Job Description

Adjacent to Great Smoky Mountains National Park, the most-visited national park in the country, Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee, provides an amazing work environment with refreshing mountain breezes and spectacular views of the beautiful Great Smoky Mountains. As a member of the Westgate Smoky Mountain Resort team, you will meet and engage with guests who have arrived to enjoy all the Great Smoky Mountains have to offer and help them experience our world-class amenities such as the state-of-the-art Wild Bear Falls water park.

Job Description

Embark on a career-defining journey as a Overnight Manager on Duty  with our thriving team! We are seeking a seasoned professional to play a pivotal role in fostering a courteous, friendly, professional work environment.

You will be part of creating a vibrant culture and work on a team that collaborates and has the desire to raise the bar. We're seeking a dynamic individual to lead our night shift team.

As Overnight Manager on Duty, you will:

• Act as the senior leader on property, making operational decisions and resolving guest issues effectively
• Oversee resort facilities, ensuring cleanliness, safety, and proper maintenance during overnight hours
• Monitor and support front desk, housekeeping, security, and maintenance teams to uphold service standards
• Conduct property walks and inspections to ensure all resort areas are secure and functioning properly
• Address and resolve guest complaints promptly, providing solutions that align with resort service standards
• Respond to guest requests, including prompt delivery of resort amenities when needed
• Collaborate with daytime management to ensure smooth communication and follow-ups on unresolved matters
• Serve as the on-site crisis manager, handling emergency situations such as medical incidents, fire alarms, weather events, or security concerns
• Immediately notify Resort Executives via phone tree of crisis situations (severe weather, fire, threat to life or structures, or any other severe situation that requires emergency services)
• Partner with resort security to maintain a safe and secure environment for guests and employees
• Ensure compliance with safety policies, fire codes, and emergency procedures
• Document and report any security, safety, or incident-related concerns to senior leadership

To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares our commitment.

Qualifications

• Minimum of 3-5 years of hotel/resort leadership experience, preferably in overnight operations
• Must have valid Drivers License
• Strong knowledge of resort operations, guest service, and conflict resolution
• Experience in handling emergency situations and crisis management
• Excellent communication and leadership skills with the ability to make sound decisions under pressure
• Working knowledge of Front Desk Consul (FDC) and front desk operations
• Ability to work independently while managing multiple priorities
• Familiarity with security protocols and emergency procedures
• Ability to work a flexible schedule including nights, weekends, and holidays
• Required to pass a background check, drug test, and prove eligibility to work in the United States

Additional Information

Why Westgate?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.) 
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.

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