Guest Relations Supervisor

Smoky Mountain Resorts; Pigeon Forge (TN); On-site; USD 10,000 - 60,000; Full time

Job summary

Join a family-owned hospitality company as a Guest Relations Supervisor in Pigeon Forge, TN. In this role, you will be responsible for creating a welcoming environment for guests while leading a dedicated team to maintain high service standards. Ideal candidates will be strong communicators with management experience and a passion for hospitality.

Benefits

401k with 4% company match

Health, dental, and vision insurance for $12 per week

Paid Time Off

Sick Time

Maternity/Paternity Leave

Professional Growth Opportunities

Tuition Reimbursement

Years of Service Getaway

Employee Discounts

Qualifications

• 1-2 years management experience required.
• Hospitality experience preferred.

Responsibilities

• Manage guest check-in/out processes and assist with daily reports.
• Collaborate with the Guest Relations Manager to train team members.
• Engage with departments to ensure effective communication and problem-solving.

Skills

Communication

Problem Solving

Organization

Teamwork

Education

High school diploma or equivalent

Job description

Pay $21.00 - $25.00 per hour ($2.00/hr. shift differential for 2nd shift)

Who We Are:

Smoky Mountain Resorts is a family-focused, collaborative and goal-driven hospitality resort company. Our Great Smoky Mountains community is significant to us! As a third generation, family-owned, and operated business, we embrace a strong commitment to SMR’s ‘Spirit of Hospitality’ and our Smoky Mountain community.

Purpose:

Immerse yourself in the professional world as you maintain clear and open communication with guests from the very minute they walk through the doors. Perfect your problem-solving and communication skills while you work alongside the Guest Relations Manager to train, encourage, and manage the Guest Relations Team. Through your leadership, the front desk will be an inviting environment for the entirety of the guest’s stay.

Primary Essential Duties & Responsibilities:

Managing the Business:

The Guest Relations Supervisor will work 8-10+ hours per shift, 5 or 6+ days each week, based on occupancy and staffing demand. Holidays and weekends are affected by peak demand which means all team members must work together during those days to keep our operations running efficiently.

• Direct and assist teammates with guest check-in/out processes, complete daily reports, check payments and verify room statuses.
• Collaborate with the Guest Relations Manager to train and instruct the Guest Relations team.
• Complete weekly paperwork as expected.
• Devote special attention to answering guest questions, both in person and over the phone.
• Create problem solving solutions to guests and guest relation representatives’ questions and concerns, while also understanding when to provide information to senior management.
• Engage with all departments as a liaison between guests and various Resort teams, including maintenance, housekeeping, aquatics, etc., to ensure proper communication and expedite problem-solving solutions.
• Execute company front desk policies and procedures.
• Operate the Maestro booking system, to ensure a fast and efficient check-in and check-out process.
• Complete TOSHA certification to handle biohazards in compliance with proper training.
• Contribute to a professional and positive front desk environment.
• Interact with guests and ensure they are having a top-notch vacation experience.
• Understand all safety regulations and operate systems in accordance with all safety measures.
• Host a safe and interactive environment that all children and families can enjoy.
• Knowledge and ability to comply with all company operating policies and procedures.
• Perform other incidental and related duties as required and/or assigned. Management reserves the right to change, remove or add to these duties as necessary.

Commitment to SMR’s Legendary Service:

• Align with SMR’s promise for guest satisfaction and future hotel stays through leading by example and teaching excellent guest service.
• Actively participate in empowering and encouraging team members to have exceptional guest interactions.
• Personally, demonstrate a commitment to SMR standards by responding to management and team members promptly.

Quality of Work Statement:

• High standard of accuracy in all aspects of the job and other project assignments.
• Maintain strict confidentiality and excellent judgment regarding privileged information.
• Ensure my work areas are safe, organized and maintained.

Personality / Attitude:

• As a professional leader is honest, acts with integrity, follows through on commitments, accepts responsibility for my actions, approaches others in a tactful manner, and reacts well under pressure. Clearly distinguishes between right and wrong.
• Highly motivated, energetic, flexible, cooperative, patient, good listener, friendly, caring and compassionate.
• Enjoy working with people, training others and providing excellent guest service.
• Willingness to learn best practices and adapt to procedural changes.
• Contributes to building a positive team spirit, shares expertise and recognizes the accomplishments of others.
• Recognized as a positive influence on others.
• Ability and commitment to work well with other staff.
• Appearance, hygiene, and dress represent the company’s image.

Skills / Knowledge:

• Be in good physical condition and be able to perform indoor and outdoor duties.
• Ability to work in a fast-paced, demanding work environment.
• Maintain a culture of legendary service and hospitality among all team members.
• Ability to communicate effectively and use the English language fluently: speak, understand, read, and write. Adapt Spanish interpretation when necessary.
• Strong organizational skills with excellent attention to detail (ATD).
• Must be able to prioritize, plan, meet deadlines and practice time management skills daily.
• Ability to accept that conflict happens; act to clarify the issue, bring parties together, identify a solution and monitor for resolution.

Physical Requirements:

• Stand and walk for most of the workday.
• Apply physical dexterity with some bending, stretching, reaching, grabbing, holding, and carrying.

Education / Experience:

• High school diploma or equivalent required.
• Hospitality experience preferred.
• 1-2 years of management experience required.
• Familiar with area attractions.
• Professional appearance, well groomed, and excellent hygiene required.
• Physical stamina that allows bending, climbing 3-5 flights of stairs consistently, lifting 40-50 pounds daily, and standing for long periods of time.
• Comfortable with handling conflict and multitasking.
• Valid driver’s license and ability to be on company insurance.
• Ability to deal with a diversified workforce.
• Years of Service Getaway (receive a company paid vacation after a year of service)
• 401k with 4% company match
• Health, dental, and vision insurance for $12 per week
• Paid Time Off
• Sick Time
• Maternity/Paternity Leave
• Professional Growth Opportunities
• Tuition Reimbursement
• Employee Discounts

Essential Functions:

Specific vision abilities required for this job include peripheral, distance, close, and depth perception and the ability to adjust vision focus. The employee is regularly required to talk, hear, and sit, use hands to finger, touch, handle, and feel. The employee is frequently required to stand, walk, climb and descend numerous flights of stairs consistently. The employee is required to use hand, arm, and leg to reach, bend, push, pull, stoop, kneel, and crouch. The employee must occasionally lift and move up to 50 pounds daily on their own. Ability to tolerate various temperatures while working outdoors. This position requires continuous ability to remember information.

Collier Development Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Collier Development Company drives a warm and welcoming culture where ideas a