Guest Relations Agent

Westgate Resorts•Gatlinburg, TN

1d•Onsite

About The Position

The Guest Relations Agent provides professional, customer-focused service by assisting guests with inquiries, requests, and special needs. The role coordinates with bell staff, the front desk, housekeeping, and other departments to support a seamless guest experience. The agent also serves as a lobby ambassador, communicates resort amenities and local events, and helps maintain efficient operations, particularly during peak check-in and check-out periods. Candidates should embody integrity, passion, and a strong work ethic.

Requirements

Strong communication skills across phone, email, and in-person interactions.
Ability to multitask and manage guest inquiries and reservations.
Confident problem-solving skills and a positive, professional demeanor in all 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

Handle guest inquiries, concerns, and requests promptly and professionally.
Assign and monitor bell staff for luggage deliveries, pickups, room changes, and storage.
Coordinate with the front desk and housekeeping for early check-ins and check-outs, room changes, and VIP arrivals.
Manage transportation requests, including taxis, shuttles, golf carts, and vans.
Ensure VIP guests receive priority service and personalized attention.
Act as a liaison between guests and internal departments to maintain smooth operations.
Maintain organized logs of assignments, report maintenance and security issues, and manage lost and found.
Support efficient workflow during peak check-in and check-out periods.
Provide recommendations and arrange reservations for restaurants, attractions, and events.
Greet guests warmly, assist with special requests such as flowers, gifts, and amenities, and act as a lobby ambassador.
Maintain a clean, organized work area and clearly communicate resort amenities and local events.
Perform other duties as assigned.

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.
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.
David A. Siegel Legacy Scholarship for an eligible dependent of a current Team Member.
Career growth and advancement opportunities.
Community involvement opportunities.