Assistant Guest Service Manager

Holiday Inn & Suites Pigeon Forge

Holiday Inn & Suites Pigeon Forge is a welcoming, full-service hotel in the heart of the Smoky Mountains where families, couples, and adventure seekers come to experience everything this incredible region has to offer. As Guest Service Lead, you are a key member of the front of house team, stepping up to coordinate front desk operations, support reservations management, and ensure every guest interaction reflects the warmth and professionalism of Holiday Inn & Suites Pigeon Forge. Reporting to the Guest Service Manager, this is a role for someone who leads with confidence, communicates effectively, and takes genuine pride in delivering a seamless guest experience on every shift.

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What You'll Do

Guest Experience & Service Standards

• Ensure all front office staff deliver efficient, professional, and courteous service that meets or exceeds AATMOS Hospitality and Holiday Inn brand standards
• Handle guest complaints promptly and professionally, always resolving with genuine care
• Maintain the proper appearance of the lobby and all public areas throughout each shift and ensure all staff adhere to company uniform policy

Front Desk & Reservations Operations

• Coordinate daily front desk, reservations, guest services, and telephone operations
• Process reservations, cancellations, and modifications accurately across all channels including phone, mail, and central reservation systems
• Maintain complete knowledge of room types, rate plans, discount rate management, and the hotel's franchise policy on guaranteed reservations and no-shows
• Monitor front office communications logs and enforce all AATMOS Hospitality and Holiday Inn policies and procedures
• Inform the Guest Service Manager of any unusual developments in front office operations

Team Leadership & Support

• Indirectly supervise and ensure proper completion of all front office duties on days when the Guest Service Manager is off
• Train front desk personnel on the property management system and all front office equipment and procedures
• Be willing and able to work any shift including audit shifts and cover when team members are unavailable

What We're Looking For

Experience & Education

• High school diploma or equivalent required
• Minimum 1 year of hotel front office experience required

Skills & Abilities

• Strong communication and leadership skills with the ability to supervise a team and manage multiple priorities in a fast-paced environment
• Proficient in property management systems and front office equipment with the ability to train others
• Well-groomed and professional in appearance with a warm, courteous demeanor toward guests and associates alike

Physical & Schedule Requirements

• Flexible availability including evenings, weekends, and holidays
• Must be willing and able to work any shift including overnight audit shifts as needed
• Ability to stand and move throughout each shift and lift up to 50 lbs