Summary
Guest Experience Associates serve as the front line of front desk operations. The role supports guests in person and over the phone by completing check-ins and check-outs, collecting payments, and maintaining accurate guest documentation. Associates also ensure required documentation, such as registration cards, is provided to and completed by guests, and they address any balances due for services or goods.
Guest Experience Associates support add-on sales, begin basic service recovery when concerns come up, and operate the PBX system. As the primary point of contact, they help create a smooth arrival and departure experience while representing the resort with professionalism and a guest-first mindset.
Essential Duties and Responsibilities
- Assist guests by phone and in person.
- Process check-ins and check-outs accurately and efficiently.
- Collect deposits and payments in accordance with PCI compliance.
- Route service calls to internal support departments as reported.
- Upsell and promote add-on services or goods to guests.
- Initiate service recovery when guest concerns arise.
- Operate the PBX system, answering and directing calls professionally.
- Stock supplies and maintain a clean, organized front desk area.
- Support lobby line control, traffic flow, and guest safety when needed.
- Complete other duties assigned by management.
Education and Experience
Level 2
Less than high school education; or up to one month related experience or training; or an equivalent combination of education and experience.
Language Skills
Level 3
- Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Write routine reports and correspondence.
- Communicate effectively before groups of customers or employees.
Mathematical Skills
Level 2
- Add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals.
- Compute rate, ratio, and percent and draw and interpret bar graphs.
Reasoning Ability
Level 3
- Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Resolve problems involving several concrete variables in standardized situations.
Qualifications
- Ability to efficiently handle multiple duties.
- Ability to operate office equipment including a computer, word processing, spreadsheets, voice mail, copier, fax, and calculator.
- Working knowledge of company policies and procedures.
- Knowledge of resort amenities, room designs, and general resort operations.
- Ability to handle stressful situations.
- Good attendance and punctuality.
- Professional appearance and conduct, including good grooming and wearing the proper uniform.
- Ability to work efficiently.
- Follow all resort and office policies and standard operating procedures.
- Maintain a professional manner with a positive attitude.
Physical Demands
The physical demands described are representative of those required to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Physical Activities
- Regularly stand, walk, talk or hear, and use hands to finger, handle, or feel.
- Frequently reach with hands or arms.
- Occasionally climb or balance and stoop, kneel, crouch, or crawl.
Lifting Activities
- Occasionally lift up to 10 and 25 pounds.
Vision Requirements
- Close vision and peripheral vision.
Work Environment
- Occasionally exposed to fumes or airborne particles and outdoor weather conditions.
- Noise level: Moderate.
Location: Sevierville, TN 37876
