Guest Relations/Concierge

Smoky Mountain Hospitality Group; Sevierville (TN); On-site; USD 19,000 - 28,000; Full time

Job summary

Smoky Mountain Hospitality Group is seeking a dependable Front Desk & Guest Services Agent to support daily resort operations on-site at our Sevierville property, with travel between Smoky Mountains locations.

This hands-on role blends guest services, front desk duties, unit inspections, and event support. Ideal candidates are guest-focused, organized, and able to work independently while using hospitality technology to enhance guest experiences.

Qualifications

• Ability to work 100% on-site at Sevierville with travel to other Smoky Mountains locations.
• Wednesday–Sunday, 12 PM–8 PM, including holidays.
• Valid driver’s license and reliable transportation.
• Strong computer skills and ability to learn hospitality software.
• Excellent communication, organizational, and problem-solving skills.
• Professional presentation for in-person property and venue tours.
• Experience in hospitality, front desk, sales, or customer service preferred.

Responsibilities

• Guest Services: answer calls, assist with check-ins and reservations, resolve guest inquiries.
• Groups & Special Events: assist with group bookings, venue tours, and event logistics across properties.
• Unit Inspections & Property Operations: conduct pre-arrival inspections, ensure cleanliness and readiness of units and common areas.
• Administrative & Technology: use property management systems to manage reservations, track issues, and communicate with teams.

Skills

Customer service

Communication

Organizational skills

Problem solving

Hospitality software

Attention to detail

Job description

Position Overview

We are seeking a dependable, organized, and guest-focused Front Desk & Guest Services Agent to support daily resort operations. This is a fully in-person, hands-on position combining guest services, front desk administration, unit inspections, property upkeep, and group event support.

The ideal candidate is comfortable working independently, resolving guest concerns, using hospitality technology, and assisting with operational needs throughout our properties.

Key Responsibilities

Guest Services

• Answer incoming calls and assist with guest inquiries, check-ins, and reservation needs.
• Provide on-site guest assistance and resolve guest concerns.
• Conduct property walkthroughs and familiarize guests with accommodations, amenities, and communal spaces.

Groups & Special Events

• Assist group bookings with room assignments and orientation of communal spaces.
• Conduct in-person venue tours for prospective wedding and group clients across our properties in Sevierville, Gatlinburg, and Pigeon Forge.
• Showcase accommodations, event spaces, amenities, and venue features to prospective clients.
• Support wedding and special event logistics, including group arrivals, property walkthroughs, and preparation of common areas.
• Coordinate with sales and internal operations teams to ensure smooth venue tours, group bookings, and guest experiences.

Unit Inspections & Property Operations

• Conduct pre-arrival unit inspections to ensure accommodations meet cleanliness, maintenance, and presentation standards.
• Identify, document, and communicate housekeeping deficiencies or maintenance issues before guest arrivals.
• Verify that units are properly stocked, amenities are functional, and accommodations are guest-ready.
• Perform routine inspections of communal spaces and resort amenities.
• Maintain cleanliness and presentation of common areas, including light cleaning and restocking as needed.
• Organize and inventory supplies in storage and back-of-house areas.

Administrative & Technology Responsibilities

• Utilize property management systems to manage reservations, room assignments, and guest information.
• Use operational software to conduct unit inspections, assign tasks, and track housekeeping and maintenance issues.
• Manage guest communications, verification, check-ins, and access requests.
• Coordinate with internal teams to ensure timely resolution of guest concerns and operational issues.
• Utilize technology to monitor and troubleshoot property amenities and systems.
• Maintain accurate inspection records, inventory reports, and operational documentation.

Requirements

• Ability to work 100% on-site, primarily at our Sevierville property, with travel between company properties throughout the Smoky Mountains.
• Availability Wednesday–Sunday, 12 PM–8 PM, including holidays as scheduled.
• Valid driver's license, reliable transportation, and ability to travel between properties.
• Strong computer skills and ability to learn hospitality software.
• Excellent communication, organizational, and problem-solving skills.
• Professional presentation and confidence conducting in-person property and venue tours.
• Strong attention to detail and ability to identify cleanliness and maintenance concerns.
• Willingness to conduct unit inspections, perform light housekeeping, and assist with hands-on operational duties.
• Previous hospitality, front desk, sales, or customer service experience preferred.