Guest Service Manager

The Wayback — A Marriott Tribute Portfolio

At The Wayback, the bold, vibrant experience our guests love depends on a team that is as energetic and genuine as the property itself. As Guest Service Manager, you are a key leader at one of Pigeon Forge's most distinctive hotels — driving the front of house operation, supporting revenue and sales efforts, and ensuring every guest leaves with a lasting impression of The Wayback. This is a high-impact leadership role for a self-motivated, results-oriented hospitality professional who takes full ownership of the guest experience, thrives in a fast-paced environment, and brings the same effortlessly laid-back energy to their leadership style as The Wayback brings to everything it does.

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What You'll Do

Guest Experience & Service Standards

• Ensure the hotel consistently meets or exceeds AATMOS Hospitality and Marriott Tribute Portfolio standards for guest satisfaction
• Analyze service and quality issues, identify training needs, and implement programs to optimize results
• Champion open, effective internal and external communication across all departments and with guests
• Maintain a professional, welcoming environment that reflects the unique character and energy of The Wayback

Revenue, Sales & Marketing

• Actively support revenue goals and contribute to the effective use of yield management and revenue maximization tools
• Participate in the preparation and implementation of the hotel's annual marketing plan
• Support sales efforts and capitalize on revenue opportunities across all channels
• Make sales calls to key accounts and maintain active relationships with key community and business partners

Community Involvement

• Develop and maintain relationships with the Pigeon Forge Chamber of Commerce, Convention and Visitors Bureau, local government, schools, and other community and civic organizations
• Ensure The Wayback maintains a strong and positive standing within the local Pigeon Forge community

Team Leadership & Development

• Motivate, coach, and train team members, set clear goals, and hold team members accountable with consistent feedback, rewards, and recognition
• Effectively manage and motivate associates to drive financial results and guest and associate satisfaction
• Demonstrate a high level of integrity, take ownership of personal and team actions, and nurture a positive, professional work environment
• Communicate effectively, promote collaboration, and adhere to all AATMOS Hospitality and Marriott Tribute Portfolio standard operating procedures

What We're Looking For

Experience & Education

• College degree or higher required
• Minimum 3 years of hotel operations experience with at least 2 years at the management level

Skills & Abilities

• Strong leader, self-motivator, and team builder with the ability to drive guest satisfaction, support revenue goals, and develop a high-performing team
• Excellent communication, organizational, and problem-solving skills with exposure to sales, marketing, and community relations

Physical & Schedule Requirements

• Flexible availability including evenings, weekends, and holidays as needed
• Ability to stand, walk, and lift up to 50 lbs throughout each shift