Resort Guest Experience Concierge

Wilderness-Hotel-and-Resort-In; Sevierville (TN); On-site; USD 36,000 - 48,000; Full time

Job summary

Wilderness-Hotel-and-Resort-In in Sevierville, TN seeks a Guest Experience Associate to support front desk operations. You will assist guests in person and by phone, handle registrations and payments, and help ensure a seamless arrival and departure experience with a guest-first attitude.

The role involves upselling add-ons, basic service recovery, PBX operation, and maintaining a professional, organized front desk environment in a resort setting.

Qualifications

• Front desk guest assistance by phone and in person.
• Ability to process registrations, payments and documentation.
• Ability to upsell add-ons and manage service recovery.

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 as reported.
• 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, traffic flow, and guest safety when needed.
• Perform all other duties as assigned by management.

Skills

Guest service

Communication

Cash handling

PCI compliance

Multi-tasking

Education

High school diploma or equivalent

Tools

PBX system

POS system

Office software

Job description

Wilderness-Hotel-and-Resort-In in Sevierville, TN seeks a Guest Experience Associate to support front desk operations. You will assist guests in person and by phone, handle registrations and payments, and help ensure a seamless arrival and departure experience with a guest-first attitude.

The role involves upselling add-ons, basic service recovery, PBX operation, and maintaining a professional, organized front desk environment in a resort setting.