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