Guest Experiences Associate

Wilderness at the Smokies • Sevierville, TN

7d

About The Position

Guest Experience Associates are the front line of front desk operations and provide assistance to guests in person and over the phone. They process check-ins and check-outs, collect payments, maintain accurate guest documentation, ensure registration cards are provided and completed, and address balances owed for services or goods. They also support add-on sales, initiate basic service recovery when concerns arise, and operate the PBX system. As a primary point of contact, they help provide a seamless arrival and departure experience while representing the resort with professionalism and a guest-first attitude.

The duties listed are not all-inclusive and may be expanded by management. Associates are expected to handle multiple duties efficiently, follow resort and office policies and standard operating procedures, maintain a professional appearance and positive attitude, and demonstrate good attendance and punctuality.

Requirements

• Education and/or experience: Less than high school education; up to one month of related experience or training; or an equivalent combination of education and experience.
• Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees.
• Ability to perform basic arithmetic and compute rates, ratios, and percentages, and to draw and interpret bar graphs.
• Ability to follow written, oral, or diagrammed instructions using common-sense understanding and deal with problems involving several concrete variables in standardized situations.
• Ability to handle multiple duties efficiently and stressful situations.
• Ability to operate office equipment, including a computer, word processing and spreadsheet software, voicemail, copier, fax, and calculator.
• Good understanding of company policies and procedures.
• Working knowledge of resort amenities, room designs, and general resort information.
• Good attendance and punctuality; professionalism, good grooming habits, proper uniform, efficient work, and compliance with resort and office policies and standard operating procedures.

Responsibilities

• Assist guests by phone and in person.
• Process guest check-ins and check-outs accurately and efficiently.
• Collect deposits and payments in compliance with PCI requirements.
• Distribute service calls to internal support departments as reported.
• Upsell and promote add-on services or goods to guests.
• Initiate service recovery efforts when guest concerns arise.
• Operate the PBX system and answer and direct calls professionally.
• Stock supplies and maintain a clean, organized front desk area.
• Support lobby line control, traffic flow, and guest safety when needed.
• Perform other duties as assigned by management.

What This Job Offers

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