Guest Relations Manager — Lead Hospitality & Guest Experience

Smoky Mountain Resorts; Sevierville (TN); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

401k with 4% match

Health, dental, and vision insurance

Paid Time Off

Sick Time

Maternity/Paternity Leave

Professional Growth Opportunities

Tuition Reimbursement

Employee Discounts

Years of Service Getaway

Job summary

Smoky Mountain Resorts is seeking a Guest Relations Manager to lead daily guest services, work with the Manager on Duty and General Manager, and ensure exceptional guest experiences. You will coach staff, coordinate check-ins/outs, manage guest accounts, and drive service standards across shifts.

The role emphasizes integrity, accountability and teamwork within a family-owned hospitality environment in the Smoky Mountains. Summer and peak demand periods require flexibility.

Qualifications

• Fast-paced, demanding hospitality environment experience.
• Excellent English communication skills, both written and spoken.
• Strong organization and time-management abilities.
• Ability to manage multiple tasks and deadlines efficiently.
• Conflict resolution and guest-service oriented mindset.
• Proficiency with MS Office and hospitality software tools.

Responsibilities

• Oversee daily Guest Relations operations in collaboration with the MOD and GM.
• Greet guests, manage accounts, check-in/out, and handle special requests.
• Ensure adherence to Front Desk policies and procedures.
• Coach and train team members; develop weekly schedules.
• Maintain Maestro booking system efficiency and accurate daily reports.
• Communicate clearly with guests and staff across departments.

Skills

Fast-paced environment

English fluency

Organizational skills

Time management

Conflict resolution

Proficient in Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Outlook

Microsoft Excel

Paycor

Maestro (PMS)

Purple Cloud

Guest XMS

Job description

Smoky Mountain Resorts is seeking a Guest Relations Manager to lead daily guest services, work with the Manager on Duty and General Manager, and ensure exceptional guest experiences. You will coach staff, coordinate check-ins/outs, manage guest accounts, and drive service standards across shifts.

The role emphasizes integrity, accountability and teamwork within a family-owned hospitality environment in the Smoky Mountains. Summer and peak demand periods require flexibility.