Job Description

Join our team as the Front Desk Manager , leading Front Desk and Resort Experience operations to ensure smooth, exceptional guest experiences from arrival through departure. In this key leadership role, you’ll drive service excellence, strengthen team performance, and support overall operational efficiency across all front-facing departments.

You will embody Westgate’s core values of Passion, Integrity, and Work Ethic in everything you do while shaping the culture and performance of the Resort Experience (Activities) Department. At Westgate Resorts, our team members are the heart of our success. When you join, you become part of a company that values hospitality, teamwork, accountability, and professional growth.

• Lead the Front Desk and Resort Experience teams to deliver seamless, high‑quality guest service.
• Hire, train, coach, and manage staff to build a high‑performing, service‑focused culture.
• Resolve guest issues quickly and professionally, ensuring effective service recovery and follow‑up.
• Oversee scheduling, payroll, and labor management to meet operational needs and budget goals.
• Produce room forecasts and collaborate with Revenue and Reservations to optimize occupancy and rate strategy.
• Manage the budget and identify cost saving opportunities without compromising service.
• Develop and deliver training aligned with brand and service standards.
• Serve as Manager on Duty and support all resort departments during assigned shifts.
• Monitor guest satisfaction platforms (e.g., Medallia, Google Reviews, Expedia) and implement strategies to elevate service scores.
• Other responsibilities assigned by leadership.

Qualifications

• 3–5 years of hospitality or Front Office leadership experience, with a proven ability to manage diverse teams and enhance guest satisfaction.
• Strong leadership and interpersonal skills with the ability to inspire, motivate, and maintain a high‑performing team culture.
• Advanced analytical and strategic thinking skills, including the ability to interpret data to guide operational and financial decisions.
• Exceptional communication and problem solving abilities, able to manage complex situations calmly and professionally in a fast‑paced environment.
• Must have flexibility to work any shifts assigned.
• Must be able to work weekends and holidays.
• Westgate Resorts is a smoke and tobacco-free workplace. Except where prohibited by law, applicants who smoke or use tobacco products will not be considered for positions at Westgate.
• Required to pass a background check, drug test, and prove eligibility to work in the United States.

Additional Information

Why Westgate?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. __ All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.

This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.