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Guest Services Manager
Join a respected hospitality group in Gatlinburg managing over 150 vacation rental properties across Sevier County. This is a unique opportunity to lead a close-knit guest services team and deliver memorable experiences for every guest. You'll benefit from a collaborative, family-oriented culture and the chance to make a real impact alongside industry veterans.
Guest Services Manager Benefits & Compensation
- Competitive salary ($65K–$70K)
- 3 weeks paid time off plus paid holidays
- 401(k) with company match
- Health, dental, and vision insurance
- Disability insurance
- Supportive work environment with long-tenured leadership
Guest Services Manager Requirements & Qualifications
- Minimum 3 years of customer service experience
- Minimum 2 years of leadership or supervisory experience
- Weekend, holiday, and after-hours availability required
- Reliable transportation to and from work
- Proficiency with reservation systems and Microsoft Office
- Strong communication, problem-solving, and conflict management skills
- Ability to handle multiple priorities effectively
Guest Services Manager Preferred Background & Skills
- Hospitality, vacation rental, hotel, or property management experience
- Call center and high-volume phone support background are helpful
- Familiarity with PMS systems (Track), Breezeway, or similar platforms
- Experience working cross-functionally with operations, maintenance, and housekeeping teams
Guest Services Manager Day-to-Day Responsibilities
- Lead, mentor, and support a dedicated guest services team of two
- Oversee guest communications, reservations, and service escalations
- Ensure smooth collaboration with maintenance, housekeeping, and operations
- Manage sensitive guest issues, complaints, and service recovery with empathy
- Schedule team shifts to ensure coverage seven days a week
- Monitor call quality and uphold service standards
- Respond to after-hours emergencies as part of the on-call rotation
- Analyze guest feedback and drive process improvements to enhance satisfaction
This is a full-time, in-office position with standard hours from 9:00 AM to 6:00 PM, five days per week, working most weekend days. Enjoy working with a stable, supportive team that values integrity, open communication, and genuine guest care.
JOB ID: 177441
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Melissa Montero