Guest Experience Supervisor

Lead guest-facing operations and help create smooth, welcoming arrivals and departures at Wilderness Hotel and Resort Inc in Sevierville, TN (onsite). This role supports a strong guest experience through front desk service, phone coordination via PBX, and attentive handling of requests from check-in through check-out. You will play a key part in keeping documentation accurate, service calls routed to the right teams, and concerns addressed through service recovery.

What you will do

• Provide guest assistance by phone and in person, supporting front desk operations throughout the day.
• Process check-ins and check-outs accurately and efficiently.
• Collect deposits and payments while following PCI compliance.
• Distribute service calls to internal support departments as reported.
• Upsell and promote add-on services or goods to guests when appropriate.
• Initiate service recovery efforts when guest concerns arise.
• Operate the PBX system by answering and directing calls professionally.
• Stock supplies and maintain a clean, organized front desk area.
• Support lobby line control, traffic flow, and guest safety when needed.
• Perform other duties as assigned by management.

What you bring

• Ability to handle multiple duties efficiently.
• Skilled operation of office equipment including a computer, word processing, spreadsheets, voice mail, copier, fax, and calculator.
• A good understanding of company policies and procedures.
• Working knowledge of resort amenities, room designs, and general resort information.
• Ability to handle stressful situations while maintaining professionalism.
• Good attendance and punctuality.
• Professional appearance and standards: good grooming, proper uniform, and a professional, positive attitude.
• Strong follow-through with resort and office policies and standard operating procedures.

Education and language, math, and reasoning

• Education level: less than high school education; or up to one month of related experience or training; or an equivalent combination of education and experience.
• Language skills (Level 3): read and interpret documents, write routine reports and correspondence, and speak effectively before customers or employees.
• Mathematical skills (Level 2): add, subtract, multiply, divide, and compute rate, ratio, and percent; draw and interpret bar graphs.
• Reasoning ability (Level 3): apply common sense understanding to carry out instructions in written, oral, or diagram form and handle problems with several concrete variables in standardized situations.

Schedule, pay, and working conditions

Pay: USD 18 per hour.

Location: Sevierville, TN (onsite).

Work environment: occasionally exposed to fumes or airborne particles and outdoor weather conditions; noise level is moderate.

Physical demands: stand, walk, talk or hear, and use hands; frequently reach with hands or arms; occasionally climb or balance and stoop, kneel, crouch, or crawl. Occasional lifting up to 10 to 25 pounds. Vision needs include close and peripheral vision.