$80,000 a year
Full-time Grand View Lodge 53 reviews $70,000
$80,000 a year

•

Full-time Position Overview:

Grand View Lodge is looking for a polished, guest-obsessed leader to manage our Guest Services operation: overseeing Front Desk, Reservations, and Transportation, the three departments that define the first and last impression every guest takes home. You'll set and uphold service standards, develop a high-performing team, and ensure that every touchpoint in the guest journey reflects the warmth and excellence Grand View Lodge is known for. This is a high-visibility, high-impact role with real exposure to all aspects of resort operations and a clear path toward broader leadership opportunities within Cote Hospitality.

About Grand View Lodge & Cote Hospitality:

For over 100 years, Cote Hospitality has crafted transformative guest experiences across world-class resorts and camps. At Grand View Lodge, that means exceptional wellness woven into a full resort lifestyle, golf, dining, events, and more, all grounded in our CoteCares culture of belonging, respect, and shared purpose. We're invested in your growth here: this role comes with real opportunity to advance and expand your skills within our Guest Services department.

Duties & Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Lead and align the Front Desk, Reservations, and Transportation teams to deliver a seamless, elevated guest experience from first contact through departure. Establish and maintain call and service standards that drive both guest satisfaction and revenue; ensuring every interaction reflects GVL's commitment to excellence. Ensure guests are welcomed, checked in and out professionally, and that every service touchpoint meets or exceeds our standards. Own guest recovery; troubleshoot complaints and service concerns with professionalism, empathy, and urgency, turning difficult moments into lasting positive impressions. Recruit, hire, train, and develop Front Desk, Reservations, and Transportation staff; conduct regular performance evaluations and build a culture of accountability and growth. Coach and mentor team supervisors and leads, helping them grow as leaders and perform at their fullest potential. Manage transportation operations; scheduling drivers, coordinating pick-up and drop-off logistics, and ensuring timely, professional service for guests and associates alike. Partner cross-departmentally to ensure a cohesive, consistent resort experience that reflects the full breadth of what Grand View Lodge offers. This is a resort hospitality role — availability on weekends, holidays, and extended hours during peak seasons is required.

What You Bring:

Minimum 3 years of hospitality experience, with previous operational leadership in a hotel, resort, or similar environment preferred. A genuine passion for guest service; you take personal pride in the experience every guest has and hold your team to the same standard. Strong communication skills across all formats; you're as comfortable leading a team meeting as you are de-escalating a guest complaint or presenting to leadership. Exceptional organizational ability and sound decision-making under pressure; you stay composed when things get busy and find solutions quickly. Experience with property management and reservations software; knowledge of Opera, HMS, SCS, or similar systems is a strong plus. Proficiency in Microsoft Word, Excel, and PowerPoint; comfortable learning new software applications. A self-starter mindset; results-driven, innovative, and able to balance short and long-term priorities without losing sight of the guest. Physical ability to stand and walk for 5-6 hours, climb stairs, reach, bend, and occasionally lift 50+ lbs. A hospitality or business-related degree is preferred but not required; the right experience speaks for itself. Why Join Us You'll be part of a team that genuinely invests in its people. CoteCares isn't a tagline, it's how we show up for each other every day. 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