Company DescriptionAdjacent 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.Job DescriptionThe Overnight Front Desk Agent serves as the welcoming face of the property, creating memorable first and lasting impressions for all arriving, in-house, and departing guests. This role is responsible for the smooth daily operation of the front desk, ensuring seamless registration, attentive service, and accurate transactions. Front Desk Agents embody the property’s service culture by anticipating guest needs, resolving concerns with confidence, and collaborating across departments to deliver exceptional experiencesAs Overnight Front Desk Agent, you will:Warmly greets guests, manage check-in and check-out processes, and assign accommodations in accordance with established proceduresProvide personalized assistance by answering inquiries, offering recommendations, and following up promptly when additional information is requiredDemonstrate empowerment in resolving guest concerns, taking ownership of service recovery to ensure satisfactionPerform cashiering functions including settling folios, processing payments, and posting charges accuratelyHandle reservations, confirmations, and modifications with attention to detail and efficiencyTransmit and receive guest communications via phone, email, text, and in-person interactions with professionalismUphold service standards and property-specific guidelines at all timesMaintain grooming and appearance standards to reflect the property’s brand imagePartner with housekeeping, concierge, and other departments to ensure guest and owner needs are met seamlesslyActively promote room upgrades and property amenities in alignment with availability and pricing guidelinesProject an approachable, enthusiastic demeanor with positive tone, volume, and inflection in all guest interactionsOther duties as assignedTo excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares out commitment.QualificationsPrior customer service or hospitality experience preferred; strong communication skills across phone, email, and in-person interactionsAbility to multitask and manage guest inquiries, reservations, and cashiering duties with accuracy and efficiencyConfident problem-solving skills with a positive, professional demeanor in all guest interactionsTeam-oriented mindset with flexibility to work varied shifts, including evenings, weekends, and holidaysRequired to pass a background screen, drug test, and prove eligibility to work in the United StatesAdditional InformationWhy Westgate? Comprehensive Health Benefits – Medical, Dental, and Vision CoveragePaid Time Off – Vacation, Sick, and Personal Time to RechargePaid Holidays401(k) with Generous Company Match to Support Your FutureDaily Pay – Access Your Earnings When You Need ThemFamily-Focused Benefits – Pregnancy, Parental Leave, and Adoption AssistanceWellness Programs to Support Your Well-BeingFlexible Spending Accounts (FSA)Tuition Assistance to Help You Grow Your CareerMilitary LeaveEmployee Assistance Program (EAP) – Support When You Need It MostLife, Disability, Accident, Critical Illness, and Hospital InsurancePet Insurance for Your Furry Family MembersLoyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and MoreLow-Cost Gym MembershipNEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ DependentsCareer Growth and Advancement OpportunitiesCommunity Involvement – Give Back and Make an Impact
Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [email protected] with the job title and the location of the position for which you are applying.This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.
Property: 40003-WG Smoky Mountain Resort Career Site Category: Customer Service