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. What You'll Do Guest Experience & Service Standards Ensure all front office staff deliver efficient, professional, and courteous serviceHandle guest complaints promptly and professionally, always resolving with genuine careMaintain 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 operationsProcess reservations, cancellations, and modifications accurately across all channels including phone, mail, and central reservation systemsMaintain 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 offTrain front desk personnel on the property management system and all front office equipment and proceduresBe willing and able to work any shift including audit shifts and cover when team members are unavailable