People & Guest Relations Manager at Chetola Mountain Resort

Blowing Rock, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

22 Jan, 26

Salary

0.0

Posted On

24 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Service, Problem Solving, Interpersonal Skills, Detail-Oriented, Communication, HR Knowledge, Employee Engagement, Onboarding, Training Coordination, Service Standards, Confidentiality, Professionalism, Collaboration, Hospitality, Customer Service Systems, HR Software

Industry

Hospitality

Description

Description ABOUT CHETOLA RESORT For over 175 years, Chetola Resort has offered guests a timeless mountain escape in the heart of the Blue Ridge Mountains. Serving as the gateway to beautiful Blowing Rock, North Carolina, Chetola is a luxury haven where adventure meets tranquility—blending refined hospitality with immersive outdoor experiences, from Orvis®-endorsed fly fishing to award-winning dining, spa indulgence, and family-friendly recreation. Under new ownership, we are embracing an exciting new chapter rooted in thoughtful renewal, authentic elegance, and exceptional guest service. Blowing Rock boasts many of the most luxurious residences in all of the Carolinas, attracting an affluent clientele to this year-round destination. THE ROLE Chetola Resort is seeking an enthusiastic and service-minded People & Guest Relations Manager to play a dual role supporting both Front Desk operations and People Operations. This position is ideal for someone who thrives in a hospitality environment and enjoys creating exceptional experiences—for both guests and team members alike. Reporting to the Front Office Manager and the Director of People & Culture, this individual will serve as a bridge between guest-facing operations and internal people processes, ensuring that every interaction—whether with a guest or an employee—reflects Chetola’s values of warmth, excellence, and care. WHAT YOU’LL DO Guest Relations & Front Desk Operations (Approx. 50%) Lead by example in delivering outstanding guest service at the Front Desk, assisting with check-ins, guest inquiries, and issue resolution. Reinforce service standards and support guest satisfaction initiatives in partnership with the Front Office Manager. Respond to guest feedback and collaborate cross-departmentally to ensure timely, thoughtful resolutions. Uphold Chetola’s brand standards for professionalism, presentation, and hospitality. Assist with onboarding and coaching Front Desk team members to promote consistency in service delivery. People Operations & Employee Engagement (Approx. 50%) Partner with the Director of People & Culture to support resort-wide HR initiatives and employee relations efforts. Maintain employee files and ensure documentation compliance across all departments. Help coordinate employee engagement initiatives, recognition programs, and training sessions. Act as an approachable on-property resource for employees, answering basic HR and policy-related questions. Support recruiting efforts by posting jobs, coordinating interviews, and welcoming new hires. Coordinate the full onboarding experience for all new hires—from offer acceptance to first-day welcome. Maintain confidentiality and professionalism in all employee interactions and records management. Collaboration & Communication Serve as a connector between Front Desk, People Operations, and department managers to ensure seamless communication. Model exceptional service behaviors that strengthen both the guest experience and the employee experience. Participate in cross-departmental meetings and contribute to initiatives that elevate workplace culture and hospitality excellence. Requirements ABOUT YOU You have a hospitality heart and a people-first mindset. You take pride in solving problems quickly and graciously—whether for a guest or a colleague. You’re detail-oriented, empathetic, and able to balance multiple priorities in a fast-paced environment. You communicate clearly and follow through reliably. You’re excited to grow your career in both guest service and people operations within a resort environment. REQUIREMENTS Minimum of 3–5 years of experience in hospitality, guest service, or human resources; hybrid experience in both strongly preferred. Working knowledge of customer service systems and/or HR software (Paylocity experience a plus). Strong interpersonal and problem-solving skills with a passion for delivering exceptional service. Ability to maintain confidentiality, professionalism, and discretion in all HR-related matters. Bachelor’s degree in Hospitality Management, Human Resources, or a related field preferred. WHY CHETOLA One of the largest private employers in the county with a dynamic work setting and strong potential for career growth Join a dedicated and growing team shaping the next era of a beloved mountain resort Contribute meaningfully to a culture rooted in connection, craftsmanship, and care Competitive salary Comprehensive benefits offered to full-time eligible employees, including health, dental, vision, and supplemental benefits as well as PTO, and on-property perks Chetola Resort is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law.

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Responsibilities

The People & Guest Relations Manager will lead guest service at the Front Desk and support HR initiatives. This role involves ensuring exceptional experiences for both guests and team members while maintaining communication across departments.