Front Desk Manager

About the role

Massanutten Resort is seeking an experienced Front Desk Manager to help create exceptional guest experiences while leading and developing a high-performing Front Desk team. As Front Desk Manager, you will serve as a key leader within our Guest Experiences division, overseeing daily operations, supporting team development, and ensuring every guest receives outstanding service from arrival to departure.

Responsibilities

• Lead the daily operations of a busy Front Desk department.
• Coach, mentor, and develop a team of 20+ employees.
• Foster a guest-focused culture that delivers exceptional service.
• Resolve guest concerns with professionalism and urgency.
• Drive employee engagement and team performance initiatives.
• Analyze operational trends and implement process improvements.
• Collaborate with resort leadership to achieve business goals.
• Manage departmental budgets, inventory, and operational standards.
• Develop procedures, training programs, and best practices that support long-term success.

Requirements

• 5+ years of management experience in hospitality, customer service, or a related field.
• Strong leadership, communication, and organizational skills.
• Computer proficiency and comfort using business systems.
• Valid driver’s license with an approved driving record.
• Must be at least 21 years of age.

Qualifications

• Experience with employee training and professional development.
• Resort or hotel operations experience.
• Knowledge of Microsoft Office and reporting tools.
• College degree or equivalent experience.

Benefits

• Health, Dental, & Vision Insurance Available
• Paid Time Off (PTO) & Holidays
• ESOP (Employee Stock Ownership Plan)
• Employee Perks (discount on resort amenities, dining, retail, travel packages, and more)
• Professional Development & Internal Training Opportunities
• Leadership Growth & Career Advancement Paths

Pay

Annual Salary Range: $64,000 – $68,000

Schedule

• Variable schedule based on business needs
• Weekends required
• Evening availability required
• Holiday coverage as needed