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Guest Services Manager
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Goodwin Recruiting
Gatlinburg, TN (In Person)
$67,500 Salary, Full-Time
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Job Description
Job Summary To Apply for this Job Click Here Guest Services Manager Join a respected hospitality group in Gatlinburg managing over 150 vacation rental properties across Sevier County. This is a unique opportunity to lead a close-knit guest services team and deliver memorable experiences for every guest. You'll benefit from a collaborative, family-oriented culture and the chance to make a real impact alongside industry veterans. Guest Services Manager Benefits & Compensation Competitive salary ( $65K-$70K ) 3 weeks paid time off plus paid holidays 401(k) with company match Health, dental, and vision insurance Disability insurance Supportive work environment with long-tenured leadership Guest Services Manager Requirements & Qualifications Minimum 3 years of customer service experience Minimum 2 years of leadership or supervisory experience Weekend, holiday, and after-hours availability required Reliable transportation to and from work Proficiency with reservation systems and Microsoft Office Strong communication, problem-solving, and conflict management skills Ability to handle multiple priorities effectively Guest Services Manager Preferred Background & Skills Hospitality, vacation rental, hotel, or property management experience Call center and high-volume phone support background are helpful Familiarity with PMS systems (Track), Breezeway, or similar platforms Experience working cross-functionally with operations, maintenance, and housekeeping teams Guest Services Manager Day-to-Day Responsibilities Lead, mentor, and support a dedicated guest services team of two Oversee guest communications, reservations, and service escalations Ensure smooth collaboration with maintenance, housekeeping, and operations Manage sensitive guest issues, complaints, and service recovery with empathy Schedule team shifts to ensure coverage seven days a week Monitor call quality and uphold service standards Respond to after-hours emergencies as part of the on-call rotation Analyze guest feedback and drive process improvements to enhance satisfaction This is a full-time, in-office position with standard hours from 9:00 AM to 6:00 PM, five days per week, working most weekend days. Enjoy working with a stable, supportive team that values integrity, open communication, and genuine guest care.