Front Office Assistant Manager

ABOUT CHETOLA RESORT

For over 175 years, Chetola Resort has offered guests a timeless mountain escape in the heart of the Blue Ridge Mountains. Serving as the gateway to beautiful Blowing Rock, North Carolina, Chetola is a luxury destination where refined hospitality meets immersive outdoor experiences—from award-winning dining and spa indulgence to Orvis-endorsed fly fishing and family-friendly recreation.

Under new ownership, Chetola is entering an exciting chapter rooted in thoughtful renewal, authentic elegance, and exceptional guest service. With an affluent, year-round clientele, we are committed to delivering warm, memorable experiences through genuine care and operational excellence.

THE ROLE

Chetola Resort is seeking a service-driven, detail-oriented Front Office Assistant Manager to help lead and train the Front Office team as we align our operations with Forbes Travel Guide service standards, elevating every moment of the guest journey—from pre-arrival to departure—through precision, personalization, and genuine care.

This is a visible, hands-on leadership role with a strong emphasis on coaching, training, and developing Front Office associates to consistently deliver elevated, Forbes-aligned service. Working closely with the Front Office Manager and Rooms leadership, the Front Office Assistant Manager ensures service standards are clearly taught, regularly reinforced, and consistently executed across all guest-facing touchpoints.

Serving as a daily culture carrier and on-the-floor trainer, this role helps build confidence, capability, and professionalism within the Front Office team—ensuring associates understand not just what to do, but why it matters in creating memorable guest experiences.

WHAT YOU'LL DO

Training, Coaching & Development

• Lead daily, shift-based coaching for Front Office associates, reinforcing Forbes service behaviors and standards
• Train associates on guest arrival and departure, phone etiquette, personalization, service recovery, and professional presence
• Model elevated service behaviors and provide real-time feedback and course correction during live service
• Train and coach associates on effective use of hospitality systems, including PMS, POS, phone systems, and digital guest communication tools
• Reinforce accuracy in data entry, reservation management, folio handling, and documentation of guest preferences to support seamless service
• Support onboarding and ongoing development using SOPs, service standards, and role-specific expectations
• Partner with Front Office and Rooms leadership to identify skill gaps and implement targeted training plans
• Mentor high-potential associates to support leadership development and succession planning

Forbes-Aligned Guest Service Leadership

• Ensure team execution of Forbes standards related to Arrival, Departure, Guest Service, and Public Areas
• Coach associates on personalization, anticipatory service, professional language, calm efficiency, and effective use of systems during guest interactions
• Observe guest interactions and provide immediate, in-the-moment coaching to elevate service quality and consistency
• Be empowered to lead and resolve guest concerns directly, addressing issues quickly, calmly, and with ownership, while exercising sound judgment on when escalation is needed to maintain guest confidence and trust
• Model effective service recovery techniques for the team, reinforcing accountability, empathy, and solution-oriented thinking

Front Office Operations

• Provide day-to-day oversight and hands-on support across Front Desk, Concierge, and Night Audit operations, with a strong focus on guest issue resolution, clear communication, consistent phone coverage, and system accuracy
• Coach and hold the team accountable for answering phones promptly, using professional and gracious language, and managing calls efficiently without unnecessary holds or transfers
• Serve as Manager on Duty as scheduled, acting as the on-site authority for guest resolution, service decisions, and operational continuity
• Assist with scheduling, coverage, and shift readiness, ensuring the Front Office team is prepared to deliver consistent, elevated service
• Ensure accuracy across reservations, room assignments, folios, billing, key control, and system notes

Communication & Cross-Departmental Training

• Train Front Office associates on effective cross-department communication and handoffs
• Reinforce expectations that guest requests are communicated clearly and followed through without repetition
• Partner with Housekeeping, Engineering, Food & Beverage, Short-Term Rentals, and resort amenities (including the Spa, Fly Fishing and Sporting Reserve) to ensure seamless, well-coordinated guest service across all touchpoints

Administrative & Quality Oversight

• Support audits, cash handling, and reporting accuracy
• Review guest feedback and service trends to inform training priorities
• Help develop and maintain training materials, SOPs, and service documentation

Requirements:

ATTENTION TO DETAIL IN ACTION

At Chetola, the Front Office sets the tone for the entire guest experience—and training, empowered decision-making, confident communication, and strong technical execution are how excellence becomes consistent. As Front Office Assistant Manager, your leadership ensures:

• Service standards are taught, not assumed: Associates clearly understand and consistently apply Forbes expectations for language, posture, eye contact, timing, personalization, and professional phone etiquette.
• Training happens in real time: Coaching occurs on the floor, during live guest interactions and phone calls—not just in classrooms or manuals.
• Technology supports service, not slows it: Reservations, folios, room assignments, notes, and guest preferences are entered accurately and consistently across systems to ensure seamless service and communication.
• Consistency across shifts: Morning, evening, weekend, and peak periods all reflect the same level of polish, responsiveness, and service confidence.
• Personalization is documented and delivered: Guest preferences, special occasions, and service notes are properly captured in the Property Management System (PMS) and used thoughtfully to personalize future interactions.
• Guest resolution is handled with ownership: Team members are coached to take responsibility for guest concerns, while you confidently step in to resolve issues directly when needed, modeling calm, thoughtful service recovery.
• Mistakes become learning moments: Errors—whether service- or system-related—are corrected discreetly with explanation, follow-up, and reinforcement—not blame.
• Confidence is built through repetition: Training focuses on repeated practice of service behaviors, phone skills, and system workflows until they become second nature.
• Leaders are developed: High-potential associates are trained not only in service leadership but also in system fluency and operational decision-making.

ABOUT YOU

• A hospitality leader who loves teaching, coaching, and developing others
• Calm, confident, and trusted to handle guest concerns directly with professionalism and sound judgment
• Highly observant and skilled at giving clear, constructive, in-the-moment feedback
• Comfortable modeling service behaviors, guest resolution techniques, and professional communication standards
• Detail-driven with a passion for elevated service and operational consistency
• Energized by building team confidence, capability, and accountability

REQUIREMENTS

• Minimum 3 years of progressive management or supervisory experience in hospitality or resort operations, preferably in guest-facing environments
• Prior experience in a hotel, resort, or luxury service environment strongly preferred
• Technically proficient and comfortable navigating hospitality systems (including property management systems, point-of-sale platforms, and Google Workspace), using technology to enhance—not hinder—the guest experience
• Demonstrated ability to train, coach, and develop teams, including during live service situations
• Proven strength in guest service, communication, and service recovery
• Strong understanding of Front Office operations, guest service standards, and team leadership
• Ability to work a flexible schedule including evenings, weekends, and holidays
• Bachelor's degree in Hospitality Management or a related field preferred

WHY CHETOLA

• One of the largest private employers in the county with a dynamic work setting and strong potential for career growth
• Join a dedicated and growing team shaping the next era of a beloved mountain resort
• Contribute meaningfully to a culture rooted in connection, craftsmanship, and care
• Competitive salary
• Comprehensive benefits offered to full-time eligible employees, including health, dental, vision, and supplemental benefits as well as PTO, and on-property perks.

Chetola Resort is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law.