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. 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. 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. Monitor compliance with the Guest Relations’ Front Desk Policies and Procedures. 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. Support the Guest Relations Supervisor with team member’s training, instruction and coaching. 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. 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. Ensure communication is accurate when answering guest questions, both in person and over the phone. Train and transition to electronic files where applicable to my responsibilities. As assigned, develop weekly electronic work schedules for review and approval to manage occupancy. Ensure work schedules are in compliance: SMR, State, and FLSA federal guidelines. Interact with team members and guests in a positive and friendly manner during all shifts, in all situations. Compliance with TOSHA certification, biohazards procedures and responsibilities for safety in handling. Knowledge and ability to comply with all company operating policies and procedures. Perform other incidental and related duties as required and/or assigned. Management reserves the right to change, remove or add to these duties as necessary. Team Members: Create two-way communication with team members by providing regular feedback and immediate instruction when necessary. Create a positive atmosphere in which team members are willing and able to maximize their potential. Recognize performance achievements and celebrate team successes. Responsible for team member engagement and resolving workplace conflict. Address team member issues promptly and professionally in a manner that is consistent with SMR core values. Conduct annual performance reviews in such a manner that promotes open two-way communication. Act as a liaison between guests and various departments, including maintenance, housekeeping, aquatics, etc., to ensure proper communication and expedite problem-solving solutions. No team member will pose a direct threat to the health/safety of self or others. Commitment to SMR’s Legendary Service: Align with SMR’s promise for guest satisfaction and future hotel stays through leading by example and teaching excellent gu