Guest Experience Lead — Front Desk Supervisor

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

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.