• Now Offering up to a $600 Sign-on Bonus*
• $13.00 - $13.75 based on experience. $13.75 + based on sales incentives.

JOB SUMMARY: The primary responsibility of this guest service associate is to answer the switchboard. This includes routing all calls as required, answering questions and contacting other departments, as required, to serve guest requests/needs. Secondary responsibility is to act as a regular Guest Service Associate as follows: accommodate resort guests by registering and assigning rooms to guests; issuing room keys; transmitting and receiving messages; keeping records of occupied rooms and guests’ accounts; making and confirming reservations; presenting statement to and collecting payments from departing guests, and providing excellent guest service to our guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES: This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

*Answer the switchboard. Route all calls as required. Assist guests who call the switchboard with requests, complaints and/or need for services or repairs. Ability to speak clearly, have great listening skills and be able to respond to guests accordingly.

*All job duties relative to guest service: greet, register, assign rooms, verify credit, compute bills, collect payments and make change for guests, etc.

*Perform bookkeeping activities such as: balancing cash and guest accounts; review accounts and charges with guests during the check-out process; post charges for rooms, food & beverage and other miscellaneous charges; assist in solving billing discrepancies.

*Attend training sessions and practice training initiatives.

*Strive to be the best through knowledge of products, policies, procedures & knowledge of techniques, skills, equipment, procedures and materials.

*All other duties as assigned by management.

SUPERVISORY RESPONSIBILITIES: There are no Supervisory duties associated with this position.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

*Ability to answer multiple telephone lines while ensuring excellent customer service.

*Experience with or ability to learn the reservations system used at the resort.

*Excellent verbal and written communication skills. Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflict.

*Knowledge of local area – such as places to each, attractions, able to give directions, etc.

*Excellent time management skills (i.e. multi-tasking and effective follow-up) and problem resolution skills.

*Ability to gather and analyze information from various sources and choose a reasonable/responsible course of action.

*Ability to be creative while staying within established guidelines when responding to guest requests.
EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience preferred. Customer service background preferred.

LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules and operating procedures/instructions. Proficiency in English language is required in order to effectively communicate with guests/associates.

MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to deal with several abstract and concrete variables.
OTHER QUALIFICATIONS: Willingness to perform any required task within associate’s capabilities in order to effectively meet the needs of the company. Ability to get along well with others.
CERTIFICATES, LICENSES, REGISTRATIONS : N/A

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

While performing the duties of this job, the associate is regularly required to sit, stand, talk, and hear. The

employee frequently is required to reach with hands and arms. The employee is regularly required to walk

and stoop, kneel, crouch.

The associate must occasionally lift and/or move up to 30 pounds,

Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

While performing the duties of this job, the associate is occasionally exposed to wet and or humid conditions; outside weather conditions and extreme heat. The noise level in the work environment is usually moderate.

SAFETY CONSIDERATIONS: Use proper lifting techniques; alert to, resolving and reporting of situations, obstacles and objects that could pose safety concern for guests, associates and self.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: $13.00 - $14.25 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Weekend availability

Ability to commute/relocate:

• Sevierville, TN 37876: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you 18 years of age or older? If NOT, state date of birth:
• Have you ever been convicted of a crime or felony? (A conviction may not necessarily disqualify an applicant for employment.) If YES, please explain:
• Are you related to any current Wilderness/Soaky employee? If YES, their name & their relationship to you?
• Have you ever been employed by Wilderness at the Smokies/Wilderness Resorts/Soaky? If YES, dates of employment & reason for leaving:
• Can you perform this job without accommodations? If NO, list any accommodations:
• Have you ever applied to this Company before? If YES, when?
• Is there anything in your social or employment history that would give us pause in hiring you? If YES, please explain:

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: One location

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