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. 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