Guest Relations Agent

Westgate Resorts; Gatlinburg (TN); On-site; USD 17,000 - 22,000; Full time

Benefits offered by this job

Health benefits

Paid time off

401(k) with company match

Daily pay

Scholarship program

Career growth opportunities

Job summary

Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee seeks a Guest Relations Agent to deliver professional, guest-focused service. You will assist guests with inquiries and requests, coordinate with bell staff and front desk, and ensure a seamless guest experience that reflects our iconic mountain resort environment.

You will handle transportation requests, greet guests warmly, and arrange reservations for restaurants, attractions, and events while maintaining logs and supporting peak

Qualifications

• Experience in guest-facing roles in hospitality preferred.
• Strong verbal and written communication across channels (phone, email, in person).
• Ability to multitask and handle reservations and inquiries calmly.

Responsibilities

• Handle guest inquiries, concerns, and requests promptly and professionally.
• Coordinate with bell staff for luggage, room changes, and storage.
• Collaborate with front desk and housekeeping for check-ins/outs and VIP arrivals.
• Manage transportation requests (taxi, shuttle, golf cart, van).
• Provide personalized attention to VIP guests and loyal customers.
• Maintain logs of assignments and report issues to appropriate teams.
• Support peak check-in/check-out periods with efficient workflows.
• Offer restaurant, attraction, and event reservations.
• Greet guests, assist with special requests, and act as lobby ambassador.
• Maintain a clean, organized work area and communicate resort amenities clearly.
• Perform other duties as assigned.

Skills

Customer service

Hospitality

Multitasking

Communication

Education

High school diploma or equivalent

Job description

Company Description

Adjacent to Great Smoky Mountains National Park, the most-visited national park in the country, Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee, provides an amazing work environment with refreshing mountain breezes and spectacular views of the beautiful Great Smoky Mountains. As a member of the Westgate Smoky Mountain Resort team, you will meet and engage with guests who have arrived to enjoy all the Great Smoky Mountains have to offer and help them experience our world-class amenities such as the state-of-the-art Wild Bear Falls water park. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences and supporting your career growth where you are or at 60+ resorts across the company.

Job Description

The Guest Relations Agent provides professional, customer-focused service by assisting guests with inquiries, requests, and special needs while coordinating with bell staff, front desk, and other departments to ensure a seamless guest experience.

As Guest Relations Agent, you will:

• Handle guest inquiries, concerns, and requests promptly and professionally
• Assign and monitor bell staff for luggage deliveries, pickups, room changes, and storage
• Coordinate with front desk and housekeeping for early check-ins/outs, room changes, and VIP arrivals
• Manage transportation requests (taxi, shuttle, golf cart, van)
• Ensure VIP guests receive priority service and personalized attention
• Act as a liaison between guests and internal departments to maintain smooth operations
• Maintain organized logs of assignments, report maintenance/security issues, and manage lost & found
• Support efficient workflow during peak check-in/check-out periods
• Provide recommendations and arrange reservations for restaurants, attractions, and events
• Greet guests warmly, assist with special requests (flowers, gifts, amenities), and act as a lobby ambassador
• Maintain a clean, organized work area and communicate resort amenities and local events clearly
• Other duties as assigned

To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares out commitment.

Qualifications

• Prior customer service or hospitality experience preferred; strong communication skills across phone, email, and in-person interactions
• Ability to multitask and manage guest inquiries and reservations
• Confident problem-solving skills with a positive, professional demeanor in all guest interactions
• Team-oriented mindset with flexibility to work varied shifts, including evenings, weekends, and holidays
• Required to pass a background screen, drug test, and prove eligibility to work in the United States

Additional Information

Why Westgate?

• Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
• Paid Time Off – Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – AccessYour Earnings When You Need Them
• Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts(FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) – Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• David A. Siegel Legacy Scholarship – One scholarship of up to $40,000 is awarded each year to one eligible dependent of a current Team Member.
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact

Westgate Resorts is an Equal Employment Opportunity employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [e-mail] with the job title and the location of the position for which you are applying. This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.