Front Desk & Guest Services Manager
Seat: Front Desk & Guest Services Manager
Department: Lodging & Guest Services
Location: Lutsen Mountains
Report To: Director of Guest Operations
Status: Full-time Year-round
Compensation:
- Annual Salary: $65,000-$75,000 (pending proven experience)
Benefits: 401K | Health, Dental, & Vision Insurance | HSA (Health Savings Account) | FTO (Flexible Time Off) | Sick Time | Season Pass
TO APPLY: Email your resume to Caitlin@midwestfamilyskiresorts.com
Seat Overview
The Front Desk & Guest Services Manager is responsible for leading all front-line guest arrival and service operations across lodging and mountain experiences. This role ensures a seamless, efficient, and welcoming guest journey from arrival through check-in and ticketing while maintaining strong operational discipline, financial accuracy, and service consistency. The Manager oversees front desk, ticketing, and guest services teams and is accountable for team performance, revenue execution, and alignment across departments.
Seat Purpose
Own the full guest arrival and front-line service experience across lodging and mountain operations, ensuring seamless check-in, accurate transactions, strong revenue execution, and consistent service delivery across all guest touchpoints.
Core Accountabilities
- Guest Arrival Experience Ownership: Ensure a consistent, welcoming, and solution-oriented experience across front desk, ticketing, and guest services touchpoints from arrival through check-in.
- Front-Line Operations Leadership: Lead daily operations across front desk and guest services, ensuring systems, procedures, and service standards are clearly defined, understood, and consistently executed.
- Team Leadership & Staffing: Recruit, train, schedule, and develop team members across both functions while maintaining appropriate staffing levels aligned with demand and labor expectations.
- Transaction Accuracy, Rates & Financial Controls: Oversee all transaction processes including lodging rates, ticket sales, payments, refunds, adjustments, and reconciliations while ensuring compliance with company financial policies.
- Revenue & Product Execution: Ensure accurate setup and execution of lodging rates, ticket products, packages, and promotions while supporting front-line sales and upsell opportunities.
- Operational Coordination & Readiness: Ensure strong alignment and communication with housekeeping, maintenance, reservations, events, marketing, IT, and mountain operations to support seamless guest experiences.
- Systems, Reporting & Process Ownership: Oversee front desk and ticketing systems, POS, and reporting to ensure accuracy, efficiency, and visibility into operational performance.
Culture Fit
The Front Desk & Guest Services Manager plays a critical role in setting the tone for the guest experience and team environment. Success in this role requires strong alignment with our operational standards, leadership expectations, and commitment to delivering for both guests and team members.
- Guest-First Mindset: Consistently prioritizes the guest experience while balancing operational efficiency. Leads by example in delivering welcoming, solution-oriented service in all interactions.
- Ownership & Accountability: Takes full ownership of department performance, follows through on commitments, and holds both self and team accountable to standards and results.
- One Team Mentality: Works collaboratively across departments, supports shared goals, and contributes to a positive and unified team environment across all resort operations.
- Leadership Through Action: Leads from the front by being present, engaged, and supportive during daily operations, especially during peak periods.
- Operational Discipline: Values structure, consistency, and adherence to processes while maintaining flexibility to adapt when needed.
- Positive & Professional Presence: Maintains composure under pressure, communicates clearly, and models professionalism in all situations.
- Commitment to Improvement: Continuously looks for ways to improve operations, develop team members, and enhance the guest experience.
Qualifications
Required
- 3+ years of experience in hospitality, guest services, lodging, or resort operations
- Prior supervisory or leadership experience in a front-line service environment
- Strong understanding of front desk, guest services, or ticketing operations
- Ability to manage staffing, scheduling, and daily operational flow
- Strong communication, problem-solving, and decision-making skills
- Experience handling guest concerns and service recovery
- High attention to detail with strong financial and transaction accuracy
Preferred
- Resort, ski area, or multi-property hospitality experience
- Experience with POS systems, reservation systems, or ticketing platforms
- Familiarity with lodging rates, packages, and ticket product setup
- Experience with operational reporting and performance tracking
- Bilingual (English/Spanish)
Physical & Environmental Requirements
- Standing and walking for extended periods across resort property
- Occasional lifting up to 25–40 lbs. (equipment, supplies, materials)
- Indoor and outdoor work conditions depending on location and season
- Fast-paced, guest-facing environment with frequent interruptions
- Availability for weekends, holidays, and peak operating periods
Disclaimer: The statements above describe the general nature of the seat, including its purpose and core accountabilities. They are intended to outline the primary areas of responsibility and the level of work expected for this role, but they are not an exhaustive list of all duties, responsibilities, or skills required. Team members may be asked to support additional operational needs as business conditions require. As a recreational hospitality business, availability during peak periods—including weekends, holidays, and high-traffic resort events—is an essential expectation for this role.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. This is not an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities as needed. In addition, as we are a recreational business, availability on peak holiday timeframes and weekends is required.
