Guest Services Agent

• Location 1440 upper Middle Creek Road,Suite #204,Sevierville, TN, ,United States
• Job Category 1
• Employee Type Full Time Non-Exempt

Description

Amazing Views of the Smokies is growing, and we're looking for a Guest Services Agent to join our team!

Our Guest Services Team plays an essential role in delivering an exceptional guest experience. As a primary point of contact for in-house guests and our property management team, the Guest Services Agent helps ensure that questions are answered, concerns are addressed, and issues are resolved as quickly and efficiently as possible.

In this role, you'll serve as the communication link between our guests and operations team by coordinating maintenance requests, troubleshooting basic issues, tracking outstanding tasks, and following up to ensure timely resolution. Your ability to communicate effectively, stay organized, and provide friendly, responsive support will help ensure our guests feel taken care of throughout their stay.

If you enjoy helping others, thrive in a fast-paced environment, and take pride in creating positive guest experiences, we'd love to have you on our team!

Requirements

Manage vacation rental reservations through phone, email, and online booking channels, including Airbnb and Vrbo.

Assist current and prospective guests with property information, availability, booking inquiries, reservation changes, and cancellations in accordance with company policies.

Provide exceptional guest service by responding to questions, handling special requests, and resolving concerns before, during, and after guests' stays.

Coordinate guest requests and service assignments with maintenance, housekeeping, and third-party vendors, following up to ensure timely completion.

Monitor routine maintenance needs and minor repairs, coordinating approved work as needed.

Maintain accurate guest, reservation, and property information across internal systems and databases.

Process guest payments, including rental charges, taxes, and applicable fees.

Assist with additional property management responsibilities and special projects as assigned.

High school diploma or GED required

Experience in hospitality, vacation rentals, sales, reservations, or customer service preferred.

Strong verbal and written communication skills.

Excellent customer service, problem-solving, and organizational skills.

Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.

Proficiency in Microsoft 365 applications and ability to learn new systems.

Availability to work evenings, weekends, and holidays as needed.

Reliable transportation to and from work.

Summary

If you're looking to be part of a fast-paced, values-driven company that's as serious about people as it is about performance—you're in the right place.

What We Offer:

• Competitive Pay – We offer compensation that stacks up strong against industry standards because we believe great people deserve great pay.
• Comprehensive Benefits – We offer medical, dental, and vision coverage options to support your total well-being.
• Smart Retirement Planning – We offer a 401(k) with a strong employer match to help you build a secure financial future.
• Generous Time Off – All new hires will accrue 15 paid days off per year
  , and your PTO grows with your tenure. Work-life balance isn't just a buzzword here.
• Be Part of Something Bigger – You'll be joining a company that's growing fast and doing things differently. Here, your work makes a visible impact.

We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship.

We make hiring decisions based solely on qualifications, merit, and business needs at the time.