Front Desk Guest Experience Specialist

Margaritaville Resort Gatlinburg; Gatlinburg (TN); On-site; USD 19,000 - 25,000; Full time

Job summary

Margaritaville Resort Gatlinburg in Gatlinburg, TN is seeking a Guest Services Representative to provide genuine, efficient and friendly service at the front desk. You will greet guests, assist with check-ins/outs, answer phones, and handle reservations, ensuring five-star service and smooth operations.

The role emphasizes a positive attitude, professional appearance, and strong communication as you manage guest requests, payments, and VIP services while upholding hotel safety standards.

Qualifications

• Hospitality experience and/or customer service experience preferred.
• Friendly, outgoing personality and professional appearance required.
• Must be willing to work holidays and weekends.
• Positive attitude and excellent communication skills a must.

Responsibilities

• Greet guests and courteously answer questions about the hotel and local area.
• Check guests in and out in an efficient and friendly manner
• Resolve complaints in a positive manner.
• Answer phones, direct calls and take reservations.
• Follow front desk procedures to ensure accuracy, five-star service and consistency in all operations.
• Manage cash handling and check cashier closings and deposits.
• Monitor high balance guests and payments owing and take appropriate action.
• Monitor all VIP's, special requests, packages and ensure timely delivery and charging for all items.
• Be attentive, friendly, helpful and courteous to other team members and guests.
• Wear the proper uniform at all times. Uniform must be wrinkle free, clean and neat.
• Attend regularly scheduled meetings for front desk personnel.
• Work with the group sales manager to manage rooming lists, room assignments, cut-off dates and ensure smooth check-in, check-out and billing accuracy.
• Follow all hotel safety policies, procedures & standards.
• Handle other duties as assigned by Front Office Manager

Skills

Customer service

Friendly communication

Professional appearance

Job description

Margaritaville Resort Gatlinburg in Gatlinburg, TN is seeking a Guest Services Representative to provide genuine, efficient and friendly service at the front desk. You will greet guests, assist with check-ins/outs, answer phones, and handle reservations, ensuring five-star service and smooth operations.

The role emphasizes a positive attitude, professional appearance, and strong communication as you manage guest requests, payments, and VIP services while upholding hotel safety standards.