Guest Relations Supervisor

Smoky Mountain Resorts • Sevierville, TN

3d • Onsite

About The Position

Smoky Mountain Resorts is seeking a Guest Relations Supervisor to maintain clear and open communication with guests, perfect problem-solving and communication skills, and work alongside the Guest Relations Manager to train, encourage, and manage the Guest Relations Team. The goal is to ensure the front desk is an inviting environment for the entirety of the guest’s stay. This role involves managing the business by working 8-10+ hours per shift, 5 or 6+ days each week, based on occupancy and staffing demand. Holidays and weekends are affected by peak demand, requiring all team members to work together to keep operations running efficiently. The supervisor will direct and assist teammates with guest check-in/out processes, complete daily reports, check payments, and verify room statuses. Collaboration with the Guest Relations Manager is key for training and instructing the team, and weekly paperwork is expected. Special attention will be given to answering guest questions in person and over the phone, creating problem-solving solutions, and understanding when to escalate issues to senior management. The role also acts as a liaison between guests and various Resort teams (maintenance, housekeeping, aquatics, etc.) to ensure proper communication and expedite solutions. The supervisor will execute company front desk policies and procedures, operate the Maestro booking system, and complete TOSHA certification to handle biohazards. A professional and positive front desk environment is to be maintained, ensuring guests have a top-notch vacation experience while adhering to all safety regulations and company policies. Other incidental and related duties may be required.

Requirements

• High school diploma or equivalent required.
• 1-2 years of management experience required.
• Strong communication skills.
• Familiar with area attractions.
• Professional appearance, well groomed, and excellent hygiene required.
• Physical stamina that allows bending, climbing 3-5 flights of stairs consistently, lifting 40-50 pounds daily, and standing for long periods of time.
• Comfortable with handling conflict and multitasking.
• Valid driver’s license and ability to be on company insurance.
• Ability to deal with a diversified workforce.
• Be in good physical condition and be able to perform indoor and outdoor duties.
• Ability to work in a fast-paced, demanding work environment.
• Ability to communicate effectively and use the English language fluently: speak, understand, read, and write.
• Adapt Spanish interpretation when necessary.
• Strong organizational skills with excellent attention to detail (ATD).
• Must be able to prioritize, plan, meet deadlines and practice time management skills daily.
• Ability to accept that conflict happens; act to clarify the issue, bring parties together, identify a solution and monitor for resolution.
• Maintain strict confidentiality and excellent judgment regarding privileged information.
• Ensure my work areas are safe, organized and maintained.
• As a professional leader is honest, acts with integrity, follows through on commitments, accepts responsibility for my actions, approaches others in a tactful manner, and reacts well under pressure.
• Clearly distinguishes between right and wrong.
• Highly motivated, energetic, flexible, cooperative, patient, good listener, friendly, caring and compassionate.
• Enjoy working with people, training others and providing excellent guest service.
• Willingness to learn best practices and adapt to procedural changes.
• Contributes to building a positive team spirit, shares expertise and recognizes the accomplishments of others.
• Recognized as a positive influence on others.
• Ability and commitment to work well with other staff.
• Appearance, hygiene, and dress represent the company’s image.
• Specific vision abilities required for this job include peripheral, distance, close, and depth perception and the ability to adjust vision focus.
• The employee is regularly required to talk, hear, and sit, use hands to finger, touch, handle, and feel.
• The employee is frequently required to stand, walk, climb and descend numerous flights of stairs consistently.
• The employee is required to use hand, arm, and leg to reach, bend, push, pull, stoop, kneel, and crouch.
• The employee must occasionally lift and move up to 50 pounds daily on their own.
• Ability to tolerate various temperatures while working outdoors.
• This position requires continuous ability to remember information.

Nice To Haves

• Hospitality experience preferred.

Responsibilities

• Direct and assist teammates with guest check-in/out processes.
• Complete daily reports.
• Check payments and verify room statuses.
• Collaborate with the Guest Relations Manager to train and instruct the Guest Relations team.
• Complete weekly paperwork.
• Answer guest questions, both in person and over the phone.
• Create problem-solving solutions to guests and guest relation representatives’ questions and concerns.
• Act as a liaison between guests and various Resort teams (maintenance, housekeeping, aquatics, etc.) to ensure proper communication and expedite problem-solving solutions.
• Execute company front desk policies and procedures.
• Operate the Maestro booking system.
• Complete TOSHA certification to handle biohazards.
• Contribute to a professional and positive front desk environment.
• Interact with guests and ensure they are having a top-notch vacation experience.
• Understand all safety regulations and operate systems in accordance with all safety measures.
• Host a safe and interactive environment that all children and families can enjoy.
• Comply with all company operating policies and procedures.
• Perform other incidental and related duties as required and/or assigned.

Benefits

• Years of Service Getaway (receive a company paid vacation after a year of service)
• 401k with 4% company match
• Health, dental, and vision insurance for $29 per week
• Paid Time Off
• Sick Time
• Maternity/Paternity Leave
• Professional Growth Opportunities
• Tuition Reimbursement
• Employee Discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED