Guest Relations Representative

Smoky Mountain Resorts • Sevierville, TN

2d • Onsite

About The Position

Join the heart of hospitality as you learn how to become a professional and friendly representative for our company. Immerse yourself in the Hospitality and Hotel Resort world as you maintain clear and open communication with SMR guests. Within your respective shift assignment(s), perfect your problem-solving and listening skills while you work alongside the Front Desk Supervisor and Manager to create a welcoming environment for the entirety of the guests stay. Sharpen your communication skills as you interact and build relationships with our guests on a daily basis. The Guest Relations Team is responsible for ensuring guest satisfaction and future hotel stays, as well as completing their daily work tasks and any additional tasks assigned.

Requirements

• Ability to work in a fast-paced, demanding work environment.
• Ability to communicate effectively and use the English language fluently: speak, understand, read, and write.
• Adapt Spanish interpretation when necessary.
• Strong organizational skills with excellent attention to detail (ATD).
• Ability to prioritize, plan, meet deadlines and practice time management skills daily.
• Ability to accept that conflict happens; act to clarify the issue, bring parties together, identify a solution and monitor for resolution.
• Proficient computer skills with Microsoft software, including Outlook which is required.
• Digitally savvy with the ability to learn and use Paycor system, and the advanced Property Management system (Maestro) is required.
• Use of Country Cascades and The Resort will also use the Purple Cloud system, Guest XMS which is required.
• High school diploma or equivalent required.
• Ability to work within a diversified workforce.
• Specific vision abilities required for this job include peripheral, distance, close, and depth perception and the ability to adjust vision focus.
• The employee is regularly required to talk, hear, and sit, use hands to finger, touch, handle, and feel.
• The employee is frequently required to stand, walk, climb and descend numerous flights of stairs consistently.
• The employee is required to use hand, arm, and leg to reach, bend, push, pull, stoop, kneel, and crouch.
• The employee must occasionally lift and move up to 50 pounds daily on their own.
• Ability to tolerate various temperatures while working outdoors.
• This position requires continuous ability to remember information.

Nice To Haves

• Excel is preferred.
• Experience in one or more of the following areas/industries is preferred: Hospitality/Tourism, Hotels/Resorts and Reservations.
• Familiar with Smokies area attractions.

Responsibilities

• Work 8-10+ hours per shift, 5 or 6+ days each week, based on occupancy and staffing demand.
• Work holidays and weekends during peak demand.
• Be a professional, courteous and friendly representative to SMR guests, vendors and other Front Desk visitors.
• Perform accurate and efficient early check-ins and late check-outs to accommodate/exceed guest expectations and maximize potential revenue opportunities.
• Complete required weekly paperwork on a timely basis including, but not limited to, guest check-in/out processes, complete daily reports, check payments and room status verifications.
• Ensure accurate communication when answering guest questions, both in person and over the phone.
• Handle guest concerns and know when to refer information to management.
• Execute company front desk policies and procedures.
• Train to operate the Maestro booking system, to ensure a fast and efficient check-in and check-out process.
• Use Creekstone for room status and work orders.
• Comply with TOSHA certification, biohazards procedures and responsibilities for safety in handling.
• Know and comply with all company operating policies and procedures.
• Perform other incidental and related duties as required and/or assigned.
• Contribute to building a positive team spirit.
• Interact with team members and guests in a positive and friendly manner, in all situations.
• Support and participate in Smoky Mountain Resorts’ Legendary Service and Promise for guest satisfaction, exceptional guest interactions and future hotel stays.
• Respond to management and other team members promptly.
• Contribute to a professional and positive front desk environment.
• Maintain a high standard of accuracy in all aspects of the job and other project assignments.
• Respond to guest related items and issues promptly and professionally in a manner that is consistent with SMR core values.
• Maintain strict confidentiality and excellent judgment regarding privileged information.
• Ensure work areas are safe, organized and maintained.

Benefits

• Years of Service Getaway (receive a company paid vacation after a year of service)
• 401k with 4% company match
• Health, dental, and vision insurance for $29 per week
• Paid Time Off
• Sick Time
• Maternity/Paternity Leave
• Professional Growth Opportunities
• Tuition Reimbursement
• Employee Discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED