Guest Service Representative

The Wayback - A Marriott Tribute Portfolio

At The Wayback, we believe that normal is no fun — and that starts the moment a guest walks through our doors. As a Guest Service Representative, you are the first and lasting impression of everything this property stands for — the warm, energetic, knowledgeable presence who makes every guest feel like they've just arrived somewhere genuinely special. From seamless check-ins to local recommendations to handling the unexpected with a smile, this is a role for someone who thrives on human connection and takes real pride in making people's vacations unforgettable.

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What You'll Do

Guest Experience & Service

• Welcome every guest with genuine warmth and enthusiasm that reflects The Wayback's one-of-a-kind personality
• Perform all check-in and check-out tasks efficiently and accurately
• Respond to guest inquiries, requests, and complaints promptly and professionally, always resolving with care
• Share knowledgeable recommendations on local attractions, dining, and activities in and around Pigeon Forge
• Arrange personalized services for VIP guests, group reservations, and special occasion visitors
• Upsell and convert walk-in guests by communicating the property's unique value and available offerings

Front Desk Operations

• Manage online and phone reservations in accordance with AATMOS Standard Operating Procedures
• Register guests and collect necessary information including contact details, payment methods, and stay dates
• Verify credit card data and inform guests of payment methods and policies
• Maintain accurate and up-to-date records of bookings and payments
• Communicate with housekeeping and facilities teams to ensure prompt responses to guest needs and room readiness
• Report any accidents, injuries, or safety concerns to management immediately

What We're Looking For

Experience & Education

• High school diploma or equivalent required
• 1 year of hotel front desk, guest services, or customer-facing experience preferred

Skills & Abilities

• Warm, approachable personality with exceptional interpersonal and communication skills
• Strong problem-solving skills and the ability to multitask and stay composed in a fast-paced environment

Physical & Schedule Requirements

• Flexible availability including evenings, weekends, and holidays
• Ability to stand and move throughout each shift and lift up to 50 lbs