Soaky Mountain Guest Services Supervisor

Wilderness Resort•Sevierville, TN

1d•Onsite

About The Position

SUMMARY: The Guest Services Supervisor oversees the daily performance and productivity of Admissions Associates to ensure efficient, accurate, and guest-focused entry operations. This role focuses on supervising staff, monitoring ticketing and guest service procedures, and maintaining operational standards in alignment with company policies and safety protocols. The Admissions Supervisor works closely with the Admissions Manager to support parking operations, ticket sales, season pass processing, and guest service functions, ensuring a smooth and enjoyable experience for all park guests.

Requirements

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, on fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations re only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Tennessee Driver’s License or ability to obtain one within 30 days of employment
Strong leadership skills and ability to motivate people.
Requires good negotiation and listening skills.
Ability to act independently with little supervision.
Hands on manager, well organized, detail oriented, creative thinker.
Skilled in problem solving and staff training.
Efficiently handle multiple duties.
Requires the ability to operate various office equipment to include a computer, word processing, spreadsheets, voice mail, copier, fax, and calculator.
Requires a good understanding of company policies and procedures.
Working knowledge of resort amenities, room designs, and general golf knowledge.
Ability to handle stressful situations
Good attendance and punctual
Exhibits professionalism
Exhibits good grooming habits
Wears the proper uniform
Works efficiently
Follows all resort and office policies and standard operating procedures
Conducts themselves in a professional manner with a positive attitude

Responsibilities

Supervise and support Guest Services Associates, providing guidance, coaching, and performance feedback to ensure high levels of efficiency, accuracy, and guest satisfaction
Monitor daily guest services operations, including ticket scanning, ticket sales, season pass processing, and parking entry assistance
Oversee guest service functions handled by associates, including cabana rentals, lost and found assistance, and providing park information to guests
Ensure all admissions associates follow company policies, operational procedures, and safety protocols at all times
Conduct regular audits of ticketing systems, POS registers, scanners, and cash handling procedures to ensure accuracy, accountability, and compliance
Address guest concerns or complaints escalated from associates in a professional, timely, and solution-oriented manner
Assist with onboarding, training, and continuing development of guest services staff to maintain operational excellence and service quality
Monitor associate performance, identify training needs, and recommend disciplinary actions when necessary in coordination with the Guest Services Assistant Manager
Maintain a clean, organized, and safe guest services area, ensuring all entrances, queues, and guest-facing spaces reflect park standards
Collaborate closely with the Guest Services Assistant Manager and other departments (Operations, Park Services, Security) to ensure smooth entry procedures and overall park operations
Support the implementation of promotions, events, or special activities related to guest services ensuring associates are trained and prepared
Identify opportunities for process improvements in ticketing, guest services, and associate workflow, and report recommendations to the Guest Services Assistant Manager
Track and monitor associate attendance, punctuality, and productivity, providing feedback to maintain high team performance
Support employee morale and engagement by recognizing outstanding performance, assisting with team-building initiatives, and promoting a positive work environment
Assist with opening and closing procedures, ensuring guest services areas are fully prepared for daily operations and properly secured at the end of the day
Ensure compliance with cash handling and financial procedures, reporting discrepancies or operational issues to the Guest Services Assistant Manager
All other duties as assigned by management