Guest Experience Agent

Westgate Resorts • Gatlinburg, TN

7d

About The Position

The Guest Experience Agent (GEM Agent) helps ensure a smooth guest experience at Westgate Smoky Mountain Resort & Spa. The role involves providing hospitable service, monitoring guest feedback, assisting with guest concerns and follow-ups, and managing reservation and room-inventory details. The agent works with guests and relevant departments to address needs, coordinate unit assignments and changes, and support a positive stay. Candidates should demonstrate integrity, passion, a strong work ethic, and the ability to work effectively as part of a team.

Requirements

• At least 6 months of call center or telephone experience in customer service.
• Strong communication skills across phone, email, and in-person interactions.
• 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.

Nice To Haves

• Prior customer service or hospitality experience.

Responsibilities

• Provide friendly, positive, and hospitable service to internal and external guests.
• Monitor guest surveys, contact guests about their feedback, and update reservation details.
• Assist in addressing and resolving guest complaints professionally and promptly.
• Follow up proactively and reactively with guests to confirm 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 relocations or unit retention, update move logs, and process stayover transactions.
• Verify reservation details for multi-week stays.

Benefits

• Medical, dental, and vision coverage.
• Paid vacation, sick, and personal time.
• Paid holidays.
• 401(k) with company match.
• Daily pay and access to earnings.
• 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.
• Discounts on hotels, cruises, resorts, restaurants, entertainment, and more.
• 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
• Education Level: No Education Listed