Guest Service Supervisor

The Wayback - A 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 Supervisor, you are a key leader at one of Pigeon Forge's most distinctive hotels, guiding 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 all front office staff deliver efficient, professional, and courteous service
• 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 hotel policies

Team Leadership & Support

• 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 25 lbs