Assistant Guest Services Manager

Wilderness-Hotel-and-Resort-In; Sevierville (TN); On-site; USD 42,000 - 64,000; Full time

Job summary

Wilderness-Hotel-and-Resort-In is seeking an Assistant Guest Experience Manager to oversee front desk operations, assist guests, and coach team members across shifts. The role bridges Supervisors and the Guest Experience Manager, ensuring smooth service and accurate administrative tasks.

Responsibilities include check-ins/check-outs, service recovery, staff training, scheduling, timecard corrections, and management of department incentives.

Qualifications

• Level 5 education; AA degree or equivalent.
• Six months to one year related experience.
• Ability to read, analyze, and interpret business materials.
• Ability to write reports, business correspondence, and procedures manuals.

Responsibilities

• Provide guest assistance by phone or in person.
• Perform check-ins, check-outs, and payment collection accurately.
• Respond to guest complaints and initiate service recovery.
• Supervise front desk operations during scheduled shifts.
• Review and reconcile credit card transactions in PMS and merchant processor.
• Hire, coach, discipline, and train employees as needed.
• Act as department head when Guest Experience Manager is absent.

Skills

Leadership

Negotiation

Independence

Hands-on management

Staff training

Multitasking

Office equipment

Policies & procedures

Resort knowledge

Stress management

Attendance

Professionalism

Grooming

Uniform adherence

Efficiency

Education

Associate degree or equivalent

Job description

SUMMARY: Assistant Guest Experience Managers are working managers responsible for overseeing front desk operations, providing guest assistance, and supporting team members during their shifts. They supervise and coach associates, leads, and supervisors while balancing administrative responsibilities such as scheduling, timecard corrections, documentation, and financial accuracy. Assistant Managers act as a bridge between Supervisors and the Guest Experience Manager, ensuring consistent service recovery, departmental training, and smooth shift operations. Guest Experience Assistant Managers are expected to be capable of performing any and all functions of a Guest Service Supervisor, Night Auditor, PBX Operations, Associate, or Resort Attendant. They also support long‑term initiatives such as retention, incentives, and process improvements.

ESSENTIAL DUTIES AND RESPONSIBILITIES: This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Provide guest assistance by phone or in person.
• Perform check-ins, check-outs, and payment collection accurately.
• Respond to guest complaints, initiate service recovery, and ensure issues are documented.
• Assist supervisors and associates in resolving guest concerns to ensure the front desk is a seamless and enjoyable part of the guest experience.
• Operate the PBX system as needed.
• Sell add‑on Experience or goods to guests.
• Distribute service calls to internal support departments.
• Supervise team member activities and oversee front desk operations during scheduled shifts.
• Stock supplies and ensure cleanliness of the front desk and lobby area.
• Review and reconcile credit card transactions in the property management system against the merchant processor.
• Correct errors that occur within the PMS or merchant processor.
• Manage timecards and perform corrections within required timelines.
• Hire, coach, discipline, and terminate employees as needed.
• Provide training, feedback, and development to associates, leads, and supervisors.
• Track departmental incentive and retention programs; generate new ideas that enhance engagement and performance.
• Perform administrative tasks to ensure smooth departmental operation.
• Act as department head when the Guest Experience Manager is absent.
• Perform other duties as assigned by management.

SUPERVISORY RESPONSIBILITIES: Manages and directly supervises subordinate managers, supervisors, and line staff. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE: Level 5

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.

LANGUAGE SKILLS: Level 4

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of guests, managers, executives, and other employees of the organization.

MATHEMATICAL SKILLS: Level 3

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY: Level 5

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.

QUALIFICATIONS:

• 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 including 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 resort knowledge.
• Ability to handle stressful situations
• Good attendance and punctuality.
• 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.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Activities:

• Frequently stand, walk, sit, reach with hands and arms, talk or hear, and use hands to finger, handle, or feel
• Occasionally climb or balance and stoop, kneel, crouch, or crawl

Lifting Activities:

• While performing the duties of this job, the employee is required to:
  • Occasionally lift up to 10 and 25 pounds.

Vision Requirements: Close vision, Peripheral vision, Ability to adjust focus

WORK ENVIRONMENT:

• Occasionally exposed to fumes or airborne particles, wet or humid conditions (non-weather), and outdoor weather conditions.

Noise Levels: Moderate