About this opportunity
Westgate Resorts lists this Overnight 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. 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.
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. 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
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
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
~ 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
~ Wellness Programs to Support Your Well-Being
~ Flexible Spending Accounts (FSA)
~ Tuition Assistance to Help You Grow Your Career
~ Employee Assistance Program (EAP) – Support When You Need It Most
~ Life, Disability, Accident, Critical Illness, and Hospital Insurance
~ Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
~ 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
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. 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.