Guest Experiences Associate

Wilderness Resort•Sevierville, TN

7d•$15

About The Position

Guest Experience Associates are the front line of front desk operations and the primary point of contact for guests. They assist guests in person and by phone, process check-ins and check-outs, collect payments, and maintain accurate guest documentation. They ensure guests receive and complete registration cards and address balances owed for services or goods. Associates also support add-on sales, initiate basic service recovery when concerns arise, and operate the PBX system. They help provide a seamless arrival and departure experience while representing the resort with professionalism and a guest-first attitude. The listed duties are not all-inclusive and may be expanded by management. The position requires handling multiple duties, using office equipment, following company and resort policies and procedures, and maintaining a professional appearance and positive attitude. The role involves regular standing and walking, occasional lifting, and occasional exposure to fumes, airborne particles, and outdoor weather conditions. The noise level is moderate.

Requirements

Less than high school education; or 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; write routine reports and correspondence; and speak effectively before groups of customers or employees.
Ability to perform basic arithmetic and calculate rates, ratios, and percentages, and to draw and interpret bar graphs.
Ability to use common-sense understanding to carry out written, oral, or diagram instructions and deal with problems involving several concrete variables in standardized situations.
Ability to efficiently handle multiple duties and stressful situations.
Ability to operate office equipment, including a computer, word processing and spreadsheet applications, 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 a positive attitude; follow resort and office policies and standard operating procedures.
Regular ability to stand, walk, talk or hear, and use hands to finger, handle, or feel; frequent reaching with hands or arms; occasional climbing or balancing and stooping, kneeling, crouching, or crawling.
Occasional lifting of up to 10 and 25 pounds.
Close and peripheral vision.

Responsibilities

Provide guest assistance by phone and in person.
Process check-ins and check-outs accurately and efficiently.
Collect deposits and payments following PCI compliance.
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, answering and directing 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.
Provide and ensure completion of guest documentation, including registration cards.
Address balances owed for services or goods.