Assistant General Manager/Guest Services Manager-- Laurel Point

Gatlinburg, TN, US

Laurel Point

Administration - Resort Ops


The Assistant General Manager provides services essential to the mission of the organization and the day-to-day operations of the Resort.

Principal Duties and Responsibilities

  • Responsibilities listed may not apply to all locations
  • Assists in coordinating all Board related functions with General Manager
  • Assists the General Manager with all operational projects
  • Functions as the resort exchange company coordinator and is familiar with all rules governing the systems and the various programs available to owners
  • Is responsible for after hour calls relating to resort issues as needed
  • Supervises and coordinates all operations of theResorts’ departments as applicable to the Resort (Front Office, Maintenance, Housekeeping, etc.)
  • Supervises the assignment of rooms; pre-blocks and assigns all V.I.P. and special room requests daily
  • Assists with the processing of payroll, completing time edits, approving PTO request and submission in the absence of the General Manager
  • Coordinates with all department heads in all pertinent information to ensure a smooth-running operation
  • Controls all guests’ vouchers and accuracy of the room or guests’ folios
  • Aids guests with inquiries, requests, and complaints
  • Requisitions supplies and equipment for the Front Office/Admin and maintains a monthly inventory of supplies
  • Disciplines subordinates when necessary
  • Assists in training new team members
  • Codes and processes payables for review by management
  • Researches all Accounting related questions, discrepancies, and processes information promptly
  • Contacts and negotiates vendor agreements as directed by the General Manager
  • Coordinates and assistsGeneral Manager with the implementation of all policies and procedures for staff
  • Is responsible for documenting, verifying and processing money due to the owners through the owner rental program
  • Performs multi-purpose tasking within the guidelines set forth by Capital Vacations
  • Complies with all Capital Vacations policies and procedures
  • Performs all other related duties and projects as assigned

General Statement - Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.

Job Requirements

Education, Essential Training / Certifications, and Experience:

  • Associate’s degree in Hospitality Management, Bachelor’s degree preferred, or in place of a degree, 5+ years of relevant experience
  • Minimum of five (5) years in the hospitality industry

Skills, Knowledge, and Abilities:

  • Knowledge and proficiency in Microsoft Office
  • Knowledge and ability to use all basic office equipment
  • Multitask-oriented, organized and able to set priorities
  • Excellent interpersonal skills and ability to adjust and interact with all levels of personnel
  • Excellent communication skills, both written and oral
  • Proven leadership skills
  • Ability to process and resolve guest service requirements
  • Ability to assist, train and direct staff where necessary
  • Must dress professionally
  • Flexible schedule, weekends and holidays are a must

Shift: Additional hours may be required to cover shifts, meet deadlines and goals as necessary

  • Regular Hours, On-Call, and Weekend


  • None


Medical Insurance

Dental Insurance

Vision Insurance

Discounted Resort Stays

Paid Time Off

Life Insurance

Long-Term Disability

Professional Development

Competitive Compensation

Rapid Growth

Corporate Discounts