Assistant Guest Services Manager

Wilderness at the Smokies•Sevierville, TN

About The Position

Assistant Guest Experience Managers are working managers who oversee front desk operations, assist guests, and support team members during their shifts. They supervise and coach associates, leads, and supervisors while handling administrative responsibilities such as scheduling, timecard corrections, documentation, and financial accuracy. They serve as a bridge between Supervisors and the Guest Experience Manager, supporting consistent service recovery, departmental training, and smooth shift operations. They are expected to be capable of performing the functions of a Guest Service Supervisor, Night Auditor, PBX Operations, Associate, or Resort Attendant, and contribute to longer-term initiatives involving retention, incentives, and process improvements. The role supervises subordinate managers, supervisors, and line staff in accordance with organizational policies and applicable laws. It includes interviewing, hiring, training, directing, evaluating, rewarding, and disciplining employees, as well as addressing complaints and resolving problems. The position may act as department head when the Guest Experience Manager is absent. The work involves frequent standing, walking, sitting, reaching, talking or hearing, and handling objects; occasional climbing, balancing, stooping, kneeling, crouching, crawling, and lifting up to 25 pounds. The role is occasionally exposed to fumes or airborne particles, wet or humid conditions, and outdoor weather. Noise levels are moderate.

Requirements

Associate's degree or equivalent from a two-year college or technical school, or six months to one year of related experience and/or training, or an equivalent combination of education and experience.
Strong leadership skills and ability to motivate people.
Good negotiation and listening skills.
Ability to act independently with little supervision.
Hands-on management approach; well organized, detail-oriented, and creative.
Problem-solving and staff-training skills.
Ability to efficiently handle multiple duties.
Ability to operate office equipment, including a computer, word processing and spreadsheet applications, voicemail, copier, fax, and calculator.
Good understanding of company policies and procedures.
Working knowledge of resort amenities, room designs, and general resort information.
Ability to handle stressful situations.
Good attendance and punctuality; professionalism, good grooming, proper uniform, efficiency, adherence to resort and office policies and procedures, and a positive attitude.
Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, and governmental regulations; write reports, business correspondence, and procedure manuals; and present information and respond to questions from guests and employees at various organizational levels.
Ability to calculate discounts, interest, commissions, proportions, percentages, area, circumference, and volume, and apply basic algebra and geometry.
Ability to define problems, collect data, establish facts, draw valid conclusions, interpret technical instructions in mathematical or diagram form, and work with abstract and concrete variables.
Ability to meet the physical demands of the role, with reasonable accommodations where applicable.

Responsibilities

Provide guest assistance by phone or in person.
Perform check-ins, check-outs, and payment collection accurately.
Respond to guest complaints, initiate service recovery, and ensure issues are documented.
Assist supervisors and associates in resolving guest concerns to ensure a seamless front desk experience.
Operate the PBX system as needed.
Sell add-on experiences or goods to guests.
Distribute service calls to internal support departments.
Supervise team member activities and oversee front desk operations during scheduled shifts.
Stock supplies and ensure cleanliness of the front desk and lobby area.
Review and reconcile credit card transactions in the property management system against the merchant processor, and correct errors.
Manage timecards and make corrections within required timelines.
Hire, coach, discipline, and terminate employees as needed.
Provide training, feedback, and development to associates, leads, and supervisors.
Track departmental incentive and retention programs and develop ideas to enhance engagement and performance.
Perform administrative tasks to ensure smooth departmental operations.
Act as department head when the Guest Experience Manager is absent.
Perform other duties as assigned by management.
Interview, hire, train, plan, assign, and direct employees’ work; appraise performance; reward and discipline employees; address complaints and resolve problems.