Guest Experience Concierge — Front Desk & Service Expert

Wilderness Hotel and Resort; Sevierville (TN); On-site; USD 17,000 - 21,000; Full time

Job summary

Wilderness Hotel and Resort in Sevierville, TN seeks Guest Experience Associates to greet guests, assist by phone and in person, and handle check-ins/check-outs. You will collect payments, keep registration records, and ensure policies are followed with a guest-first attitude.

Responsibilities include upselling add-ons, handling service requests, operating the PBX, and maintaining a clean front desk. Ideal candidates show professionalism, punctuality, and a positive demeanor.

Qualifications

• EDUCATION and/or EXPERIENCE: Level 2
• Ability to handle multiple duties and work under pressure
• Professionalism, good grooming, and punctuality
• Familiarity with office equipment and basic computer skills

Responsibilities

• Provide guest assistance by phone and in person.
• Process check-ins and check-outs accurately and efficiently.
• Collect deposits and payments following PCI compliance.
• Distribute service calls to internal support departments.
• Upsell and promote add-on services or goods to guests.
• Initiate service recovery efforts when guest concerns arise.
• Operate PBX, answering and directing calls professionally.
• Stock supplies and maintain a clean, organized front desk area.
• Support lobby line control and guest safety when needed.
• Perform other duties as assigned by management.

Education

Level 2

Tools

Computer

Word processing

Spreadsheets

Voice mail

Copier

Fax

Calculator

Job description

Wilderness Hotel and Resort in Sevierville, TN seeks Guest Experience Associates to greet guests, assist by phone and in person, and handle check-ins/check-outs. You will collect payments, keep registration records, and ensure policies are followed with a guest-first attitude.

Responsibilities include upselling add-ons, handling service requests, operating the PBX, and maintaining a clean front desk. Ideal candidates show professionalism, punctuality, and a positive demeanor.