Front Desk Agent

At River Terrace Resort, you can enjoy an incredible work environment in the heart of downtown Gatlinburg, Tennessee, overlooking the scenic Little Pigeon Forge River and near the entrance to Great Smoky Mountains National Park. As a member of the River Terrace Resort team, you will have a great opportunity to meet and engage with guests who have arrived to enjoy the beautiful Great Smoky Mountains, and all the incredible family-friendly attractions located throughout the area. As part of Westgate Resorts, recognized by U.S. News?as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences and supporting your career growth where you are or at 60+ resorts across the company.

The Front Desk Agent serves as the welcoming face of the property, creating memorable first and lasting impressions for all arriving, in-house, and departing guests. This role is responsible for the smooth daily operation of the front desk, ensuring seamless registration, attentive service, and accurate transactions. Front Desk Agents embody the property’s service culture by anticipating guest needs, resolving concerns with confidence, and collaborating across departments to deliver exceptional experiences

As Front Desk Agent, you will:

• Warmly greets guests, manage check-in and check-out processes, and assign accommodations in accordance with established procedures
• Provide personalized assistance by answering inquiries, offering recommendations, and following up promptly when additional information is required
• Demonstrate empowerment in resolving guest concerns, taking ownership of service recovery to ensure satisfaction
• Perform cashiering functions including settling folios, processing payments, and posting charges accurately
• Handle reservations, confirmations, and modifications with attention to detail and efficiency
• Transmit and receive guest communications via phone, email, text, and in-person interactions with professionalism
• Uphold service standards and property-specific guidelines at all times
• Maintain grooming and appearance standards to reflect the property’s brand image
• Partner with housekeeping, concierge, and other departments to ensure guest and owner needs are met seamlessly
• Actively promote room upgrades and property amenities in alignment with availability and pricing guidelines
• Project an approachable, enthusiastic demeanor with positive tone, volume, and inflection in all guest interactions
• Other duties as assigned

To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares out commitment.

• Prior customer service or hospitality experience preferred; strong communication skills across phone, email, and in-person interactions
• Ability to multitask and manage guest inquiries, reservations, and cashiering duties with accuracy and efficiency
• Confident problem-solving skills with a positive, professional demeanor in all guest interactions
• Team-oriented mindset with flexibility to work varied shifts, including evenings, weekends, and holidays
• Required to pass a background screen, drug test, and prove eligibility to work in the United States

Why Westgate?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.) 
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [email protected] with the job title and the location of the position for which you are applying.

This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.