Assistant Guest Services Manager

Wilderness Resort•Sevierville, TN

About The Position

The Assistant Guest Services Manager is a working manager who oversees front desk operations, assists guests, and supports team members during assigned shifts. The role supervises and coaches associates, leads, and supervisors while handling administrative duties such as scheduling, timecard corrections, documentation, and financial accuracy. It serves as a bridge between Supervisors and the Guest Experience Manager, helping maintain consistent service recovery, departmental training, and smooth shift operations. The manager is expected to be capable of performing the functions of a Guest Service Supervisor, Night Auditor, PBX Operator, Associate, or Resort Attendant, and supports longer-term retention, incentive, and process-improvement initiatives. The position directly supervises subordinate managers, supervisors, and line staff, and performs supervisory responsibilities in accordance with organizational policies and applicable laws. These include interviewing, hiring, training, assigning and directing work, evaluating performance, recognizing and disciplining employees, and resolving complaints and problems. When the Guest Experience Manager is absent, the Assistant Manager acts as department head. The position requires an associate 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. The role involves frequent standing, walking, sitting, reaching, talking or hearing, and handling or feeling objects; occasional climbing, balancing, stooping, kneeling, crouching, crawling, and lifting up to 25 pounds. The work environment may occasionally include fumes or airborne particles, wet or humid conditions, and outdoor weather. Noise levels are moderate.

Requirements

Associate 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 work independently with little supervision.
Hands-on management approach; well-organized, detail-oriented, and creative.
Problem-solving and staff-training skills.
Ability to handle multiple duties efficiently and stressful situations.
Ability to operate office equipment, including a computer, word-processing and spreadsheet software, voicemail, copier, fax, and calculator.
Good understanding of company policies and procedures.
Working knowledge of resort amenities, room designs, and general resort information.
Good attendance and punctuality; professionalism, good grooming, and proper uniform.
Ability to work efficiently and follow resort and office policies and standard operating procedures.
Professional manner and positive attitude.
Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, or governmental regulations; write reports, business correspondence, and procedure manuals; and present information and respond to questions.
Ability to calculate figures and amounts such as 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, and work with abstract and concrete variables.
Ability to meet the physical demands of the role, including frequent standing, walking, sitting, reaching, talking or hearing, and using hands to handle or feel objects; occasional climbing, balancing, stooping, kneeling, crouching, crawling, and lifting up to 25 pounds.

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 support 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 maintain cleanliness of the front desk and lobby area.
Review and reconcile credit card transactions in the property management system against the merchant processor.
Correct errors in the property management system or merchant processor.
Manage timecards and make corrections within required timelines.
Interview, hire, coach, discipline, and terminate employees as needed.
Train, provide feedback to, and develop associates, leads, and supervisors.
Track departmental incentive and retention programs and develop ideas to improve engagement and performance.
Perform administrative tasks that support smooth departmental operations.
Act as department head when the Guest Experience Manager is absent.
Perform other duties as assigned by management.
Plan, assign, and direct work; appraise performance; reward and discipline employees; and address complaints and resolve problems.