Guest Relations Representative

Pay Range: $17.00
-19.00 per hour ($2.00/hr. shift differential for 2nd shift)

Schedule:
Sun. 3-11:30 PM, Mon. & Tues. Off, Wed.

- Sat. 7 AM-3:30 PM

Smoky Mountain Resorts (SMR) is a family-focused, collaborative and goal-driven hospitality resort company. Our Great Smoky Mountains community is significant to us. As a third generation, family-owned, and operated business, we embrace a strong commitment to SMR ‘Spirit of Hospitality’ and our Smoky Mountain community.

Join the heart of hospitality as you learn how to become a professional and friendly representative for our company. Immerse yourself in the Hospitality and Hotel Resort world as you maintain clear and open communication with SMR guests. Within your respective shift assignment(s), perfect your problem-solving and listening skills while you work alongside the Front Desk Supervisor and Manager to create a welcoming environment for the entirety of the guests stay.

Sharpen your communication skills as you interact and build relationships with our guests on a daily basis. The Guest Relations Team is responsible for ensuring guest satisfaction and future hotel stays, as well as completing their daily work tasks and any additional tasks assigned.

The Business:

The Guest Relations Representative will work 8-10+ hours per shift, 5 or 6+ days each week, based on occupancy and staffing demand. Holidays and weekends are affected by peak demand which means all team members must work together during those days to keep our operations running efficiently.

• Recognize my role is important to impact guest excellence initiatives and repeat visits for future hotel stays.
• Be a professional, who is courteous and a friendly representative to SMR guests, vendors and other Front Desk visitors.
• Performance is accurate and efficient in early check-ins and late check-outs to accommodate/exceed guest expectations and maximize potential revenue opportunities.
• Complete required weekly paperwork on a timely basis including, but not limited to, guest check-in/out processes, complete daily reports, check payments and room status verifications.
• Ensure communication is accurate when answering guest questions, both in person and over the phone.
• Handle guest concerns and know when to refer information to management.
• Execute company front desk policies and procedures.
• Train to operate the Maestro booking system, to ensure a fast and efficient check-in and check-out process.
• Creekstone will additionally use for room status and work orders.
• Compliance with TOSHA certification, biohazards procedures and responsibilities for safety in handling.
• Knowledge and ability to comply with all company operating policies and procedures.
• Perform other incidental and related duties as required and/or assigned.
• Management reserves the right to change, remove or add to these duties as necessary.

• Contributes to building a positive team spirit.
• Interact with team members and guests in a positive and friendly manner, in all situations.
• No team member will pose a direct threat to the health/safety of self or others.

• A team member who supports and participates in Smoky Mountain Resorts’ Legendary Service and Promise for guest satisfaction, exceptional guest interactions and future hotel stays.
• Personally, demonstrate a commitment to SMR standards by responding to management and other team members promptly.

• Contribute to a professional and positive front desk environment.
• High standard of accuracy in all aspects of the job and other project assignments.
• Respond to guest related items and issues promptly and professionally in a manner that is consistent with SMR core values.
• Maintain strict confidentiality and excellent judgment regarding privileged information.
• Ensure my work areas are safe, organized and maintained.

Personality / Attitude:

• Clearly distinguishes between right and wrong.
• Highly motivated, energetic, flexible, cooperative, patient, good listener, friendly, caring and compassionate.
• Enjoy working with people, helping others and providing excellent guest…