SUMMARY: Provide administrative and operational support to the Sales, Catering & Events team at Wilderness at the Smokies and Soaky Mountain Waterpark by managing documentation, communication, reporting, and processes to ensure accurate, efficient group sales and event execution.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list of duties and responsibilities is not all-inclusive and may be expanded as management deems necessary.

• Serve as the primary administrative lead for the Sales, Catering & Events department, ensuring accuracy, organization, and consistency across all documentation and processes.
• Act as the first point of contact for administrative inquiries and professionally manage all sales, catering, and events, phone calls and email communications, modeling proper phone and email etiquette.
• Create, maintain, audit, and trace group files from booking through post-event closeout, including contracts, proposals, Banquet Event Orders (BEOs), internal meeting requests, and related documentation.
• Input, verify, and manage rooming lists; monitor cut-off dates; track pick-up; and ensure compliance with reporting, deposit, and contractual deadlines.
• Prepare and distribute daily, weekly, and monthly reports including net room nights, pick-up, cut-off tracking, group revenue, commissions, rebates, and related financial documentation.
• Close out groups, process billing and invoicing, handle commissions, rebates, tax-exempt documentation, and complete end-of-month processing.
• Provide weekly group information and arrival reports to all departments to support operational readiness for upcoming groups and events.
• Coordinate room assignments and arrival logistics with the Guest Experience staff, and provide hands-on support for large group check-ins.
• Provide onsite operational support for groups by coordinating with Activities and Banquets teams as needed.
• Support Catering & Events sales activities including quoting, preparing proposals, contracts, BEOs, birthday party bookings, and event logistics.
• Maintain organized physical and digital filing systems and documentation standards; manage office supplies and vendor coordination as needed.
• Assist with onboarding and training team members on administrative systems, reporting tools, and workflow procedures; recommend process improvements to increase efficiency and accuracy.
• Produce professional correspondence, reports, and documents that are clear, audience-appropriate, and grammatically accurate.
• Utilize required computer systems including the Property Management System and Microsoft Office (Word, Excel, PowerPoint) to support department operations.
• Maintain strong interdepartmental relationships and uphold resort service standards, professionalism, attendance, and performance expectations.
• Perform all other duties as assigned by management.

QUALIFICATIONS:

• Requires excellent negotiation, and listening and communication skills.
• Ability to act independently with little supervision.
• Skilled in problem solving and staff training.
• Efficiently handle multiple duties.
• 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 resort amenities, room designs, and general golf knowledge.
• Ability to handle stressful situations
• Good attendance and punctual.
• Exhibits professionalism.
• Exhibits good grooming habits.
• Works efficiently.
• Follows all resort and office policies and standard operating procedures.
• Conducts themselves in a professional manner with a positive attitude.
• Demonstrate strong administrative skills and organizational skills
• Must be able to handle multiple tasks in a fast-paced environment with a high degree of accuracy
• Computer literate in Microsoft Word, Excel, Windows and shared drive management
• Willing to learn Property Management system and other systems as necessary
• Must be detail oriented with good organizational skills
• Must be able to work a flexible schedule including evenings and weekends
• Willingness to train new members in Property Management System and on daily administrative functions