Front Office Assistant Manager

Chetola Resort • Blowing Rock, NC

5h

About The Position

Chetola Resort is seeking a service-driven, detail-oriented Front Office Assistant Manager to help lead and train the Front Office team as we align our operations with Forbes Travel Guide service standards, elevating every moment of the guest journey—from pre-arrival to departure—through precision, personalization, and genuine care. This is a visible, hands-on leadership role with a strong emphasis on coaching, training, and developing Front Office associates to consistently deliver elevated, Forbes-aligned service. Working closely with the Front Office Manager and Rooms leadership, the Front Office Assistant Manager ensures service standards are clearly taught, regularly reinforced, and consistently executed across all guest-facing touchpoints. Serving as a daily culture carrier and on-the-floor trainer, this role helps build confidence, capability, and professionalism within the Front Office team—ensuring associates understand not just what to do, but why it matters in creating memorable guest experiences.

Requirements

• Minimum 3 years of progressive management or supervisory experience in hospitality or resort operations, preferably in guest-facing environments
• Prior experience in a hotel, resort, or luxury service environment strongly preferred
• Technically proficient and comfortable navigating hospitality systems (including property management systems, point-of-sale platforms, and Google Workspace), using technology to enhance—not hinder—the guest experience
• Demonstrated ability to train, coach, and develop teams, including during live service situations
• Proven strength in guest service, communication, and service recovery
• Strong understanding of Front Office operations, guest service standards, and team leadership
• Ability to work a flexible schedule including evenings, weekends, and holidays

Nice To Haves

• Bachelor’s degree in Hospitality Management or a related field preferred

Responsibilities

• Lead daily, shift-based coaching for Front Office associates, reinforcing Forbes service behaviors and standards
• Train associates on guest arrival and departure, phone etiquette, personalization, service recovery, and professional presence
• Model elevated service behaviors and provide real-time feedback and course correction during live service
• Train and coach associates on effective use of hospitality systems, including PMS, POS, phone systems, and digital guest communication tools
• Reinforce accuracy in data entry, reservation management, folio handling, and documentation of guest preferences to support seamless service
• Support onboarding and ongoing development using SOPs, service standards, and role-specific expectations
• Partner with Front Office and Rooms leadership to identify skill gaps and implement targeted training plans
• Mentor high-potential associates to support leadership development and succession planning
• Ensure team execution of Forbes standards related to Arrival, Departure, Guest Service, and Public Areas
• Coach associates on personalization, anticipatory service, professional language, calm efficiency, and effective use of systems during guest interactions
• Observe guest interactions and provide immediate, in-the-moment coaching to elevate service quality and consistency
• Be empowered to lead and resolve guest concerns directly, addressing issues quickly, calmly, and with ownership, while exercising sound judgment on when escalation is needed to maintain guest confidence and trust
• Model effective service recovery techniques for the team, reinforcing accountability, empathy, and solution-oriented thinking
• Provide day-to-day oversight and hands-on support across Front Desk, Concierge, and Night Audit operations, with a strong focus on guest issue resolution, clear communication, consistent phone coverage, and system accuracy
• Coach and hold the team accountable for answering phones promptly, using professional and gracious language, and managing calls efficiently without unnecessary holds or transfers
• Serve as Manager on Duty as scheduled, acting as the on-site authority for guest resolution, service decisions, and operational continuity
• Assist with scheduling, coverage, and shift readiness, ensuring the Front Office team is prepared to deliver consistent, elevated service
• Ensure accuracy across reservations, room assignments, folios, billing, key control, and system notes
• Train Front Office associates on effective cross-department communication and handoffs
• Reinforce expectations that guest requests are communicated clearly and followed through without repetition
• Partner with Housekeeping, Engineering, Food & Beverage, Short-Term Rentals, and resort amenities (including the Spa, Fly Fishing and Sporting Reserve) to ensure seamless, well-coordinated guest service across all touchpoints
• Support audits, cash handling, and reporting accuracy
• Review guest feedback and service trends to inform training priorities
• Help develop and maintain training materials, SOPs, and service documentation

Benefits

• Competitive salary
• Comprehensive benefits offered to full-time eligible employees, including health, dental, vision, and supplemental benefits as well as PTO, and on-property perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 51-100 employees