PM Guest Service Representative Gatlinburg River Inn

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

What We're Looking For

Experience & Education

• High school diploma or equivalent required
• 1 year of hotel front desk, guest services, or customer-facing experience preferred

Skills & Abilities

• Warm, approachable personality with exceptional interpersonal and communication skills
• Strong problem-solving skills and the ability to multitask and stay composed in a fast-paced environment

Physical & Schedule Requirements

• Flexible availability including evenings, weekends, and holidays
• Ability to stand and move throughout each shift and lift up to 50 lbs

Benefits & Perks

• Medical insurance
• Discounted vision and dental insurance
• Employee hotel travel program with discounted rooms across the AATMOS portfolio
• Paid time off, vacation pay, and sick pay
• ZayZoon daily pay — access your earned wages when you need them
• Opportunities for career growth within a growing hospitality group

At AATMOS Hospitality, we're committed to a positive, inclusive workplace where passionate hospitality professionals can thrive and grow. AATMOS Hospitality is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

This job description is a general overview of the position and is not exhaustive. AATMOS Hospitality reserves the right to modify this description as needed.