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Guest Service Manager
Job
Stony Brook Cabins
Gatlinburg, TN (In Person)
Full-Time
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Job Description
Description The Guest Services Manager is responsible for leading the Guest Services team and ensuring exceptional experience for every guest of Stony Brook Cabins. This position oversees the daily operations of the Guest Services department, provides leadership and support to team members, and serves as the primary point of contact for guest-related concerns and escalations. The ideal candidate is a service-focused leader who thrives in a fast-paced hospitality environment and is committed to delivering outstanding guest satisfaction. Job Responsibilities Lead, coach, and develop the Guest Services team to provide exceptional customer service. Serve as the primary resource for guest service information, support, and issue resolution. Create and manage team schedules to ensure appropriate staffing coverage. Oversee reservations, guest communications, and escalated concerns, ensuring prompt and effective resolution. Coordinate with Maintenance, Housekeeping, Quality Control, Reservations, and Owner Relations teams to deliver a seamless guest experience. Manage guest complaints and service recovery efforts, including appropriate guest compensation when necessary. Monitor phone system performance and call quality standards. Train and coach team members on reservation and customer service best practices, company policies, and operational procedures. Provide support for after-hours guest emergencies and on-call escalations. Ensure compliance with Guest Rental Agreements, company policies. Identify and implement process improvements that enhance guest satisfaction and operational efficiency. Monitor guest feedback and online reviews to identify trends and opportunities for improvement. High School Diploma or GED required. Minimum of three (3) years of customer service experience. Minimum of two (2) years of leadership or supervisory experience. Hospitality, vacation rental, hotel, or property management experience preferred. Requirements High School Diploma or GED required. Minimum of three (3) years of customer service experience. Minimum of two (2) years of leadership or supervisory experience. Hospitality, vacation rental, hotel, or property management experience preferred. Stony Brook Cabins is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive workplace and do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, disability, or any other protected characteristic in accordance with applicable federal, state, and local laws.