Massanutten Resort

Job Summary

The Front Office Supervisor serves as a strategic liaison between management and staff to lead, coach, and support the Front Desk & Concierge teams. The Supervisor directs daily operations, professionally develops associates, oversees performance analysis, and supports company initiatives. As a team leader, the Supervisor leverages interdepartmental communication and training to cultivate a team-oriented, service-focused work culture. Additionally, the Supervisor demonstrates the highest level of service and the ability to effectively resolve guest concerns. Ideal candidates must possess a friendly disposition with a desire to lead and serve others.

Required

Previous experience in customer service

General computer skills

Valid driver's license and approved DMV record

High school diploma or equivalent

Must be at least 18 years old

Preferred

Prior supervisory experience

Prior experience with hotel CRM, PMS, and POS software

Typical Schedule

Days:

Varies, including weekends

Hours:

Varies, including evenings

Core 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 Focus

Tasks and Duties Assign duties and monitor guest-facing staff to ensure guest services standards are upheld Execute daily assignments effectively and assign duties to team members Serve as an immediate escalation point for advanced customer service issues Communication and Team Involvement Circulate information and directives to staff pertaining department/company Provide effective communication between guest-facing staff and supervisory/management staff Provide feedback and suggestions to lead supervisors and managers Decision-Making and Initiative Prioritize daily staff tasks with departmental objectives in mind Ascertain customer issues that require lead supervisor/management response Professional Development and Mentoring Provide on-the-job training to guest-facing staff Monitor staff development and provide additional training as needed

For more information, contact Gabriel Diaz at 540-289-3143.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.