Guest Service Representative539 E. ParkwayGatlinburg, US, TN, 37738

Margaritaville Resort Gatlinburg; Gatlinburg (TN); On-site; USD 19,000 - 25,000; Full time

Job summary

Margaritaville Resort Gatlinburg in Gatlinburg, TN is seeking a Guest Services Representative to provide genuine, efficient and friendly service at the front desk. You will greet guests, assist with check-ins/outs, answer phones, and handle reservations, ensuring five-star service and smooth operations.

The role emphasizes a positive attitude, professional appearance, and strong communication as you manage guest requests, payments, and VIP services while upholding hotel safety standards.

Qualifications

• Hospitality experience and/or customer service experience preferred.
• Friendly, outgoing personality and professional appearance required.
• Must be willing to work holidays and weekends.
• Positive attitude and excellent communication skills a must.

Responsibilities

• Greet guests and courteously answer questions about the hotel and local area.
• Check guests in and out in an efficient and friendly manner
• Resolve complaints in a positive manner.
• Answer phones, direct calls and take reservations.
• Follow front desk procedures to ensure accuracy, five-star service and consistency in all operations.
• Manage cash handling and check cashier closings and deposits.
• Monitor high balance guests and payments owing and take appropriate action.
• Monitor all VIP's, special requests, packages and ensure timely delivery and charging for all items.
• Be attentive, friendly, helpful and courteous to other team members and guests.
• Wear the proper uniform at all times. Uniform must be wrinkle free, clean and neat.
• Attend regularly scheduled meetings for front desk personnel.
• Work with the group sales manager to manage rooming lists, room assignments, cut-off dates and ensure smooth check-in, check-out and billing accuracy.
• Follow all hotel safety policies, procedures & standards.
• Handle other duties as assigned by Front Office Manager

Skills

Customer service

Friendly communication

Professional appearance

Job description

Guest Services Representative

Job Description

Provide genuine, efficient and friendly service for front of house to ensure smooth operations.

Primary Responsibilities

• Greet guests and courteously answer questions about the hotel and local area.
• Check guests in and out in an efficient and friendly manner
• Resolve complaints in a positive manner.
• Answer phones, direct calls and take reservations.
• Follow front desk procedures to ensure accuracy, five-star service and consistency in all operations.
• Manage cash handling and check cashier closings and deposits.
• Monitor high balance guests and payments owing and take appropriate action.
• Monitor all VIP's, special requests, packages and ensure timely delivery and charging for all items.
• Be attentive, friendly, helpful and courteous to other team members and guests.
• Wear the proper uniform at all times. Uniform must be wrinkle free, clean and neat.
• Attend regularly scheduled meetings for front desk personnel.
• Work with the group sales manager to manage rooming lists, room assignments, cut-off dates and ensure smooth check-in, check-out and billing accuracy.
• Follow all hotel safety policies, procedures & standards.
• Handle other duties as assigned by Front Office Manager

Requirements

• Must be willing to work holidays and weekends.
• Friendly, outgoing personality and professional appearance required.
• Hospitality experience and/or customer service experience preferred.

Positive attitude and excellent communication skills a must.