Manager on Duty - MOD

Smoky Mountain Resorts; Tennessee; On-site; USD 55,000 - 75,000; Full time

Job summary

Smoky Mountain Resorts Manager on Duty (MOD) is a key leader responsible for directing daily resort operations. The MOD partners with the General Manager to oversee Front Desk, Maintenance, Activities, Food & Beverage and common areas, coaching team members and driving guest satisfaction and repeat visits.

The role requires scheduling, adherence to applicable guidelines, ensuring safety and cleanliness, and maintaining SMR standards.

Job description

Job Description

The Manager on Duty (MOD) will become a key leader at one of the best ranked vacation resorts in America. Within your respective shift assignment(s), you will collaborate with the property General Manager (GM) to effectively direct and oversee all daily resort operations. This role is significant to lead with integrity and coach team members to success. The MOD will support SMR’s promise for guest satisfaction and future hotel stays through leading by example and teaching excellent guest service.

Primary Essential Duties & Responsibilities:

Managing the Business:

The MOD will work 8 to 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 the SMR property running efficiently.

1. Recognize my role is significant to manage team members, impact guest excellence initiatives and repeat visits for future hotel stays, to meet and/or exceed financial objectives for my property and SMR.


2. Collaborate with Senior Management to complete onboarding, professional counseling and training when necessary.


3. Direct and oversee all daily operations including, but not limited to, Front Desk, Maintenance, Activities, Food & Beverage and Common Areas.


4. Provide team members with what they need to do the job.


5. Train and transition to electronic files where applicable to my responsibilities.


6. As assigned, develop weekly electronic work schedules for review and approval to manage occupancy.


7. Ensure work schedules comply: SMR, State, and FLSA federal guidelines.


8. Support and communicate with Front Desk team members for efficiency in early check-ins and late check-outs to accommodate/exceed guest expectations and maximize potential revenue opportunities.


9. Interact with team members and guests in a positive and friendly manner during all shifts, in all situations.


10. Compliance with TOSHA certification, biohazards procedures and responsibilities for safety in handling.


11. Knowledge and ability to comply with all company operating policies and procedures.


12. Perform other incidental and related duties as required and/or assigned.


13. Management reserves the right to change, remove or add to these duties as necessary.

Team Members:

1. Create two-way communication with team members by providing regular feedback and immediate instruction when necessary.


2. Assist in recruiting to evaluate potential candidates, adhering to all federal and state labor laws as well as company policies and procedures for employment.


3. Be a coach for SMR’s most valuable resources – its team members.


4. Create a positive atmosphere in which team members are willing and able to maximize their potential.


5. Recognize performance achievements and celebrate team successes.


6. Responsible for team member engagement and resolving workplace conflict.


7. Address team member issues promptly and professionally in a manner that is consistent with SMR core values.


8. Conduct annual performance reviews in such a manner that promotes open two-way communication.


9. No team member will pose a direct threat to the health/safety of self or others.

Commitment to SMR’s Legendary Service:

1. Maintain the highest level of cleanliness, maintenance, and care throughout property grounds, pool areas, activity areas, common areas, back of house areas, and guest rooms.


2. Align with SMR’s promise for guest satisfaction and future hotel stays through leading by example and teaching excellent guest service.


3. Actively participate in empowering and encouraging team members to have exceptional guest interactions.


4. Personally, demonstrate a commitment to SMR standards by responding to management and team members promptly.

Quality of Work Statement:

1. Manage resort services to achieve SMR standards, positive constructive feedback and the cultivation of team member relations.


2. High standard of accuracy in all aspects of the job and other project assignments.


3. Consistently coach and inspect to ensure that all standards for cleanliness and timeliness goals are achieved by Housekeeping Team Members.


4. Troubleshoot and brainstorm problems as they arise and act effectively to prevent recurrence throughout all departments.


5. Assist the property GM to successfully deal with performance issues, including the administration of conduct for progressive disciplinary measures up to and including termination.