Guest Experience Agent

Westgate Resorts • Gatlinburg, TN

8d • Onsite

About The Position

The Guest Experience Agent (GEM Agent) helps ensure a smooth guest experience by applying guest-service principles, communicating effectively, and working collaboratively. The role supports room inventory management, VIP/Code Blue arrivals, guest concerns, and guest follow-ups. The agent provides hospitable service, monitors guest feedback and reservation details, responds to complaints, manages reservation and room-status issues, and coordinates unit assignments and guest moves with relevant departments. The position is based at Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee.

Requirements

• At least 6 months of call center or telephone experience in customer service.
• Ability to multitask and manage guest inquiries, reservations, and other assigned duties.
• 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.
• Must pass a background screen and drug test, and prove eligibility to work in the United States.
• Must embody integrity, passion, and a strong work ethic.

Nice To Haves

• Prior customer service or hospitality experience.
• Strong communication skills across phone, email, and in-person interactions.

Responsibilities

• Provide friendly, positive, and hospitable service to internal and external guests.
• Monitor guest surveys, contact guests regarding feedback, and update reservation details.
• Assist in addressing and resolving guest complaints professionally and promptly.
• Follow up proactively and reactively with guests to ensure satisfaction, address concerns, and provide assistance.
• Monitor reservations with exceeded credit limits and take appropriate action.
• Monitor room inventory and availability, and adjust unit statuses as needed.
• Assign units for owner events and groups, manage late check-outs, and communicate with relevant departments.
• Confirm guest relocation or unit retention, update move logs, and process stayover transactions.
• Verify reservation details for multi-week stays.

Benefits

• Medical, dental, and vision coverage.
• Paid time off, including 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 (FSA).
• Tuition assistance.
• Military leave.
• Employee Assistance Program (EAP).
• Life, disability, accident, critical illness, and hospital insurance.
• Pet insurance.
• Discounts on hotels, cruises, resorts, restaurants, and entertainment through a loyalty program.
• Low-cost gym membership.
• Annual 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: No Education Listed