Lodging & Valley Ops Lead - Guest Experience

Waterville Valley Resort; Waterville Valley (NH); On-site; USD 70,000 - 100,000; Full time

Job summary

Waterville Valley Resort is seeking an Assistant Director of Lodging & Valley Operations to help oversee daily lodging, guest service, and village operations. The role involves leading lodging properties, guiding staffing, and ensuring exceptional guest experiences.

You will support revenue initiatives, monitor guest satisfaction, and coordinate across departments under the Director of Lodging, Revenue & Village Operations. A Bachelor’s degree and 3–5 years in hospitality are preferred.

Qualifications

• Bachelor’s degree preferred with 3–5 years in hospitality or guest services management.
• Strong leadership and communication skills.
• Excellent organizational and problem-solving abilities.

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

Job description

Waterville Valley Resort is seeking an Assistant Director of Lodging & Valley Operations to help oversee daily lodging, guest service, and village operations. The role involves leading lodging properties, guiding staffing, and ensuring exceptional guest experiences.

You will support revenue initiatives, monitor guest satisfaction, and coordinate across departments under the Director of Lodging, Revenue & Village Operations. A Bachelor’s degree and 3–5 years in hospitality are preferred.