About this opportunity
Westgate Resorts lists this Front Office Manager opportunity in gatlinburg, Tennessee. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Company Description
Adjacent to Great Smoky Mountains National Park, the most-visited national park in the country,
Westgate Smoky Mountain Resort & Spa
in Gatlinburg, Tennessee, provides an amazing work environment with refreshing mountain breezes and spectacular views of the beautiful Great Smoky Mountains. As a member of the Westgate Smoky Mountain Resort team, you will meet and engage with guests who have arrived to enjoy all the Great Smoky Mountains have to offer and help them experience our world-class amenities such as the state-of-the-art Wild Bear Falls water park. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences and supporting your career growth where you are or at 60+ resorts across the company.
Job Description
The Front Office Manager position will oversee all Front Office operations, including Front Desk, Guest Services, and PBX. Ensure seamless guest experiences from arrival to departure by maintaining high service standards, resolving concerns promptly, and optimizing team performance. Responsible for staffing, training, budgeting, and operational excellence across all front-facing departments. Acts as a key leader in driving guest satisfaction, operational efficiency, and team development.
As Front Office Manager, you will:
Lead and manage all Front Office departments; Front Desk, Guest Services, and PBX, ensuring cohesive operations and exceptional guest service
Onboard, train, and terminate front office personnel, maintaining a high-performing and service-oriented team
Resolve guest complaints and service issues with empathy and efficiency, ensuring timely follow-up and long-term solutions
Oversee scheduling, payroll, and labor management, balancing operational needs with budgetary goals
Produce accurate room forecasts and collaborate with Revenue and Reservations teams to optimize occupancy and rate strategy
Maintain and manage the operational budget, identifying cost-saving opportunities without compromising service quality
Review nightly audit reports for accuracy and compliance, ensuring financial integrity and smooth transitions between shifts
Develop and deliver training programs for Front Office, Guest Services, and PBX teams, aligned with service standards and brand expectations
Act as Manager on Duty, representing resort leadership and supporting all departments during assigned shifts
Champion guest satisfaction platforms (e.g., Medallia, Google Reviews, Expedia), analyzing feedback and implementing strategies to elevate service scores across all touchpoints
Other duties as assigned
Qualifications
3-5 years of relevant experience in hospitality / Front Office, with demonstrated ability to manage different teams and guest experience
Associates degree in related field, hospitality or business management
Proficient with computer software (including Microsoft Office)
Commitment to delivering outstanding service and creating positive guest experiences
Required to complete a background check and a drug test and prove eligibility to work in the United States
Additional Information
Why Westgate?
Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
Paid Time Off – Vacation, Sick, and Personal Time to Recharge
Paid Holidays
401(k) with Generous Company Match to Support Your Future
Daily Pay – Access Your Earnings When You Need Them
Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
Wellness Programs to Support Your Well-Being
Flexible Spending Accounts (FSA)
Tuition Assistance to Help You Grow Your Career
Military Leave
Employee Assistance Program (EAP) – Support When You Need It Most
Life, Disability, Accident, Critical Illness, and Hospital Insurance
Pet Insurance for Your Furry Family Members
Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
Low-Cost Gym Membership
David A. Siegel Legacy Scholarship – One scholarship of up to $40,000 is awarded each year to one eligible dependent of a current Team Member.
Career Growth and Advancement Opportunities
Community Involvement – Give Back and Make an Impact
Westgate Resorts is an Equal Employment Opportunity employer
.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email with the job title and the location of the position for which you are applying. This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.
Property: 40003-WG Smoky Mountain ResortCareer Site Category: Customer Service Compensation: USD 55000 - USD 60000 - yearly
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.