Hotel Operations & Guest Experience Lead

Embassy Suites by Hilton Knoxville Downtown; Knoxville (TN); On-site; USD 42,000 - 56,000; Full time

Job summary

Kana Hotel Group seeks a proactive hospitality supervisor to lead frontline teams and uphold brand standards in Knoxville. You will conduct staff meetings, implement service programs, handle guest feedback, and support daily hotel operations to maximize guest satisfaction and revenue.

Your role requires 1-2 years in hospitality, strong communication, and the ability to multi-task across shifts, weekends, and holidays. You will collaborate with management to maintain service excellence.

Qualifications

• 1-2 years hospitality experience required.
• Bachelor's degree in business or related discipline preferred.
• Supervisory experience strongly preferred.
• Exceptional customer service and relationship-building skills.
• Ability to multi-task and work across shifts.
• Willingness to work weekends and holidays.
• Proficient with common computer software.

Responsibilities

• Conduct employee meetings and ensure staff are informed of policies and brand standards.
• Inform team of new programs to improve guest satisfaction and operational excellence; respond to guest complaints timely.
• Assist with inventory management to maximize room revenue and meet budgeted targets.
• Organize and prepare accounts payable/receivable; deposits.
• Input direct bill into system and maintain timecard accuracy.
• Create a positive and safe environment for employees and guests.
• Monitor and lead guest service team; resolve guest complaints.
• Train team members on brand standards and schedules.
• Ensure high associate morale by recognizing staff meeting guest expectations.
• Assist with staffing needs including interviewing and onboarding.
• Conduct regular hotel walkthroughs and report issues to GM.
• Maintain flexible scheduling to cover business needs and events.
• Collaborate interdepartmentally to drive efficiency.
• Assist with audits and implement improvements as needed.

Skills

Customer service

Effective communication

Relationship building

Multi-tasking

Education

Bachelor's degree in business or related discipline

Job description

Kana Hotel Group seeks a proactive hospitality supervisor to lead frontline teams and uphold brand standards in Knoxville. You will conduct staff meetings, implement service programs, handle guest feedback, and support daily hotel operations to maximize guest satisfaction and revenue.

Your role requires 1-2 years in hospitality, strong communication, and the ability to multi-task across shifts, weekends, and holidays. You will collaborate with management to maintain service excellence.