Gift Room Clerk

Westgate Resorts • Gatlinburg, TN

4d • Onsite

About The Position

The Gift Room Clerk distributes promotional incentives to qualified guests after their sales presentations, ensuring all promised rewards are accurately fulfilled. The role also provides teller-style ticket sales services, processes transactions accurately, maintains cash and inventory controls, and delivers exceptional customer service.

The clerk handles cash and ticket banks, investigates gift-offer discrepancies, responds to guest concerns, sells attraction tickets and merchandise, and coordinates entertainment reservations and transportation as needed. The position includes completing reports and paperwork, reconciling transactions and merchandise inventory, updating ticket pricing displays, verifying deposits with team members, and maintaining a clean, organized, and secure work environment. Other duties may be assigned.

Requirements

• High school diploma or GED.
• At least 6 months to 1 year of customer service experience.
• Strong verbal and written communication skills, including the ability to build rapport and resolve customer concerns.
• Excellent time-management, organizational, and multitasking abilities in a fast-paced environment.
• Ability to remain professional, patient, and courteous during challenging conversations.
• Strong attention to detail and proficiency in documenting account activity and processing payments.
• Ability to manage guest inquiries, reservations, and cashiering duties accurately and efficiently.
• Confident problem-solving skills and a positive, professional demeanor in guest interactions.
• Team-oriented mindset and flexibility to work varied shifts, including evenings, weekends, and holidays.

Nice To Haves

• Previous call center, hospitality, timeshare, collections, or vacation ownership experience.
• Results-driven approach and a proven ability to meet collections, sales, and customer service goals.
• Skill in identifying customer needs and presenting appropriate solutions that enhance the owner experience.
• Prior customer service or hospitality experience and strong communication across phone, email, and in-person interactions.

Responsibilities

• Maintain and balance assigned cash and ticket banks at the beginning and end of each shift.
• Investigate and resolve gift-offer discrepancies by coordinating with the Marketing Liaison, Reservations Manager, or Broker Manager for verification.
• Address guest concerns or complaints about gift incentives, ticket features, and promotional offers professionally.
• Process attraction-ticket and merchandise sales, and coordinate reservations for dinner shows and other entertainment as needed.
• Provide guests with general information, directions, maps, and details about local attractions and resort amenities.
• Arrange guest transportation when required and maintain transportation logs for corporate invoice reconciliation.
• Complete daily reports and paperwork accurately, documenting and explaining cash overages or shortages.
• Reconcile transactions against supporting documentation and cash drawer balances.
• Issue and balance cash banks to Marketing Liaisons for non-qualified tour refunds and reconcile them at day’s end.
• Maintain a clean, organized, and secure work environment in accordance with company standards.
• Reconcile merchandise inventory daily and maintain accurate stock levels.
• Update ticket pricing displays to reflect current rates and promotions.
• Verify deposits jointly with team members before submission to ensure accuracy and audit compliance.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision coverage.
• Paid vacation, sick, and personal time.
• Paid holidays.
• 401(k) with company match.
• DailyPay access to earned income.
• Pregnancy, parental leave, and adoption assistance.
• Wellness programs.
• Flexible spending accounts (FSA).
• Tuition assistance.
• Military leave.
• Employee Assistance Program (EAP).
• Life, disability, accident, critical illness, and hospital insurance.
• Pet insurance.
• Loyalty-program discounts on hotels, cruises, resorts, restaurants, and entertainment.
• Low-cost gym membership.
• Annual David A. Siegel Legacy Scholarship of up to $40,000 for one 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: High school or GED