Front Desk Agent

Westgate Resorts • Gatlinburg, TN

1d • Onsite

About The Position

The Front Desk Agent is the welcoming face of Westgate Smoky Mountain Resort & Spa, creating positive first and lasting impressions for arriving, in-house, and departing guests. The role supports the smooth daily operation of the front desk through guest registration, attentive service, accurate transactions, and coordination with other departments. Agents anticipate guest needs, resolve concerns, and represent the property’s service culture while helping deliver exceptional vacation experiences.

Requirements

• Strong communication skills across phone, email, and in-person interactions.
• Ability to multitask and manage guest inquiries, reservations, and cashiering duties accurately and efficiently.
• Confident problem-solving skills and a positive, professional demeanor.
• Team-oriented mindset and flexibility to work varied shifts, including evenings, weekends, and holidays.
• Must pass a background screen and drug test and prove eligibility to work in the United States.
• Commitment to integrity, passion, and a strong work ethic.

Nice To Haves

• Prior customer service or hospitality experience.

Responsibilities

• Greet guests, manage check-in and check-out, and assign accommodations according to established procedures.
• Answer guest inquiries, provide recommendations, and follow up promptly when additional information is needed.
• Resolve guest concerns and take ownership of service recovery to support guest satisfaction.
• Settle folios, process payments, and post charges accurately.
• Handle reservations, confirmations, and modifications accurately and efficiently.
• Communicate with guests by phone, email, text, and in person in a professional manner.
• Follow service standards and property-specific guidelines.
• Maintain grooming and appearance standards that reflect the property’s brand.
• Coordinate with housekeeping, concierge, and other departments to meet guest and owner needs.
• Promote room upgrades and property amenities in accordance with availability and pricing guidelines.
• Maintain an approachable, enthusiastic demeanor and positive tone in guest interactions.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision coverage
• Paid vacation, sick, and personal time
• Paid holidays
• 401(k) with company match
• Daily Pay access
• Pregnancy, parental leave, and adoption assistance
• Wellness programs
• Flexible spending accounts
• Tuition assistance
• Military leave
• Employee Assistance Program
• Life, disability, accident, critical illness, and hospital insurance
• Pet insurance
• Loyalty program discounts on hotels, cruises, resorts, restaurants, entertainment, and more
• Low-cost gym membership
• David A. Siegel Legacy Scholarship for an eligible dependent of a current Team Member
• Career growth and advancement opportunities
• Community involvement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed