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Great Eastern Resort Management · 10 hours ago

Front Desk Customer Service Specialist

McGaheysville, VA

Full-time

Onsite

New Grad, Entry Level

Great Eastern Resort Management is focused on providing exceptional guest experiences at Massanutten Resort. The Front Desk Guest Experience Specialist is responsible for ensuring guest satisfaction through effective communication and problem resolution.

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

Customer serviceWritten communicationVerbal communicationProblem-solvingCRM systemsPMS systemsService recovery trainingBilingual abilities

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

Great Eastern Resort Management

Great Eastern Resort Management is a hospitality company based out of 1822 RESORT DR, Mc Gaheysville, Virginia, United States.

Mc Gaheysville, Virginia

1,001-5,000 employees

Funding

Current Stage

Late Stage

Company data provided by crunchbase