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Hospitality Manager - Front Office   The Highlands at Sugar, Sugar Mountain, NC

What You'll Do

Hospitality Manager will manage the daily operations of the front office, rooms control and PBX while maintain positive working relationships with all other departments.

  • Responsibilities listed may not apply to all locations
  • Support the vision and goals of the Resort Manager and assist in creating and implementing new service initiatives
  • Be a hands-on leader and be a visible front office team member - leading by example
  • Monitor departmental service levels and act accordingly
  • Identify areas of opportunity to improve processes and procedures to elevate the overall guest experience
  • Responsible for internal audits to ensure compliance with corporate SOP's and QA standards
  • Responsible for staff development
  • Serve as Manager on Duty as needed.
  • Should be able to work all shifts as need dictates
  • Responsible for other duties as set forth by the Resort Manager, including but not limited to training, scheduling, coaching and counseling, disciplinary action, conducting meetings, completing monthly reporting, assist in inventory management, and leading the front office staff.
  • Work front desk as needed. Checking in/out, answering phones and handling guest comments and concerns
  • Assist in management of the resorts room matrix, discrepant reservations, and maintaining inventory
  • Monitor front desk controls, cash drawers, change given, and key inventories, code payables and distribute invoices
  • Provide follow up of maintenance/ housekeeping requests
  • Ability to step into any role as necessary
  • Ensure the satisfaction of all guests by responding to guests needs, leading other Team Members in handling guest’s concerns
  • All other duties as requested
Benefits, Compensation, Training

This is a Full-Time position

Capital Vacations offers employees with competitive compensation and benefits programs, which include but are not limited to; medical, dental, vision, life insurance, disability, 401K, discounted condo stays, paid time off and paid Holidays.


Education, Essential Training/Certifications and Experience: 

  • High School Diploma/GED
  • Minimum 3 years of management experience in hotel/resort operations, preferably in vacation ownership
  • Possess exceptional communication and leadership skills

Skills, Knowledge and Abilities: 

  • Must have excellent interpersonal skills when dealing with guests, Team Members, and the general public and have good work ethic
  • Knowledge of daily operations of front desk, reservations, and problem resolution. AS400/TSW experience preferred
  • Need to have the ability to supervise, train and mentor Team Members
  • Ability to analyze customer needs and assist in resolving all customer challenges and stressful situations
  • Knowledge of Vacation Ownership is preferred
  • Strong interpersonal and organizational skills
  • Effective oral and written communication skills coupled with strong interpersonal skills
  • Demonstrated ability to manage multiple functions and multitask
  • Flexible schedule, ability to work evenings, weekends and holidays