Front Desk Customer Service Supervisor

Job Summary

The Customer Service Supervisor plays a critical leadership role in centralizing guest service and recovery across Massanutten Resort. This position oversees the Customer Service Specialist and coordinates with certified front desk agents to ensure all guest feedback—whether received via online reviews, surveys, emails, comment cards, or social platforms — is addressed promptly, consistently, and professionally. As a customer service leader, the Supervisor is responsible for setting quality standards, empowering the team with recovery tools, documenting cases, and tracking trends for long-term improvements. This role also functions as the immediate escalation point for advanced guest service issues, providing support to staff and ensuring alignment with departmental and resort-wide service goals.

Successful candidates will demonstrate strong leadership, problem-solving skills, and the ability to navigate guest feedback with empathy, professionalism, and accountability.

Required

Previous experience in customer service, general computer skills, high school diploma or equivalent

Must be at least 18

Minimum 2 years of supervisory or leadership experience in hospitality, customer service, or related field

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

Proficiency in Microsoft Office Suite and ability to learn hospitality systems

Preferred

Bachelor’s degree in Hospitality, Business Management, or related field

Experience with online reputation management, CRM, or guest feedback platforms

Previous leadership experience in a resort, hotel, or large-scale hospitality environment

Service recovery training or certification

Bilingual or multilingual abilities

Typical Schedule

Days:

Varies, including weekends

Hours:

Varies, including evenings

Core Responsibilities

• Oversee guest feedback and service recovery efforts across all channels
• Supervise and mentor the Customer Service Specialist; provide guidance to certified front desk agents handling guest responses
• Ensure consistent, timely, and professional handling of all guest feedback and concerns
• Document guest issues, recovery actions, and share details with relevant operating managers
• Prepare and present monthly reports on guest service trends and recovery activity
• Coordinate with departments and escalate sensitive cases to the Director of Guest Experience
• Provide coaching, training, and professional development opportunities to guest-facing staff
• Other duties as assigned by management

Focus

Tasks and Duties

• Assign duties and monitor guest-facing staff to ensure guest services standards are upheld
• Execute daily assignments effectively and assign duties to team members
• Serve as an immediate escalation point for advanced customer service issues

Communication and Team Involvement

• Circulate information and directives to staff pertaining department/company
• Provide effective communication between guest-facing staff and supervisory/management staff
• Provide feedback and suggestions to lead supervisors and managers

Decision-Making and Initiative

• Prioritize daily staff tasks with departmental objectives in mind
• Ascertain customer issues that require lead supervisor/management response

Professional Development and Mentoring

• Provide on-the-job training to guest-facing staff
• Monitor staff development and provide additional training as needed

For more information, please contact Gabriel Diaz at 540-289-3143.

Equal Opportunity Employer
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