Assistant Guest Services Manager

Wilderness Resort•Sevierville, TN

17h

About The Position

Assistant Guest Experience Managers are working managers responsible for overseeing front desk operations, providing guest assistance, and supporting team members during their shifts. They supervise and coach associates, leads, and supervisors while balancing administrative responsibilities such as scheduling, timecard corrections, documentation, and financial accuracy. Assistant Managers act as a bridge between Supervisors and the Guest Experience Manager, ensuring consistent service recovery, departmental training, and smooth shift operations. Guest Experience Assistant Managers are expected to be capable of performing any and all functions of a Guest Service Supervisor, Night Auditor, PBX Operations, Associate, or Resort Attendant. They also support long-term initiatives such as retention, incentives, and process improvements.

Requirements

Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of guests, managers, executives, and other employees of the organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Strong leadership skills and ability to motivate people.
Requires good negotiation and listening skills.
Ability to act independently with little supervision.
Hands-on manager, well organized, detail-oriented, creative thinker.
Skilled in problem-solving and staff training.
Efficiently handle multiple duties.
Requires the ability to operate various office equipment including a computer, word processing, spreadsheets, voice mail, copier, fax, and calculator.
Requires a good understanding of company policies and procedures.
Working knowledge of resort amenities, room designs, and general resort knowledge.
Ability to handle stressful situations
Good attendance and punctuality.
Exhibits professionalism.
Exhibits good grooming habits.
Wears the proper uniform.
Works efficiently.
Follows all resort and office policies and standard operating procedures.
Conducts themselves in a professional manner with a positive attitude.

Responsibilities

Provide guest assistance by phone or in person.
Perform check-ins, check-outs, and payment collection accurately.
Respond to guest complaints, initiate service recovery, and ensure issues are documented.
Assist supervisors and associates in resolving guest concerns to ensure the front desk is a seamless and enjoyable part of the guest experience.
Operate the PBX system as needed.
Sell add-on Experience or goods to guests.
Distribute service calls to internal support departments.
Supervise team member activities and oversee front desk operations during scheduled shifts.
Stock supplies and ensure cleanliness of the front desk and lobby area.
Review and reconcile credit card transactions in the property management system against the merchant processor.
Correct errors that occur within the PMS or merchant processor.
Manage timecards and perform corrections within required timelines.
Hire, coach, discipline, and terminate employees as needed.
Provide training, feedback, and development to associates, leads, and supervisors.
Track departmental incentive and retention programs; generate new ideas that enhance engagement and performance.
Perform administrative tasks to ensure smooth departmental operation.
Act as department head when the Guest Experience Manager is absent.
Perform other duties as assigned by management.