Guest Relations Supervisor - Hospitality

Smoky Mountain Resorts • Sevierville, TN

1d • Onsite

About The Position

Smoky Mountain Resorts is seeking a Guest Relations Supervisor to join their family-focused, collaborative, and goal-driven hospitality team. This role is crucial in maintaining clear and open communication with guests, perfecting problem-solving and communication skills, and working 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 guests throughout their stay, upholding the SMR’s ‘Spirit of Hospitality’.

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.
• 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.
• Be in good physical condition and be able to perform indoor and outdoor duties.
• Maintain a culture of legendary service and hospitality among all team members.
• Specific vision abilities required: peripheral, distance, close, and depth perception and the ability to adjust vision focus.
• Regularly required to talk, hear, and sit, use hands to finger, touch, handle, and feel.
• Frequently required to stand, walk, climb and descend numerous flights of stairs consistently.
• Required to use hand, arm, and leg to reach, bend, push, pull, stoop, kneel, and crouch.
• Occasionally lift and move up to 50 pounds daily on their own.
• Ability to tolerate various temperatures while working outdoors.
• Continuous ability to remember information.

Nice To Haves

• Hospitality experience preferred.

Responsibilities

• Manage the business by working 8-10+ hours per shift, 5 or 6+ days each week, based on occupancy and staffing demand.
• Work holidays and weekends during peak demand to ensure operations run efficiently.
• 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 as expected.
• Answer guest questions, both in person and over the phone.
• Create problem-solving solutions for guests and guest relations representatives’ questions and concerns, escalating to senior management when necessary.
• Act as a liaison between guests and various Resort teams (maintenance, housekeeping, aquatics, etc.) to ensure proper communication and expedite problem-solving.
• Execute company front desk policies and procedures.
• Operate the Maestro booking system for efficient check-in and check-out.
• Complete TOSHA certification to handle biohazards.
• Contribute to a professional and positive front desk environment.
• Interact with guests to ensure they are having a top-notch vacation experience.
• Understand and comply with all safety regulations and operate systems in accordance with safety measures.
• Host a safe and interactive environment for children and families.
• 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