SUMMARYResponsible for the daily operations & oversight of all Guest Service areas and Guest Service’s Staff including but not limited to Subordinate Managers, Guest Service Agents, Night Audit, PBX Operators, Expediter, etc. Primary responsibilities include but are not limited to the guest check in and out process, the maximization of revenues through effective cash controls, transactions reconciliation, immediate guest complaint & billing issues resolution and yield management. This position will also oversee all guest service relation aspects of the entire resort with assistance from departments throughout the property and the Wilderness Resorts and Waterparks brand. ESSENTIAL DUTIES AND RESPONSIBILITIES: this list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time. Schedule staff to efficiently run Guest Services in accordance with business patterns and the annual operations budget.Train, monitor, mentor and retrain staff to perform all Guest Services duties as directed and in accordance with resort and management philosophy.Work proactively to adjust schedules and staffing levels on the fly in order to provide the best in guest service as business patterns dictate..Develops and maintains a guest service rating program and provides monthly departmental feedback.Work in collaboration with resort departments to handle any and all operational and/or service issues. Works with the IT department to utilize technology in an effort to improve guest service and response/wait times on internal guest service issues.Monitors and inspects all guest rooms to ensure they meet property standards.Ensures that all guest billing questions, guest issues and/or concerns are addressed in a timely manner and in the best interest of the guest and resort.Empower and train staff/supervisors and managers to resolve guest complaints before they escalate in accordance with resolution guidelines and in the best interest of the guest and the resort.Ensure a neat and orderly work environment is maintained in all Guest Service areas including, but not limited to the front desks, guest employee work areas, and the multiple lobbies on the property.Develop and maintain an employee incentive programming for those who go above and beyond while providing exemplary guest service.Become and serve as the property’s foremost expert on V1, Zingle, HoTSOS, as well as any other guest service rooted application.Serve as the Guest Services’ liaison to the River Lodge Property Management Director Ensure various guest service related printed materials and consumables are inventoried and ordered in a timely manner based on the needs of the resort. Act as the Property’s Manager on Duty when needed.All other duties as assigned by management. SUPERVISORY RESPONSIBILITIES Manages subordinate managers and supervisors who supervise a total of 30-50 employees in the Guest Services department. Is responsible for the overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE ~7Fifth year college or university program certificate; or two to four years related experience and/or training; or equivalent combination of education and experience. LANGUAGE SKILLS ~ 4Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of guests, managers, executives and other employees of the organization. MATHEMATICAL SKILLS ~ 2Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. REASONING ABILITY ~ 5Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. OTHER QUALIFICATIONSStrong leadership skills and ability to motivate people, ability to act independently with little supervision, a hands on manager, well organized, detail oriented, creative thinker, skilled in problem solving and staff training, efficiently handles multiple duties, requires the ability to operate various office equipment to include a computer, voice mail, copier, fax, calculator, requires the ability to operate with various software such as word processing, spreadsheets and database, requires a good understanding of company policies and procedures, working knowledge of resort amenities, room designs, and general waterpark knowledge, good attendance, is punctual, exhibits professionalism, good grooming habits, wears the proper uniform, works efficiently, follows all resort and office policies and standard operating procedures and conducts themselves in a professional manner with a positive attitude. TN Driver’s License or ability to obtain one within 30 days of employment PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. While performing the duties of this job, the employee is regularly required to sit, stand, talk, and hear. The employee frequently is required to reach with hands and arms. The employee is regularly required to walk and stoop, kneel, crouch. The employee must regularly lift and/or move a minimum of 5 pounds, occasionally lift and/or move a maximum 10 pounds. Specific vision abilities required by this job is close vision. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to wet and or humid conditions; outside weather conditions and extreme heat. The noise level in the work environment is usually moderate.