Guest Service Supervisor

AATMOS; Pigeon Forge (TN); On-site; USD 38,000 - 56,000; Full time

Benefits offered by this job

Medical insurance

Dental & vision insurance

Employee hotel travel program

Paid time off

ZayZoon daily pay

Career growth opportunities

Job summary

The Wayback - A Tribute Portfolio in Pigeon Forge, TN seeks a Guest Service Supervisor to lead front of house, guide guest experience, and support revenue and sales efforts in a fast-paced hotel setting.

You will supervise front desk staff, coordinate reservations, handle guest issues with care, and train team on property management systems while upholding appearance and service standards.

Qualifications

• High school diploma or equivalent required.
• Minimum 1 year of hotel front office experience required.

Responsibilities

• Coordinate daily front desk, reservations, guest services, and telephone operations.
• Process reservations, cancellations, and modifications across channels.
• Maintain knowledge of room types, rate plans, and hotel policies.
• Supervise front office duties when the Guest Service Manager is off.
• Train front desk personnel on PMS and front office procedures.
• Be available for all shifts, including overnight audits.

Skills

Communication

Leadership

Property management systems

front office equipment

Training staff

Education

High school diploma

Job description

• Location The Wayback - A Tribute Portfolio,2760 Parkway,Pigeon Forge, TN, 37863,United States
• Job Category Guest Service, Front Desk, Front Desk Management
• Industry Hospitality & Tourism, Accommodations, Hotels
• Employee Type Full Time Non Exempt
• Required Degree High school

The Wayback - A 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 Supervisor, you are a key leader at one of Pigeon Forge's most distinctive hotels, guiding 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 all front office staff deliver efficient, professional, and courteous service
• Handle guest complaints promptly and professionally, always resolving with genuine care
• Maintain the proper appearance of the lobby and all public areas throughout each shift and ensure all staff adhere to company uniform policy

Front Desk & Reservations Operations

• Coordinate daily front desk, reservations, guest services, and telephone operations
• Process reservations, cancellations, and modifications accurately across all channels including phone, mail, and central reservation systems
• Maintain complete knowledge of room types, rate plans, discount rate management, and hotel policies
• Supervise and ensure proper completion of all front office duties on days when the Guest Service Manager is off
• Train front desk personnel on the property management system and all front office equipment and procedures
• Be willing and able to work any shift including audit shifts and cover when team members are unavailable

What We're Looking For

Experience & Education

• High school diploma or equivalent required
• Minimum 1 year of hotel front office experience required

Skills & Abilities

• Strong communication and leadership skills with the ability to supervise a team and manage multiple priorities in a fast-paced environment
• Proficient in property management systems and front office equipment with the ability to train others
• Well-groomed and professional in appearance with a warm, courteous demeanor toward guests and associates alike

Physical & Schedule Requirements

• Flexible availability including evenings, weekends, and holidays
• Must be willing and able to work any shift including overnight audit shifts as needed
• Ability to stand and move throughout each shift and lift up to 25 lbs

Summary

• Medical insurance
• Discounted vision and dental insurance
• Employee hotel travel program with discounted rooms across the AATMOS portfolio
• 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

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.