Guest Services Manager

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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

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