What are the responsibilities and job description for the Guest Service Representative position at Aatmos Hospitality, LLC?
Gatlinburg River Inn is a warm, welcoming retreat nestled along the river in the heart of Gatlinburg, TN — where genuine mountain hospitality and a comfortable, well-appointed stay bring guests back time and again. As a Guest Service Representative, you are the first and lasting impression of everything this property stands for — the friendly, knowledgeable presence who makes every guest feel at home from the moment they arrive. From seamless check-ins to local recommendations to handling the unexpected with a smile, this is a role for someone who genuinely loves people and takes real pride in making every stay memorable.
What You'll Do
Guest Experience & Service
- Welcome every guest with genuine warmth and hospitality that reflects the character of Gatlinburg River Inn
- 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 Gatlinburg attractions, dining, hiking, and activities
- Inform guests of property amenities including the pool, fire pit, lawn areas, guest laundry, and complimentary hot continental breakfast
- Arrange personalized services for VIP guests 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 Hospitality 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