Front Desk Customer Service Specialist
About The Position
The Front Desk Guest Experience Specialist plays a key role in ensuring the highest level of guest satisfaction at Massanutten Resort. This position is responsible for delivering exceptional customer service, addressing guest feedback from all sources—online reviews, surveys, emails, comment cards, and social platforms, and in person—promptly, consistently, and professionally. The Specialist works closely with Front Desk leadership and other departments to support service quality initiatives, track trends in guest feedback, and identify opportunities for improvement. This role requires strong problem-solving skills, attention to detail, and the ability to navigate guest concerns with empathy and professionalism. Ideal candidates are proactive, creative, and passionate about enhancing the overall guest experience.
Requirements
- Previous experience in customer service
- General computer skills
- High school diploma or equivalent
- Strong written and verbal communication skills
- Proven ability to resolve guest concerns with professionalism and empathy
- Ability to manage confidential or sensitive information with discretion
- Must be at least 18 years old.
Nice To Haves
- Previous guest relations experience in a resort, hotel, or large-scale hospitality environment
- Prior experience with CRM and PMS systems
- Prior college coursework
- Service recovery training or certification
- Bilingual or multilingual abilities preferred but not required.
Responsibilities
- Serve as a key point of contact for department-level customer service initiatives.
- Support Front Office efforts to resolve guest complaints and concerns efficiently and professionally.
- Develop and assist in implementing customer engagement initiatives to enhance the guest experience.
- Oversee guest feedback and service recovery efforts across all channels, including online reviews, surveys, emails, comment cards, and social platforms.
- Ensure consistent, timely, and professional handling of all guest feedback and concerns.
- Document guest issues, recovery actions, and share relevant details with operating managers.
- Review and analyze guest feedback to identify trends and opportunities for long-term service improvements.
- Prepare and present reports on guest service trends and recovery activity.
- Coordinate with departments and escalate sensitive or complex cases to the Director of Guest Experience.
- Support daily operations as needed.
- Perform other duties as assigned by management
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
