Front Office Manager

Job overview

The Front Office Manager role is onsite in Gatlinburg, TN. Compensation is not specified. The position supports front-office operations at Westgate Smoky Mountain Resort & Spa, where the team serves guests visiting the Great Smoky Mountains and resort amenities. The manager leads Front Desk, Guest Services, and PBX operations to provide a smooth guest experience from arrival through departure. The role also manages staffing, training, budgets, and service feedback to support operational efficiency, guest satisfaction, and team development.

What you'll do

• Lead Front Desk, Guest Services, and PBX operations
• onboard, train, and terminate front-office personnel
• resolve guest complaints and service issues
• oversee scheduling, payroll, and labor management
• produce room forecasts and collaborate with Revenue and Reservations on occupancy and rate strategy
• manage the operational budget and identify cost-saving opportunities
• review nightly audit reports
• develop and deliver team training
• serve as Manager on Duty during assigned shifts
• analyze guest feedback platforms and implement service-improvement strategies.

What we're looking for

Skills & competencies

front office manager

hospitality

resort operations

front desk

guest services

pbx

guest satisfaction

team leadership

budget management

gatlinburg tn

westgate resorts

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision coverage
• paid time off and holidays
• 401(k) with company match
• daily pay
• pregnancy, parental leave, and adoption assistance
• wellness programs
• flexible spending accounts
• tuition assistance
• military leave
• employee assistance program
• life, disability, accident, critical illness, and hospital insurance
• pet insurance
• resort and other discounts
• gym membership
• and career growth opportunities.

Why this role

Requires 3–5 years of relevant hospitality or front-office experience and an associate degree in a related field, hospitality, or business management.

About the employer

Westgate Resorts is hiring for this role. Industry: Hotels (except Casino Hotels) and Motels. Sector: 72.