Manager on Duty

Wilderness Resort•Sevierville, TN

5d•Onsite

About The Position

The Resort Manager on Duty (MOD) serves as the primary operational leader and definitive executive authority for the resort in the absence of the General Manager and Assistant General Manager. This critical role ensures the seamless daily operation of the property, balancing exceptional guest satisfaction with rigorous safety, security, and facility standards. Operating as a highly visible leader across all departments, the MOD is responsible for swift problem resolution, enforcing company policies, and providing immediate support during peak occupancy. The ideal candidate is a decisive, level-headed professional capable of serving as the on-site Incident Commander during emergencies, resolving escalated guest disputes with financial authority, and driving a culture of operational excellence throughout the resort.

Requirements

Associate’s degree (A.A.) or equivalent from two-year college or technical school; or six months to one year 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, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Tennessee Driver’s License: Or ability to obtain one within 30 days of employment.
Safety Certifications: CPR/AED/First aid certification within 3 months of hire and kept current thereafter.
Food & Beverage: SERV Safe Manager Certification within one year of hire.
Emergency Response: EMR Certification within one year of hire and kept current thereafter.
Strong ability to motivate teams, actively listen, and negotiate win-win solutions to complex issues.
Thrives in high-stress situations with a level-headed, professional demeanor.
Self-starter capable of acting independently with minimal supervision while adhering strictly to company policies and standard operating procedures.
Comprehensive working knowledge of resort amenities, room designs, and food/beverage operations (including menu knowledge, preparation, and presentation).
Proficient with modern office productivity software and departmental guest service technologies/platforms (including V1, HotSOS, Zingle, Micros, etc.).
Exhibits high standards of personal organization, creative problem-solving, punctuality, grooming, and uniform compliance.
Regularly talk or hear.
Frequently stand, walk, sit, and use hands to finger, handle, or feel.
Occasionally reach with hands and arms, climb or balance, taste or smell, and stoop, kneel, crouch, or crawl.
Frequently lift up to 10 and 25 pounds.
Occasionally lift up to 50 pounds with assistance.
Close Vision, Distant Vision, Color Vision, Peripheral Vision, Depth Perception.

Responsibilities

Serve as the primary operational authority acting on behalf of the General Manager (GM) and Assistant General Manager (AGM) in their absence.
Maintain constant radio availability to provide immediate leadership and support across the facility.
Conduct routine department checks across the waterpark and hotel.
Monitor safety compliance, facility cleanliness, and staffing levels, proactively assisting departments during peak occupancy or staffing shortages.
Fairly and consistently enforce company policies and safety protocols across all departments, setting a positive, professional example during all staff interactions.
Compile and distribute comprehensive daily shift reports to executive leadership detailing activities, operational issues, and departmental metrics at the end of each shift.
Maintain full authority to resolve escalated guest disputes during MOD shifts.
Utilize independent judgment and hotel policies to issue appropriate financial adjustments (comps/refunds) to ensure total guest satisfaction.
Utilize the internal CRM/feedback system (e.g., Track) to promptly and professionally respond to guest surveys and reviews.
Serve as the on-site Incident Commander during critical incidents in the absence of the GM, AGM, and Director of Risk Management.
Maintain full proficiency in the property's Emergency Response Guide.
Respond swiftly and react to all in-house emergencies.
Cooperate and coordinate seamlessly with emergency services personnel (Fire, Police, EMS, and EMA) during critical incidents.
Investigate, document, and complete all internal incident and accident reports.
Conduct necessary follow-ups with reporting parties and proactively notify the Director of Risk Management of any company damages or liability concerns.
Execute all other duties as assigned by executive management to support resort operations and goals.
Indirectly supervises resort staff as necessary during MOD shifts to ensure our property provides excellent guest service.
Responsible for operational openings and closures in consultation with departmental leadership and/or executive staff.