Guest Service Manager

Poppy Bank; Pigeon Forge (TN); On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Medical insurance

Vision & dental discounts

Hotel travel program

Marriott employee travel

Paid time off

ZayZoon daily pay

Career growth opportunities

Job summary

The Wayback — A Marriott Tribute Portfolio in Pigeon Forge, TN is seeking a Guest Service Manager to lead front-of-house operations, drive guest satisfaction, and support revenue growth. This role requires a self-motivated hospitality professional who can manage teams, train staff, and uphold Marriott standards.

The position offers full-time employment with competitive base pay and benefits, including medical coverage and employee travel programs.

Qualifications

• College degree or higher required.
• Minimum 3 years of hotel operations experience with at least 2 years at the management level.

Responsibilities

• Ensure hotel meets or exceeds guest satisfaction standards.
• Analyze service and quality issues; identify training needs and implement programs.
• Champion open communication across departments and with guests.
• Maintain a professional, welcoming environment reflecting The Wayback’s character.
• Support revenue goals and use yield management tools.
• Assist in marketing planning and strategic initiatives.
• Support sales efforts and maintain relationships with key partners.

Skills

Leadership

Guest service

Communication

Organizational skills

Problem solving

Sales & marketing exposure

Community relations

Education

2 Year Degree

Job description

• Location The Wayback - A Tribute Portfolio,2760 Parkway,Pigeon Forge, TN, 37863,United States
• Base Pay $60,000.00 / Year
• Job Category Guest Service, Front Desk Management, Guest Service Manager
• Industry Hospitality & Tourism, Accommodations, Hotels
• Employee Type Full Time Exempt
• Required Degree 2 Year Degree

Contact information

• Name Nehad Sobhy

The Wayback — A Marriott Tribute Portfolio

At The Wayback, the bold, vibrant experience our guests love depends on a team that is as energetic and genuine as the property itself. As Guest Service Manager, you are a key leader at one of Pigeon Forge's most distinctive hotels — driving the front of house operation, supporting revenue and sales efforts, and ensuring every guest leaves with a lasting impression of The Wayback. This is a high-impact leadership role for a self-motivated, results-oriented hospitality professional who takes full ownership of the guest experience, thrives in a fast-paced environment, and brings the same effortlessly laid-back energy to their leadership style as The Wayback brings to everything it does.

What You'll Do

Guest Experience & Service Standards

• Ensure the hotel consistently meets or exceeds AATMOS Hospitality and Marriott Tribute Portfolio standards for guest satisfaction
• Analyze service and quality issues, identify training needs, and implement programs to optimize results
• Champion open, effective internal and external communication across all departments and with guests
• Maintain a professional, welcoming environment that reflects the unique character and energy of The Wayback
• Actively support revenue goals and contribute to the effective use of yield management and revenue maximization tools
• Participate in the preparation and implementation of the hotel's annual marketing plan
• Support sales efforts and capitalize on revenue opportunities across all channels
• Make sales calls to key accounts and maintain active relationships with key community and business partners

Community Involvement

• Develop and maintain relationships with the Pigeon Forge Chamber of Commerce, Convention and Visitors Bureau, local government, schools, and other community and civic organizations
• Ensure The Wayback maintains a strong and positive standing within the local Pigeon Forge community
• Motivate, coach, and train team members, set clear goals, and hold team members accountable with consistent feedback, rewards, and recognition
• Effectively manage and motivate associates to drive financial results and guest and associate satisfaction
• Demonstrate a high level of integrity, take ownership of personal and team actions, and nurture a positive, professional work environment
• Communicate effectively, promote collaboration, and adhere to all AATMOS Hospitality and Marriott Tribute Portfolio standard operating procedures

Requirements

What We're Looking For

Experience & Education

• College degree or higher required
• Minimum 3 years of hotel operations experience with at least 2 years at the management level

Skills & Abilities

• Strong leader, self-motivator, and team builder with the ability to drive guest satisfaction, support revenue goals, and develop a high-performing team
• Excellent communication, organizational, and problem-solving skills with exposure to sales, marketing, and community relations

Physical & Schedule Requirements

• Flexible availability including evenings, weekends, and holidays as needed
• Ability to stand, walk, and lift up to 50 lbs throughout each shift

Summary

• Medical insurance
• Discounted vision and dental insurance
• Employee hotel travel program with discounted rooms across the AATMOS portfolio
• Marriott employee travel program
• Paid time off, vacation pay, and sick pay
• ZayZoon daily pay — access your earned wages when you need them
• Opportunities for career growth within a growing hospitality group

At AATMOS Hospitality, we're committed to a positive, inclusive workplace where passionate hospitality professionals can thrive and grow. AATMOS Hospitality is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

This job description is a general overview of the position and is not exhaustive. AATMOS Hospitality reserves the right to modify this description as needed.