Silver Dollar City Resort - Front Office Manager [EXE]

Job Summary

Silver Dollar City is ushering in a new era of Ozarks hospitality with its first-ever landmark resort, a stunning six-story, craftsman-style, 262-room retreat which overlooks sweeping, untouched vistas of the Ozark Mountains and Table Rock Lake. Thoughtfully designed to blur the lines between nature, craft, and comfort, Silver Dollar City Resort offers guests direct, priority access to the park and nearby attractions and serves as a focal point of a major multi-million-dollar investment redefining the Branson experience. From the theme park and White Water to Showboat cruises and the region’s most beloved adventures, the resort is the best way to experience it all.

Joining the Silver Dollar City Resort team is becoming part of a legacy of service. Rooted in the Herschend family’s decades-long commitment to heartfelt hospitality, inspiring storytelling, and the preservation of regional craft, this organization has grown from a single cave tour in the 1950s into the world’s largest family-owned theme park, attractions, and hospitality company. If you’re passionate about creating meaningful, memory-making experiences and want to play a foundational role in shaping how thousands of families discover the Ozarks for generations to come, this is a rare opportunity to help build something extraordinary with a mission-driven team that truly cares.

A department head-level position, the Front Office Manager directs the overall hospitality operation of the resort’s front office including front desk and PBX, guest services, valet/bell and concierge/ticketing sales. This person directs and works to successfully execute all front office operations including arrival and departure efficiency, staff service, knowledge and friendliness while continually improving the overall guest experience resulting in high guest satisfaction and repeat visitation. Additionally, the Front Office Manager is charged with positioning the resort daily to maximize room occupancy and revenue.

Summary of Essential Functions and Responsibilities

• Lead and oversee daily Front Desk, Guest Services, Valet/Bell, and Ticketing operations.

• Create a welcoming, genuine, and personalized experience for every guest.

• Recruit, train, coach, and develop Guest Services leaders and team members.

• Establish a culture of heartfelt hospitality, accountability, teamwork, and recognition.

• Maintain a highly visible leadership presence in the lobby and guest areas.

• Ensure efficient and accurate guest check-in and check-out experiences.

• Oversee VIP arrivals, special requests, room assignments, and guest preferences.

• Respond to escalated guest concerns with empathy, urgency, and appropriate service recovery.

• Empower team members to confidently resolve guest concerns and anticipate guest needs.

• Monitor guest feedback and identify opportunities to continuously improve service.

• Partner closely with Housekeeping to ensure room readiness and smooth guest arrivals.

• Collaborate with Reservations, Engineering, Security, and other resort departments to resolve guest needs.

• Ensure accurate use of OPERA Cloud and compliance with Front Office procedures.

• Maintain departmental SOPs, checklists, service standards, and operational procedures.

• Develop and execute Guest Services training programs and opening-readiness exercises.

• Support pre-opening activities, including OS&E, system testing, mock operations, and team preparation.

• Manage departmental scheduling, staffing levels, labor productivity, and operating expenses.

• Ensure proper cash handling, credit card, guest account, and privacy procedures are followed.

• Review operational reports, guest trends, and departmental performance to identify areas for improvement.

• Serve as a Rooms Division leader and Manager on Duty while supporting the overall success of Silver Dollar City Resort.

Knowledge, Skills and Abilities

• Minimum of 5 years of progressive Front Office, Guest Services, or Rooms Division leadership experience within a hotel, resort, or comparable hospitality environment.

• Minimum of 2 years of experience leading Guest Services or Front Office operations at the senior manager, assistant director, or director level.

• Demonstrated experience managing high-volume guest arrivals, departures, room assignments, and overall lobby operations.

• Strong knowledge of Front Office procedures, reservations, guest accounts, payment processing, and service recovery.

• Demonstrated experience managing departmental labor, scheduling, productivity, staffing levels, and operating expenses.

• Strong leadership, coaching, communication, organization, and problem-solving skills.

• Proven ability to resolve complex guest concerns with professionalism, empathy, and sound judgment.

• Ability to effectively collaborate across multiple resort departments, including Housekeeping, Reservations, Security, Engineering, and Food & Beverage.

• Ability to work a flexible schedule based on resort operations, including weekends, evenings, holidays, and periods of high occupancy.

Preferred Qualifications

• Previous experience within an upscale, full-service, destination, or family resort environment, preferably with 200+ guest rooms.

• Previous hotel or resort pre-opening/opening experience.

• Experience developing Front Office and Guest Services SOPs, training programs, and service standards.

• Experience overseeing Front Desk, Bell/Door Services, Concierge, or other guest-facing operations.

• Experience with OPERA Cloud, guest messaging platforms, payment systems, and other hotel technology.

• Demonstrated experience managing VIP arrivals, special requests, guest recognition, service recovery, Ticketing, and Valet operations.

• Strong understanding of guest privacy, payment security, cash handling, and Front Office financial controls.

• Proven ability to analyze guest satisfaction results, operational reports, and service trends to drive improvement.

• Bachelor’s degree in hospitality management, Business Administration, or a related field and/or equivalent hospitality leadership experience.

• Bilingual English/Spanish communication skills are a plus.

Physical Requirements

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to walk and stand for extended periods throughout the resort.

• Ability to bend, reach, stoop, push, pull, and lift as required throughout the resort.

• Ability to push, roll, and move luggage carts, that can exceed 50lbs. Exerting up to 30lbs of force.

• Ability to safely operate or demonstrate the proper use of Lobby and Valet Equipment.

• Ability to work in environments that involve cleaning products, heat, humidity, and outdoors as needed.

• Must be able to work varying schedules based on occupancy and resort operational needs.

Benefits Offered

• Free Admission - Free admission to Silver Dollar City Attractions and discounted admissions to Herschend Enterprises’ attractions and resorts across the US for you and your dependents.

• Exclusive Admission Discounts - Complimentary tickets & discounts on season passes for loved ones.

• Food & Merchandise Discounts - Discounts on dining, drinks and merchandise across Silver Dollar City Attractions.

• 401(k) & Profit Sharing - The Profit Sharing and 401(k) Retirement Plan is available to hosts after they have been with the Company for 3 months (Monthly Plan Entry Dates).

• Health Insurance - Affordable health plan options (co-pay, HSA, FSA) available to all full-time seasonal and year-round employees.

• Mary's Well House - Employee health center provides employees with basic office visits, x-rays and lab work for co-pay, whether insured or not.

• Free Tuition – Earn your degree, debt-free. 100% free tuition starting day one of employment. Learn more at .

• See all the benefits offered through Silver Dollar City at: .

Equal Opportunity Employer/Disabled/Veterans

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.