Guest Service Agent , 7-3 and 3-11 shifts

Front Desk Associate – Deliver excellent customer service, make reservations, keep the lobby clean and inviting, work with other departments to provide best guest experience, deal with some financial reports and handle cash appropriately. 

Starting pay is $15 per hour.  

Locations in Sevierville, TN & Gatlinburg, TN

Why Oaktenn?

Oaktenn, Inc. is a small, family-owned company in Sevier County, TN, that has been in the lodging and hospitality industry for generations! With four incredible lodges and a central laundry facility, we are always looking for great additions to our team, both part time and full time, with or without experience. We have three locations in Gatlinburg – Appy Lodge, Old Creek Lodge, and Bearskin Lodge. The Lodge at Five Oaks and our Laundry facility are in Sevierville.

Our owners are focused on showing associates respect and appreciation by offering fun perks, bonuses, paid vacation, insurance, and potential for growth and promotion! Here at Oaktenn you would be a valuable addition to our talented and hard-working team. We would love to talk to you today!

Oaktenn Inc. Lodging Properties

Position Title: Guest Service Representative
Reports to: Assistant General Manager, General Manager
Revision Date: 6/25

Position Summary

The Guest Service Representative (GSR) serves as the first point of contact for all guests at the hotel. This position is responsible for greeting and registering guests, modifying and confirming reservations, providing accurate information about the property and local attractions, and ensuring an exceptional guest experience throughout their stay. The GSR must demonstrate effective communication, multi-tasking, and problem-solving skills in a fast-paced environment while maintaining professionalism and hospitality standards established by Oaktenn, Inc.

Duties and Responsibilities

• Report to work on time in a clean, professional, and assigned uniform.
• Maintain availability to work weekends and holidays as scheduled.
• Greet all guests warmly and professionally upon arrival.
• Accurately register guests, assign rooms, and confirm reservations according to established procedures.
• Be thoroughly familiar with all guest room types, hotel amenities, rates, packages, and current promotions.
• Operate the phone system using appropriate etiquette; respond to calls promptly and professionally.
• Process payments using proper cash handling and credit card procedures; ensure accuracy in billing and folio documentation.
• Provide area information and assist guests with questions about local restaurants, attractions, and events.
• Respond to guest needs and requests in a timely and courteous manner.
• Communicate and coordinate with housekeeping, maintenance, and other departments to meet guest expectations.
• Document guest interactions, maintenance issues, and notable events in the front desk communication log.
• Ensure the front desk and lobby areas remain clean, organized, and stocked with necessary supplies.
• Remain current on hotel policies, promotions, occupancy levels, and emergency procedures.
• Promptly report safety concerns or guest complaints to the Front Desk Supervisor or General Manager.
• Uphold a positive, team-oriented attitude and provide outstanding customer service at all times.
• Maintain confidentiality regarding guest information and company matters.
• Perform additional duties as assigned by management.

Qualifications

• High school diploma or equivalent required.
• Prior customer service or front desk experience in a hospitality setting preferred.
• Proficiency in basic computer and point-of-sale systems.
• Strong communication and interpersonal skills.
• Ability to remain calm and professional under pressure.
• Excellent attention to detail, organizational skills, and time management.
• Flexible schedule with the ability to work varying shifts, weekends, and holidays.

Physical Requirements

• Must be able to stand and walk for extended periods.
• Frequent lifting of up to 25 lbs.
• Must be able to climb, bend, kneel, reach, twist, push, and pull regularly throughout shift.