Assistant Director of Guest Services

About the Role

The Assistant Director of Guest Services (Front Office) at Shenandoah Crossing Resort leads the front desk team to deliver exceptional hospitality, manages resort inventory, oversees accounting transactions, and coordinates with internal departments to ensure smooth operations. • Effectively handle incidents and guest concerns promptly and professionally, alerting management of potential serious issues • Ensure quality assurance standards of hospitality for members, owners, and guests on property or via telephone • Check‑in arriving guests and check‑out departing guests • Assist Front Office Manager/Director with managing resort inventory • Assist with adjustments to departmental policies and procedures • Complete Front Desk accounting transactions, including balancing end‑of‑day shift reports • Maintain necessary hard copies of daily operational paperwork as needed • Communicate with internal departments (PBX, Housekeeping, Engineering, Security) via phone or email • Verify pending arrival information, check rates, and prepare arrival packets with necessary materials • Complete Front Desk Agent checklist • Perform property and room inspections • Make recommendations to management for development and corrective action plans

Key Responsibilities

• ▸incident management
• ▸quality assurance
• ▸check‑in
• ▸inventory management
• ▸accounting transactions
• ▸dept coordination

What You Bring

• Minimum six months supervisory experience in customer service • At least one year hotel industry experience • Demonstrated leadership skills such as integrity, professionalism, and confidentiality • Courteous and professional attitude when handling upset guests and difficult situations • High school diploma or equivalent • Proven ability to respond effectively to sensitive inquiries or complaints • Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages • Strong interpersonal and communication skills; ability to make decisions and lead others

Requirements

• ▸supervisory
• ▸hotel experience
• ▸leadership
• ▸high school
• ▸calculations
• ▸communication

Benefits

Employees enjoy a comprehensive suite of benefits such as competitive health care options, retirement plans, travel discounts, tuition reimbursement, stock purchase opportunities, generous paid time off, and numerous learning and advancement programs. • Recognition Programs and Rewards • Excellent health care options, including medical, dental, and vision • Travel Discounts Program with deeply discounted rates for team members • Generous Paid Vacation Program and Paid Sick Days • Employee Assistance Program supporting physical and mental wellbeing • 401(k) program with company match • Tuition reimbursement programs • Employee Stock purchase program • Numerous learning and advancement opportunities

Work Environment

Onsite