Massanutten Resort · 3 hours ago
Front Desk Customer Service Specialist
Mc Gaheysville, VA
Full-time
Onsite
New Grad, Entry LevelGreat Eastern Resort Management, Inc. is focused on providing exceptional guest experiences at Massanutten Resort. The Front Desk Guest Experience Specialist is responsible for delivering high-quality customer service and addressing guest feedback to enhance satisfaction and identify improvement opportunities.
Hospitality
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
Qualification
Required
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
Preferred
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
Company
Massanutten Resort
Upholding high standards of customer service and quality, Massanutten Resort prides itself in providing remarkable experiences in all that it has to offer.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase