Guest Relations Manager

Guest Relations Manager

Pay: $50,000.00- $55,000.00 per year

Who We Are:

Smoky Mountain Resorts (SMR) is a family-focused, collaborative, and goal-driven hospitality resort company. Our Great Smoky Mountains community is significant to us. As a third generation, family-owned, and operated business, we embrace a strong commitment to SMR 'Spirit of Hospitality' and our Smoky Mountain community.

Purpose :


The Guest Relations Manager 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 Manager on Duty (MOD) and the General Manager (GM) to effectively direct and oversee daily Guest Relations operations. This role is significant to lead with integrity and coach team members to success. The Guest Relations Manager will support SMR promise for guest satisfaction and future hotel stays through leading by example and teaching excellent guest service. The Guest Relations Manager is responsible for ensuring guest satisfaction and employee accountability, as well as completing their daily work tasks and any additional tasks assigned.

Primary Essential Duties & Responsibilities:

Managing the Business:

The Guest Relations Manager will work 8-10+ 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 our operations 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. Direct and oversee all daily operations including, but not limited to, greeting guests, managing guest accounts, performing check-ins, providing room keys for rooms, credit card acceptance, registering guests for rewards programs, arranging special requests, and mitigating complaints.
3. Monitor compliance with the Guest Relations' Front Desk Policies and Procedures.
4. Direct and assist Guest Relations team members for efficiency in early check-ins and late check-outs to accommodate/exceed guest expectations and maximize potential revenue opportunities.
5. Support the Guest Relations Supervisor with team member's training, instruction and coaching.
6. Property applicable: Manage a well-trained team to operate the Maestro booking system, to ensure a fast and efficient check-in and check-out process.
7. Complete required weekly paperwork on a timely basis including, but not limited to, guest check-in/out processes, complete daily reports, check payments and room status verifications.
8. Ensure communication is accurate when answering guest questions, both in person and over the phone.
9. Train and transition to electronic files where applicable to my responsibilities.
10. As assigned, develop weekly electronic work schedules for review and approval to manage occupancy.
11. Ensure work schedules are in compliance: SMR, State, and FLSA federal guidelines.
12. Interact with team members and guests in a positive and friendly manner during all shifts, in all situations.
13. Compliance with TOSHA certification, biohazards procedures and responsibilities for safety in handling.
14. Knowledge and ability to comply with all company operating policies and procedures.
15. Perform other incidental and related duties as required and/or assigned.
16. 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. Create a positive atmosphere in which team members are willing and able to maximize their potential.
3. Recognize performance achievements and celebrate team successes.
4. Responsible for team member engagement and resolving workplace conflict.
5. Address team member issues promptly and professionally in a manner that is consistent with SMR core values.
6. Conduct annual performance reviews in such a manner that promotes open two-way communication.
7. Act as a liaison between guests and various departments, including maintenance, housekeeping, aquatics, etc., to ensure proper communication and expedite problem-solving solutions.
8. No team member will pose a direct threat to the health/safety of self or others.

Commitment to SMR's Legendary Service:

1. Align with SMR's promise for guest satisfaction and future hotel stays through leading by example and teaching excellent guest service.
2. Maintain a culture of legendary service and hospitality among all team members.
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 Guest Relations resort services to achieve SMR standards, positive constructive feedback and the cultivation of team member relations.
2. High standard for accuracy in all aspects of the job and other project assignments.
3. Create problem solving solutions for guests and team member's questions and concerns, while also knowing when to provide information to senior management.
4. Be a role model for a Team who are recognized as; professional, courteous, friendly representatives to SMR guests, vendors and other Front Desk visitors.
5. Actively participate in SMR's leadership training classes for continuous investment in hospitality and leadership expertise.
6. Maintain strict confidentiality and excellent judgment regarding privileged information.
7. Ensure my work areas are safe, organized and maintained.

Management Position Requirements :

Personality / Attitude:

• As a professional leader is honest, acts with integrity, follows through on commitments, accepts responsibility for my actions, approaches others in a tactful manner, and reacts well under pressure. Clearly distinguishes between right and wrong.
• Highly motivated, energetic, flexible, cooperative, patient, good listener, friendly, caring and compassionate.
• Enjoy working with people, training others and providing excellent guest service.
• Willingness to learn best practices and adapt to procedural changes.
• Contributes to building a positive team spirit, shares expertise and recognizes the accomplishments of others.
• Recognized as a positive influence on others.
• Ability and commitment to work well with other staff.
• Appearance, hygiene, and dress represent the company's image.

Skills / Knowledge:

• Ability to work in a fast-paced, demanding work environment.
• Ability to communicate effectively and use the English language fluently: speak, understand, read, and write. Adapt Spanish interpretation when necessary.

• Strong organizational skills with excellent attention to detail (ATD).
• Must be able to prioritize, plan, meet deadlines and practice time management skills daily.
• Ability to accept that conflict happens; act to clarify the issue, bring parties together, identify a solution and monitor for resolution.
• Proficient computer skills with Microsoft software, including Outlook and Excel which is required.
• Digitally savvy with the ability to learn and use Paycor system, and the advanced Property Management system (Maestro) is required. Country Cascades and The Resort will also use the Purple Cloud system, Guest XMS which is required. Software systems may be deleted and/or added with innovations in new technology.

Education / Experience:

• High school diploma or equivalent required.
• 2 or more years of progressive management experience with 3 or more years directly supervising a minimum of 10 team members is required.
• Experience in one or more of the following areas/industries is preferred which includes: Hospitality/Tourism, Hotels/Resorts and Reservations.
• Familiar with the Smokies area attractions.
• Valid driver's license and ability to be on company insurance.
• Ability to work within a diversified workforce.

B enefits:

• Years of Service Getaway (receive a company paid vacation after a year of service)
• 401k with 4% company match
• Health, dental, and vision insurance for $29 per week
• Paid Time Off
• Sick Time
• Maternity/Paternity Leave
• Professional Growth Opportunities
• Tuition Reimbursement
• Employee Discounts

Essential Functions :

Specific vision abilities required for this job include peripheral, distance, close, and depth perception and the ability to adjust vision focus. The employee is regularly required to talk, hear, and sit, use hands to finger, touch, handle, and feel. The employee is frequently required to stand, walk, climb and descend numerous flights of stairs consistently. The employee is required to use hand, arm, and leg to reach, bend, push, pull, stoop, kneel, and crouch. The employee must occasionally lift and move up to 50 pounds daily on their own. Ability to tolerate various temperatures while working outdoors. This position requires continuous ability to remember information.

Collier Development Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Collier Development Company drives a warm and welcoming culture where ideas and decisions from all people support our efforts to be relevant in an ever-changing world.