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Pigeon Forge, United States Smoky Mountain Resorts Full time

**Guest Relations Supervisor**

**Pay $45,000.00-$55,000.00/yr.**

**Who We Are**:
Smoky Mountain Resorts 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’s ‘Spirit of Hospitality’ and our Smoky Mountain community.

**Purpose**:
Immerse yourself in the professional world as you maintain clear and open communication with guests from the very minute they walk through the doors. Perfect your problem-solving and communication skills while you work alongside the Guest Relations Manager to train, encourage, and manage the Guest Relations Team. Through your leadership, the front desk will be an inviting environment for the entirety of the guest’s stay.

**Primary Essential Duties & Responsibilities**:
**Managing the Business**:
The Guest Relations Supervisor 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.
- Direct and assist teammates with guest check-in/out processes, complete daily reports, check payments and verify room statuses.
- Collaborate with the Guest Relations Manager to train and instruct the Guest Relations team.
- Complete weekly paperwork as expected.
- Devote special attention to answering guest questions, both in person and over the phone.
- Create problem solving solutions to guests and guest relation representatives’ questions and concerns, while also understanding when to provide information to senior management.
- Engage with all departments as a liaison between guests and various Resort teams, including maintenance, housekeeping, aquatics, etc., to ensure proper communication and expedite problem-solving solutions.
- Execute company front desk policies and procedures.
- Operate the Maestro booking system, to ensure a fast and efficient check-in and check-out process.
- Complete TOSHA certification to handle biohazards in compliance with proper training.
- Contribute to a professional and positive front desk environment.
- Interact with guests and ensure they are having a top-notch vacation experience.
- Understand all safety regulations and operate systems in accordance with all safety measures.
- Host a safe and interactive environment that all children and families can enjoy.
- 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.**

**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 guest service.
- Actively participate in empowering and encouraging team members to have exceptional guest interactions.
- Personally, demonstrate a commitment to SMR standards by responding to management and team members promptly.

**Quality of Work Statement**:

- High standard of accuracy in all aspects of the job and other project assignments.
- Maintain strict confidentiality and excellent judgment regarding privileged information.
- Ensure my work areas are safe, organized and maintained.

**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**:

- Be in good physical condition and be able to perform indoor and outdoor duties.
- Ability to work in a fast-paced, demanding work environment.
- Maintain a culture of legendary service and hospitality among all team members.
- 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 res