Front Office Evening Manager

Hilton Grand Vacations•Gordonsville, VA

11d•Onsite

About The Position

The Evening Manager at Shenandoah Crossings Resort assists with leading evening resort operations, including inventory, maintenance, housekeeping, and maintaining a secure atmosphere for staff and guests. The role is responsible for hotel operations during the shift, supporting guest satisfaction and safety while coordinating across departments. The manager handles guest issues and emergencies, monitors service quality and public areas, supports team members through communication, mentoring, recognition, and training, and works with the Guest Service Manager and other department leaders. The position is based at Shenandoah Crossings Resort in Gordonsville, Virginia. The schedule is 3:00 p.m. to 11:00 p.m., including weekends and public holidays. The annual salary is $55,000–$60,000.

Requirements

High school diploma or equivalent experience.
Excellent interpersonal skills when dealing with team members and guests or owners.
Excellent verbal and written English communication skills.
Ability to empower and mentor team members.
At least 2 years of hospitality management or supervisory experience.

Responsibilities

Oversee hotel operations during the evening shift to promote guest satisfaction and safety.
Make decisions affecting guest satisfaction and the safety of the hotel, team members, and guests.
Serve as a key liaison between departments, supporting communication, teamwork, and encouragement.
Resolve staff conflicts as necessary in accordance with resort standard operating procedures.
Remain visible and interact with guests and owners in public areas to support the guest experience.
Rotate through resort areas to assess cleanliness, staff attentiveness, lighting, and safety.
Address guest feedback, complaints, and disputes, providing immediate service recovery where possible.
Proactively resolve potential guest issues and service barriers.
Identify and advise department management about process improvements and guest-service enhancements.
Build rapport with team members and empower, recognize, and reward exemplary service.
Handle guest issues and emergencies.
Coordinate and conduct training for new and existing employees to ensure quality standards and policies are met.
Manage resort inventory effectively to achieve the highest yield in line with resort objectives.
Participate in weekly and monthly management and staff meetings.
Provide hospitality to guests and ensure customer needs, conduct standards, and efficiency expectations are met.
Conduct weekly inspections of resort common areas.
When a potential sell-out exists, ensure vacant rooms are assigned to a housekeeper for cleaning.
Coordinate additional needs with the Guest Service Manager.
Carry out reasonable requests from management that can be performed.