Guest Relations Representative

Guest Relations Representative

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

Schedule 1 : Sat. - Wed. 2:45 PM - 11:15 PM, Fri. & Sat. Off

Schedule 2: Sun., Tues, & Wed. 3 PM - 11:30 PM, Fri. & Sat. 7 AM - 3:30 PM, Mon. & Thurs. Off

Schedule 3: Fri. - Sun. 3 PM - 11:30 PM, Mon. & Tues. Off, Wed. & Thurs. 7 AM - 3:30 PM

Who We Are:

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.

Purpose:

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.

Primary Essential Duties & Responsibilities:

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.

1. Recognize my role is important to impact guest excellence initiatives and repeat visits for future hotel stays.
2. Be a professional, who is courteous and a friendly representative to SMR guests, vendors and other Front Desk visitors.
3. Performance is accurate and efficient in early check-ins and late check-outs to accommodate/exceed guest expectations and maximize potential revenue opportunities.
4. 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.
5. Ensure communication is accurate when answering guest questions, both in person and over the phone.
6. Handle guest concerns and know when to refer information to management.
7. Execute company front desk policies and procedures.
8. Train to operate the Maestro booking system, to ensure a fast and efficient check-in and check-out process.
   1. Creekstone will additionally use for room status and work orders.
9. Compliance with TOSHA certification, biohazards procedures and responsibilities for safety in handling.
10. Knowledge and ability to comply with all company operating policies and procedures.
11. Perform other incidental and related duties as required and/or assigned.
12. Management reserves the right to change, remove or add to these duties as necessary.

Team Members:

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

Commitment to SMR's Legendary Service:

1. 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.
2. Personally, demonstrate a commitment to SMR standards by responding to management and other team members promptly.

Quality of Work Statement:

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

Position Requirements:

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 service.
• Willingness to learn best practices and adapt to procedural changes.
• Contributes to building a positive team spirit, shares expertise and recognizes the accomplishments of others.
• Recognized as a positive influence on others.
• Ability and commitment to work well with other staff.
• Appearance, hygiene, and dress represent the company's image.

Skills / Knowledge:

• Ability to work in a fast-paced, demanding work environment.
• Ability to communicate effectively and use the English language fluently: speak, understand, read, and write. Adapt Spanish interpretation when necessary.

• Strong organizational skills with excellent attention to detail (ATD).
• Must be able to prioritize, plan, meet deadlines and practice time management skills daily.
• Ability to accept that conflict happens; act to clarify the issue, bring parties together, identify a solution and monitor for resolution.
• Proficient computer skills with Microsoft software, including Outlook which is required and Excel is preferred.
• Digitally savvy with the ability to learn and use Paycor system, and the advanced Property Management system (Maestro) is required. Country Cascades and The Resort will also use the Purple Cloud system, Guest XMS which is required. Software systems may be deleted and/or added with innovations in new technology.

Education / Experience:

• High school diploma or equivalent required.
• Experience in one or more of the following areas/industries is preferred which includes: Hospitality/Tourism, Hotels/Resorts and Reservations.
• Familiar with Smokies area attractions.
• Ability to work within a diversified workforce.

Benefits:

• Years of Service Getaway (receive a company paid vacation after a year of service)
• 401k with 4% company match
• Health, dental, and vision insurance for $29 per week
• Paid Time Off
• Sick Time
• Maternity/Paternity Leave
• Professional Growth Opportunities
• Tuition Reimbursement
• Employee Discounts

Essential Functions:

Specific vision abilities required for this job include peripheral, distance, close, and depth perception and the ability to adjust vision focus. The employee is regularly required to talk, hear, and sit, use hands to finger, touch, handle, and feel. The employee is frequently required to stand, walk, climb and descend numerous flights of stairs consistently. The employee is required to use hand, arm, and leg to reach, bend, push, pull, stoop, kneel, and crouch. The employee must occasionally lift and move up to 50 pounds daily on their own. Ability to tolerate various temperatures while working outdoors. This position requires continuous ability to remember information.

Collier Development Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Collier Development Company drives a warm and welcoming culture where ideas and decisions from all people support our efforts to be relevant in an ever-changing world.