Guest Communications Specialist – Resort Services

westgate resorts; Northern (KY); Hybrid; USD 26,000 - 32,000; Full time

Benefits offered by this job

Health benefits

Paid time off

401(k) with company match

Daily Pay

Tuition assistance

Family-focused benefits

Employee assistance program

Life insurance

Pet insurance

Scholorship program

Job summary

Westgate Smoky Mountain Resort & Spa in Gatlinburg, TN, is seeking a Resort Services Operator to handle inbound and internal calls, route communications, and support guests with information on our world-class amenities and wake-up services.

You will join a team that values integrity, passion for service, and a strong work ethic, with daily reporting and information sharing to keep operations running smoothly.

Qualifications

• Must be able to lift up to 15 lbs.
• Must have excellent communication skills and be able to read, write and speak English fluently
• Must be able to work weekends and holidays
• Required to pass a background check, drug test, and prove eligibility to work in the United States

Responsibilities

• Answers, screens, and routes call volume including inbound and internal calls.
• Uses private branch exchange (PBX) switchboard to connect inbound and internal calls.
• Consistently meet all departmental standards including quality assurance monitoring percentages provided by management, the use of standardized greetings, and call handling protocols.
• Complete daily reports and records as required
• Supply information to callers and record messages as needed.
• Placement of wake-up calls.
• Make nightly courtesy calls as directed.
• Maintains and shares information on business changes with co-workers.
• Utilizes desktop software applications to provide service support for call volume

Skills

Excellent communication

English fluency

Call routing

Customer service

Weekend/holiday availability

Tools

PBX switchboard

Desktop software

Job description

Westgate Smoky Mountain Resort & Spa in Gatlinburg, TN, is seeking a Resort Services Operator to handle inbound and internal calls, route communications, and support guests with information on our world-class amenities and wake-up services.

You will join a team that values integrity, passion for service, and a strong work ethic, with daily reporting and information sharing to keep operations running smoothly.