What are the responsibilities and job description for the Guest Service Manager position at Aatmos Hospitality, LLC?
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