Hotel Administrator

Description

The Hotel Administrator at the Timber is a point of contact for guests throughout their stay and combines guest service responsibilities with low-volume drink service. The Timber is a boutique hotel in Gatlinburg, TN. 
Guaranteed free parking on-site Mid-Afternoon shift to close (9pm)

This position is based in the cabin lounge right next to The Timber at Holly Branch, a 16-unit hotel. This position is responsible for welcoming guests and assisting with check-in, responding to guest requests and concerns in a timely manner. This position serves as an ambassador for the property and maintains an organized lounge. Beverage service at a low volume of business. and preparing and serving beverages in accordance with all alcohol service requirements.

Key Hotel Administrator Responsibilities

Guest Service & Hospitality

• Act as an ambassador for the hotel, creating a positive and welcoming environment for every guest and visitor.
• Welcome arriving guests and assist with check-in and check-out procedures.
• Respond to guest concerns promptly and courteously and follow through until the concern is resolved.
• Respond to guest requests for amenities and deliver requested items to guest rooms in a timely manner.
• Maintain working knowledge of property-specific information, including on-site events, lounge service hours, breakfast hours, and check-in and check-out times.
• Answer phones, respond to guest inquiries, and direct calls appropriately.
• Assist guests with directions, reservations, luggage, and general service requests.
• Monitor the lobby, lounge, and common areas to ensure a positive guest experience.

Communication & Coordination

• Communicate housekeeping and maintenance issues to the Operations Manager to help facilitate a quick resolution.
• Communicate and special accommodations to Guest Services in a timely manner to help facilitate guest needs and concerns.
• Document guest requests, incidents, and follow-up items in accordance with property procedures.
• Provide an end of shift report with any outstanding guest needs that need to be addressed. 

Bar & Lounge Operations

• Maintain the cleanliness, organization, and presentation of the lounge and adjoining common areas.
• Serve alcoholic and non-alcoholic beverages in a low-volume lounge setting.
• Enter beverage orders in the point-of-sale system; check guest IDs for legal drinking age.
• Complete closing paperwork, cash handling, and follow opening/closing checklists.
• Follow all alcohol service laws, safety standards, and company policies, including refusing service when appropriate.

Professional Standards & Team Responsibilities

• Maintain professional appearance, behavior, posture, and hygiene.
• Follow required uniform guidelines established.
• Attend required staff, safety, and training meetings.
• Perform other duties as assigned to support team and overall guest needs.