Soaky Mountain Guest Services Asst. Manager at Wilderness Resort

Sevierville, Tennessee, United States -

Full Time

Start Date

Immediate

Expiry Date

02 Jul, 26

Salary

0.0

Posted On

03 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Staff supervision, Scheduling, Budget compliance, Customer service, Ticketing operations, Cash handling, Performance management, Training, Problem solving, Communication, Quality assurance, Reporting, Safety compliance, Time management

Industry

Hospitality

Description

SUMMARY: The Guest Services Assistant Manager position is a Seasonal position that supports the management of all front-of-park operations to ensure a safe, efficient, and guest-focused experience. This role assists in overseeing Guest Services Supervisors and Associates, monitoring daily operations, and maintaining high standards for ticketing, season passes, parking, cabana rentals, lost and found, and guest inquiries. The Assistant Manager ensures compliance with company policies, safety protocols, and operational standards while identifying opportunities to improve efficiency, guest satisfaction, and team performance. This position requires strong leadership, attention to detail, and the ability to balance hands-on support with administrative responsibilities. ESSENTIAL DUTIES AND RESPONSIBILITIES: This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time. Oversee daily operations of the Guest Services department to ensure accuracy, efficiency, and high-quality guest experiences Supervise and support Guest Services Supervisors and Associates, providing coaching, feedback, and performance guidance Create and manage staff schedules to ensure adequate coverage for all guest service areas Track labor usage and operational expenses related to Guest Services and ensure budget compliance Prepare and submit weekly reports to the Operations Manager, including labor data, operational expenses, and ticketing/revenue totals Monitor and ensure proper execution of ticket sales, season pass processing, parking operations, cabana rentals, lost and found management, and guest inquiries Conduct regular inspections and quality assurance checks of all guest service areas, identifying and addressing operational or service issues promptly Lead onboarding and training programs for new and existing employees, including company policies, guest service standards, and operational procedures Support employee morale and engagement by planning and executing recognition programs, team-building activities, and incentive initiatives incentives designed to promote a high-level of employee morale Collaborate with other departments to support park operations and special events, ensuring seamless guest experiences Identify opportunities for process improvements, operational efficiencies, and enhancements to the guest experience, and implement approved changes Ensure compliance with cash handling procedures, financial accountability, and safety regulations Assist with opening and closing procedures, ensuring all guest service areas are fully prepared for operations and properly secured at the end of the day Lead by example by actively participating in guest service operations during peak times or staffing shortages Conduct weekly Guest Service Leadership meeting to review performance, communicate priorities, discuss operational updates, and plan for improvements in guest services and team efficiency Possess a thorough understanding of safety standards and the ability to influence and enforce behavioral compliance across a diverse team. All other duties as assigned by management. SUPERVISORY RESPONSIBILITIES: Directly supervises employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and corrective actions of employees; addressing complaints and resolving problems. EDUCATION and/or EXPERIENCE: Level 5 Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience. LANGUAGE SKILLS: Level 4 Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of guests, managers, executives and other employees of the organization. MATHEMATICAL SKILLS: Level 3 Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. REASONING ABILITY: Level 5 Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. CERTIFICATES, LICENSES, REGISTRATIONS: A valid Tennessee Driver’s License or the ability to obtain one within 30 days of hire QUALIFICATIONS: Strong leadership skills and ability to motivate people. Requires good negotiation and listening skills. Ability to act independently with little supervision. Skilled in problem solving and staff training. Detail oriented and efficiently handle multiple duties. Able to work a flexible schedule, including nights, holiday and weekends. Requires the ability to operate various office equipment to include a computer, word processing, spreadsheets, voice mail, copier, fax, and calculator. Requires a good understanding of company policies and procedures. Working knowledge of waterpark amenities Hands on manager, well organized, detail orientated, creative thinker Ability to handle stressful situations Good attendance and punctual. Exhibits professionalism. Exhibits good grooming habits. Wears the proper uniform. Works efficiently. Follows all company policies, standard operating procedures and handbook Conducts themselves in a professional manner with a positive attitude. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Activities: While performing the duties of this job, the employee is required to: Regularly stand, walk, sit and talk or hear Occasionally stoop, kneel, crouch or crawl and climb or balance Lifting Activities: While performing the duties of this job, the employee is required to: Frequently lift or move up to 10 pounds Occasionally lift or move up to 25 pounds Vision Requirements: Close, distant, color, peripheral, depth and ability to adjust and focus WORK ENVIRONMENT: Regularly exposed to wet or humid conditions (non-weather) and outdoor weather conditions Noise Levels: Moderate

Responsibilities

The Assistant Manager oversees daily front-of-park operations, including ticketing, guest services, and staff supervision to ensure a safe and efficient guest experience. They are responsible for managing schedules, monitoring labor budgets, and maintaining high operational standards across all guest-facing departments.