Front Desk Agent

OAKTENN INC • Gatlinburg, TN • 21h ago

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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.

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