What are the responsibilities and job description for the Guest Service Representative The Wayback - A Marriott Tribute Portfolio position at Aatmos Hospitality, LLC?
At The Wayback, we believe that normal is no fun — and that starts the moment a guest walks through our doors. As a Guest Service Representative, you are the first and lasting impression of everything this property stands for — the warm, energetic, knowledgeable presence who makes every guest feel like they've just arrived somewhere genuinely special. From seamless check-ins to local recommendations to handling the unexpected with a smile, this is a role for someone who thrives on human connection and takes real pride in making people's vacations unforgettable.
What You'll Do
Guest Experience & Service
- Welcome every guest with genuine warmth and enthusiasm that reflects The Wayback's one-of-a-kind personality
- Perform all check-in and check-out tasks efficiently and accurately
- Respond to guest inquiries, requests, and complaints promptly and professionally, always resolving with care
- Share knowledgeable recommendations on local attractions, dining, and activities in and around Pigeon Forge
- Arrange personalized services for VIP guests, group reservations, and special occasion visitors
- Upsell and convert walk-in guests by communicating the property's unique value and available offerings
Front Desk Operations
- Manage online and phone reservations in accordance with AATMOS Standard Operating Procedures
- Register guests and collect necessary information including contact details, payment methods, and stay dates
- Verify credit card data and inform guests of payment methods and policies
- Maintain accurate and up-to-date records of bookings and payments
- Communicate with housekeeping and facilities teams to ensure prompt responses to guest needs and room readiness
- Report any accidents, injuries, or safety concerns to management immediately