Front Desk Agent

About the role

Adjacent to Great Smoky Mountains National Park, the most-visited national park in the country, Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee, provides an amazing work environment with refreshing mountain breezes and spectacular views of the beautiful Great Smoky Mountains. As a member of the Westgate Smoky Mountain Resort team, you will meet and engage with guests who have arrived to enjoy all the Great Smoky Mountains have to offer and help them experience our world-class amenities such as the state-of-the-art Wild Bear Falls water park. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences and supporting your career growth where you are or at 60+ resorts across the company.

Responsibilities

• Warmly greet guests, manage check-in and check-out processes, and assign accommodations in accordance with established procedures
• Provide personalized assistance by answering inquiries, offering recommendations, and following up promptly when additional information is required
• Demonstrate empowerment in resolving guest concerns, taking ownership of service recovery to ensure satisfaction
• Perform cashiering functions including settling folios, processing payments, and posting charges accurately
• Handle reservations, confirmations, and modifications with attention to detail and efficiency
• Transmit and receive guest communications via phone, email, text, and in-person interactions with professionalism
• Uphold service standards and property-specific guidelines at all times
• Maintain grooming and appearance standards to reflect the property’s brand image
• Partner with housekeeping, concierge, and other departments to ensure guest and owner needs are met seamlessly
• Actively promote room upgrades and property amenities in alignment with availability and pricing guidelines
• Project an approachable, enthusiastic demeanor with positive tone, volume, and inflection in all guest interactions
• Other duties as assigned

Qualifications

• Prior customer service or hospitality experience preferred
• Strong communication skills across phone, email, and in-person interactions
• Ability to multitask and manage guest inquiries, reservations, and cashiering duties with accuracy and efficiency
• Confident problem-solving skills with a positive, professional demeanor in all guest interactions
• Team-oriented mindset with flexibility to work varied shifts, including evenings, weekends, and holidays
• Required to pass a background screen, drug test, and prove eligibility to work in the United States

Benefits

• Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
• Paid Time Off – Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – Access Your Earnings When You Need Them
• Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) – Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents After 1 Year of Service
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact