Guest Experience Agent

Westgate Resorts • Gatlinburg, TN

1d • Onsite

About The Position

The Guest Experience Agent (GEM Agent) helps ensure a smooth guest experience at Westgate Smoky Mountain Resort & Spa. The role requires knowledge of guest service principles, strong communication skills, and the ability to work effectively with a team. The agent assists with room inventory, VIP/Code Blue arrivals, guest concerns, and guest follow-ups.

The position involves providing hospitable service, responding to guest feedback and complaints, monitoring reservations and room availability, coordinating unit assignments and late check-outs, and communicating with relevant departments. The agent also supports guest relocations and unit retention, updates move logs, processes stayover transactions, and verifies reservation details for multi-week stays. The successful candidate is expected to demonstrate integrity, passion, and a strong work ethic.

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.

Nice To Haves

• Prior customer service or hospitality experience preferred.
• 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 vacation, sick, and personal time.
• Paid holidays.
• 401(k) with company match.
• Daily Pay access to earnings.
• 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, 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
• Career Level: Entry Level
• Education Level: No Education Listed