Front Office Assistant Manager

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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.

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.

Responsibilities are organized into the following focus areas.

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…