MOD - Guest Services

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. The MOD will support SMR’s promise for guest satisfaction and future hotel stays through leading by example and teaching excellent guest service.

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.

• 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.
• Collaborate with Senior Management to complete onboarding, professional counseling and training when necessary.
• Direct and oversee all daily operations including, but not limited to, Front Desk, Maintenance, Activities, Food & Beverage and Common Areas.
• As assigned, develop weekly electronic work schedules for review and approval to manage occupancy.
• 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.
• Interact with team members and guests in a positive and friendly manner during all shifts, in all situations.
• Knowledge and ability to comply with all company operating policies and procedures.
• Management reserves the right to change, remove or add to these duties as necessary.

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

• Assist in recruiting to evaluate potential candidates, adhering to all federal and state labor laws as well as company policies and procedures for employment.
• Recognize performance achievements and celebrate team successes.
• Conduct annual performance reviews in such a manner that promotes open two-way communication.

# Commitment to SMR’s Legendary Service:

• 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.
• Align with SMR’s promise for guest satisfaction and future hotel stays through leading by example and teaching excellent guest service.
• Personally, demonstrate a commitment to SMR standards by responding to management and team members promptly.

Quality of Work Statement:

• Manage resort services to achieve SMR standards, positive constructive feedback and the cultivation of team member relations.
• High standard of accuracy in all aspects of the job and other project assignments.
• Consistently coach and inspect to ensure that all standards for cleanliness and timeliness goals are achieved by Housekeeping Team Members.
• Assist the property GM to successfully deal with performance issues, including the administration of conduct for progressive disciplinary measures up to and including termination.
• Actively participate in SMR’s leadership training classes for continuous investment in hospitality and leadership expertise.

# Management Position Requirements:

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. Highly motivated, energetic, flexible, cooperative, patient, good listener, friendly, caring and compassionate.
Enjoy working with people, training others and providing excellent guest service.
Contributes to building a positive team spirit, shares expertise and recognizes the accomplishments of others.
Appearance, hygiene and dress represent the company’s image.

Ability to communicate effectively and use the English language fluently: speak, understand, read, and write. Adapt Spanish interpretation when necessary.
Must be able to prioritize, plan, meet deadlines and practice time management skills daily.
Proficient computer skills with Microsoft software, including Outlook and Excel, are required.
Digitally savvy with the ability to learn and use the Purple Cloud system, Paycor system and advanced Property Management system is required. Software systems may be deleted and/or added with innovations in new technology.
Ability to monitor and assess guest incidents and property areas which may potentially cause unsafe conditions, requesting assistance when necessary.

High school diploma or equivalent is required.

• 5 or more years of progressive management experience with 3 or more years directly supervising 15 team members is required. Leading and managing 16 or more team members is preferred.
• Hospitality, Restaurant, Retail and Healthcare.
• Years of Service Getaway (receive a company paid vacation after a year of service)
• Health, dental, and vision insurance for $29 per week
• Professional Growth Opportunities
• Tuition Reimbursement
• Ability to tolerate various temperatures while working outdoors. 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.

\The culture of East Tennessee can be characterized by our friendly nature, a passion for the outdoors, a desire to help others, and a commitment to excellence. Our organization is more than a set of hotels. We are a family-owned business in our third generation. We have a long and strong commitment to helping the East Tennessee community in any way we can.
To us, our community is personal!
We are seeking people that enjoy being part of a diverse team and of an open and accepting community. We are a hard-working, well-paying, fun-loving, passionate group of characters. Our housekeepers don’t just clean rooms, they control the reputation of our properties! Our front desk associates are excellent multi-taskers who thrive on the challenges of a full hotel of adventurous guests. Our Managers on Duty and Rooms Division Managers enjoy real responsibility and learn to run their areas efficiently and effectively. Our General Managers are truly General Managers, not just in title only. All manager level and associate level employees are not just expected to do work, but also shape the fun-loving, accepting culture and best practices of our fast-growing set of hotels! To enable them, we offer training on the technical aspects of each job, the company processes and procedures, and leadership.
About Smoky Mountain Resorts\r\n\r\nThe culture of East Tennessee can be characterized by our friendly nature, a passion for the outdoors, a desire to help others, and a commitment to excellence. Our organization is more than a set of hotels. We are a family-owned business in our third generation. We have a long and strong commitment to helping the East Tennessee community in any way we can.\r\n\r\nTo us, our community is personal!\r\n\r\nWe are seeking people that enjoy being part of a diverse team and of an open and accepting community. r\n\r\nOur Culture:\r\n\r\nWe are a hard-working, well-paying, fun-loving, passionate group of characters. Our housekeepers don’t just clean rooms, they control the reputation of our properties! Our front desk associates are excellent multi-taskers who thrive on the challenges of a full hotel of adventurous guests. Our Managers on Duty and Rooms Division Managers enjoy real responsibility and learn to run their areas efficiently and effectively. Our General Managers are truly General Managers, not just in title only. All manager level and associate level employees are not just expected to do work, but also shape the fun-loving, accepting culture and best practices of our fast-growing set of hotels! To enable them, we offer training on the technical aspects of each job, the company processes and procedures, and leadership.