Rooms Division Manager

Smoky Mountain Resorts • Pigeon Forge, TN

1d • $60,000 - $70,000

About The Position

The Rooms Division Manager is a key leader responsible for the daily operations and culture of the housekeeping department at Smoky Mountain Resorts. The role directs, organizes, motivates, and coaches housekeeping team members, with a strong focus on cleanliness, quality, guest satisfaction, and financial objectives. The company offers mentorship and leadership development. The stated schedule is Wednesday and Thursday off, with work Friday through Tuesday from 8 AM to 5 PM; shifts may last 8 to 10 or more hours, and the manager may work 5 or 6 or more days per week depending on occupancy and staffing demand. Weekend and holiday work is required during periods of peak demand.

The manager oversees housekeeping, linen, inventory, and supplies; develops schedules; supports coordination with the Front Desk; trains and inspects team members; and helps ensure compliance with company, state, federal, safety, and quality standards. The position also includes recruiting support, performance management, conflict resolution, guest-service leadership, confidentiality, and participation in leadership training.

The role requires a high school diploma or equivalent, at least five years of progressive management experience, including at least three years directly supervising 15 or more team members, and experience in hospitality, restaurant, retail, or healthcare. A valid driver’s license and eligibility for company insurance are required. The work involves frequent standing and walking, repeated climbing and descending of stairs, occasional lifting and moving of up to 50 pounds, and tolerance for varying outdoor temperatures.

Requirements

• High school diploma or equivalent.
• At least 5 years of progressive management experience.
• At least 3 years of direct supervisory experience managing 15 or more team members.
• Experience in at least one of these industries: hospitality, restaurant, retail, or healthcare.
• Valid driver’s license and ability to be covered by company insurance.
• Ability to work in a fast-paced, demanding environment and effectively manage people.
• Fluent English communication skills, including speaking, understanding, reading, and writing; ability to adapt Spanish interpretation when necessary.
• Strong organizational skills, attention to detail, prioritization, planning, deadline management, and time management.
• Ability to address conflict by clarifying issues, bringing parties together, identifying solutions, and monitoring resolution.
• Proficiency with Microsoft software, including Outlook and Excel.
• Ability to learn and use the Purple Cloud, Paycor, and advanced Property Management systems.
• Ability to monitor guest incidents and property areas for potential unsafe conditions and request assistance when necessary.
• Ability to work well with a diverse workforce and demonstrate integrity, accountability, flexibility, patience, sound judgment, and a positive, collaborative attitude.
• Ability to work weekends and holidays during peak demand, and 8 to 10 or more hours per shift, 5 or 6 or more days per week as business needs require.
• Ability to tolerate varying temperatures while working outdoors and to perform the physical functions described in the posting.

Responsibilities

• Direct daily housekeeping operations, including housekeeping services, linen, inventory, and supplies.
• Provide team members with the resources they need to perform their work.
• Develop weekly housekeeping schedules for review and approval based on occupancy, and ensure schedules comply with SMR, state, and federal FLSA guidelines.
• Train and transition to electronic files where applicable to the role.
• Coordinate with Front Desk team members on early check-ins and late check-outs to support guest expectations and revenue opportunities.
• Interact positively and professionally with team members and guests across shifts and situations.
• Comply with TOSHA certification requirements, biohazard procedures, safe-handling responsibilities, and company operating policies and procedures.
• Coach team members, provide regular feedback and immediate instruction as needed, and support their development and engagement.
• Assist with recruiting and candidate evaluation in compliance with labor laws and company policies.
• Foster a positive team atmosphere, recognize achievements, celebrate successes, and address workplace conflict and team member issues promptly and professionally.
• Conduct annual performance reviews that encourage two-way communication.
• Lead by example and teach excellent guest service in support of guest satisfaction and repeat visits.
• Train, coach, and inspect housekeeping work to ensure cleanliness, timeliness, and resort standards are met.
• Assist the property GM with performance issues and progressive disciplinary measures, up to and including termination.
• Participate in leadership training classes and maintain accuracy, confidentiality, sound judgment, and safe, organized work areas.
• Perform other related duties as required or assigned.

Benefits

• Company-paid vacation after one year of service through the Years of Service Getaway.
• 401(k) with 4% company match.
• Health, dental, and vision insurance for $29 per week.
• Paid time off.
• Sick time.
• Maternity and paternity leave.
• Professional growth opportunities.
• Tuition reimbursement.
• Employee discounts.

What This Job Offers

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