Overnight Front Desk Agent — Elevate Guest Stays

westgate resorts; Gatlinburg (TN); On-site; USD 17,000 - 28,000; 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 an Overnight Front Desk Agent to welcome guests, manage registrations, and ensure seamless transactions. You will work to anticipate needs, resolve issues, and coordinate with other departments to deliver memorable experiences.

Role requires strong communication, multitasking, and a professional demeanor across in-person, phone, and digital channels.

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, reservations, and cashiering duties with accuracy and efficiency.
• 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.

Responsibilities

• Warmly greets guests, manage check-in and check-out processes, and assign accommodations in accordance with established procedures
• Provide personalized assistance by answering inquiries, offering recommendations, and following up promptly when additional information is required
• Demonstrate empowerment in resolving guest concerns, taking ownership of service recovery to ensure satisfaction
• Perform cashiering functions including settling folios, processing payments, and posting charges accurately
• Handle reservations, confirmations, and modifications with attention to detail and efficiency
• Transmit and receive guest communications via phone, email, text, and in-person interactions with professionalism
• Uphold service standards and property-specific guidelines at all times
• Maintain grooming and appearance standards to reflect the property’s brand image
• Partner with housekeeping, concierge, and other departments to ensure guest and owner needs are met seamlessly
• Actively promote room upgrades and property amenities in alignment with availability and pricing guidelines
• Project an approachable, enthusiastic demeanor with positive tone, volume, and inflection in all guest interactions
• Other duties as assigned

Skills

Customer service

Communication

Multitasking

Problem solving

Teamwork

Flexibility

Job description

Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee, seeks an Overnight Front Desk Agent to welcome guests, manage registrations, and ensure seamless transactions. You will work to anticipate needs, resolve issues, and coordinate with other departments to deliver memorable experiences.

Role requires strong communication, multitasking, and a professional demeanor across in-person, phone, and digital channels.