Guest Service Representative

Poppy Bank; Pigeon Forge (TN); On-site; USD 22,000 - 23,000; Full time

Benefits offered by this job

Medical insurance

Dental & vision insurance

Employee travel program

Marriott employee travel program

Paid time off

Sick pay

ZayZoon daily pay

Career growth

Job summary

The Wayback - A Marriott Tribute Portfolio in Pigeon Forge, TN, is seeking a Guest Service Representative to be the warm, energetic, and knowledgeable first impression for guests. You will handle check-ins/outs, respond to inquiries, and provide local recommendations to enhance stays.

Bring a friendly, solution-focused mindset, 1 year of front desk or guest services experience, and a flexible schedule to this role with opportunities for growth within a growing hospitality group.

Qualifications

• High school diploma or equivalent required.
• 1 year of hotel front desk, guest services, or customer-facing experience preferred.

Responsibilities

• Welcome every guest with warmth and enthusiasm.
• Perform all check-in and check-out tasks accurately.
• Respond to guest inquiries, requests, and complaints promptly and professionally, always resolving with care.
• Share knowledgeable recommendations on local attractions, dining, and activities in and around Pigeon Forge.
• Arrange personalized services for VIP guests, group reservations, and special occasion visitors.
• Upsell and convert walk-in guests by communicating the property's unique value and available offerings.

Skills

Interpersonal communication

Problem-solving

Multitasking

Customer service

Education

High school diploma or equivalent

Job description

The Wayback - A Marriott Tribute Portfolio

At The Wayback, we believe that normal is no fun - and that starts the moment a guest walks through our doors. As a Guest Service Representative, you are the first and lasting impression of everything this property stands for - the warm, energetic, knowledgeable presence who makes every guest feel like they've just arrived somewhere genuinely special. From seamless check-ins to local recommendations to handling the unexpected with a smile, this is a role for someone who thrives on human connection and takes real pride in making people's vacations unforgettable.

What You'll Do

Guest Experience & Service

• Welcome every guest with genuine warmth and enthusiasm that reflects The Wayback's one-of-a-kind personality
• Perform all check-in and check-out tasks efficiently and accurately
• Respond to guest inquiries, requests, and complaints promptly and professionally, always resolving with care
• Share knowledgeable recommendations on local attractions, dining, and activities in and around Pigeon Forge
• Arrange personalized services for VIP guests, group reservations, and special occasion visitors
• Upsell and convert walk-in guests by communicating the property's unique value and available offerings

Front Desk Operations

• Manage online and phone reservations in accordance with AATMOS Standard Operating Procedures
• Register guests and collect necessary information including contact details, payment methods, and stay dates
• Verify credit card data and inform guests of payment methods and policies
• Maintain accurate and up-to-date records of bookings and payments

What We're Looking For

Experience & Education

• High school diploma or equivalent required
• 1 year of hotel front desk, guest services, or customer-facing experience preferred

Skills & Abilities

• Warm, approachable personality with exceptional interpersonal and communication skills
• Strong problem-solving skills and the ability to multitask and stay composed in a fast-paced environment

Physical & Schedule Requirements

• Flexible availability including evenings, weekends, and holidays
• Ability to stand and move throughout each shift and lift up to 50 lbs

Summary

• Medical insurance
• Discounted vision and dental insurance
• Employee hotel travel program with discounted rooms across the AATMOS portfolio
• Marriott employee travel program
• Paid time off, vacation pay, and sick pay
• ZayZoon daily pay - access your earned wages when you need them
• Opportunities for career growth within a growing hospitality group

At AATMOS, we're committed to a positive, inclusive workplace where passionate hospitality professionals can thrive and grow. AATMOS Hotels is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

This job description is a general overview of the position and is not exhaustive. AATMOS Hotels reserves the right to modify this description as needed.

Contact information

• Name Nehad Sobhy

• Location The Wayback - A Tribute Portfolio,2760 Parkway,Pigeon Forge, TN, 37863,United States
• Base Pay $16.00 - $17.00 / Hour
• Job Category Guest Service, Front Desk, Front Desk Agent
• Required Degree High school
• Manage Others No