels.

The role emphasizes occupancy management, budgeting support, staff development, and ensuring resort quality standards, while coordinating events and promotions.

Qualifications

• Bachelor’s degree preferred in hospitality, lodging, or related field.
• 3–5 years of hospitality, lodging, or guest service management experience.
• Strong leadership, communication, organizational, guest service, and problem-solving skills.

Responsibilities

• Assist with daily operation of Town Square Condominiums, Silver Fox Inn, Welcome Center, Season Pass Desk, and other Resort-managed lodging properties.
• Provide leadership and support to Front Desk, Housekeeping, Reservations, Housekeeping Department and Guest Services teams.
• Assist with recruiting, training, coaching, scheduling, and performance management of staff.
• Monitor guest satisfaction and respond to guest concerns and service recovery situations.
• Support occupancy management, lodging packages, group business, and revenue initiatives.
• Assist with budgeting, forecasting, labor management, and expense control.
• Ensure guest rooms and lodging operations meet Resort quality and cleanliness standards.
• Support special events, guest programming, Freedom Pass initiatives, and resort promotions.
• Coordinate communication between departments to ensure efficient operations and guest satisfaction.
• Assist with emergency response planning, guest communications, and operational continuity.
• Monitor lodging systems, reports, reservations, inventory, and operational metrics.
• Maintain positive relationships with merchants, community partners, and Resort stakeholders.
• Perform other duties as assigned.

Skills

Leadership

Communication

Organizational skills

Guest service

Problem-solving

Education

Bachelor's degree in hospitality or related field

Job description

Waterville-Valley-Resort is seeking an Assistant Director of Lodging & Valley Operations to help lead daily lodging, guest services, and village operations. You will supervise Front Desk, Housekeeping, Reservations, and Guest Services teams, and partner with department leaders to maintain high service levels.

The role emphasizes occupancy management, budgeting support, staff development, and ensuring resort quality standards, while coordinating events and promotions.