Guest Experiences Associate

Guest Experience Associates are the front line of front desk operations at a resort in Sevierville, Tennessee. They provide assistance to guests in person and over the phone, processing check-ins and check-outs, collecting payments, and maintaining accurate guest documentation. This is an in-person role.

What You Will Do

Process check-ins and check-outs accurately and efficiently, collect deposits and payments following PCI compliance, and operate the PBX system to answer and direct calls professionally. Upsell and promote add-on services or goods to guests, initiate service recovery efforts when guest concerns arise, and distribute service calls to internal support departments.

Why It Might Be a Fit

This role requires less than a high school education or up to one month of related experience, making it accessible for entry-level candidates. Candidates should have the ability to handle multiple duties, operate office equipment, and handle stressful situations with professionalism. The role involves standing, walking, and occasional lifting up to 25 pounds.

Requirements

• Less than high school education; or up to one month related experience or training; or equivalent combination of education and experience
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of customers or employees of organization
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Ability to deal with problems involving several concrete variables in standardized situations
• Efficiently handle multiple duties
• Requires the ability to operate various office equipment to include a computer, word processing, spreadsheets, voice mail, copier, fax, calculator
• Requires a good understanding of company policies and procedures
• Working knowledge of resort amenities, room designs, and general resort knowledge
• Ability to handle stressful situations
• Good attendance and punctual
• Exhibits professionalism
• Exhibits good grooming habits
• Wears the proper uniform
• Works efficiently
• Follows all resort and office policies and standard operating procedures
• Conducts themselves in a professional manner with a positive attitude