Guest Operations Agent

Job Title: Guest Operations Agent – Parkside Cabin Rental Company

Competitive hourly wage based on experience: [Will be discussed on Phone Interview].

Location: Gatlinburg, Tennessee

Position Type: [Full-time]

Reports To: Front Office Manager

Job Summary

This position is a friendly, customer-focused Front Desk/Guest Operations Agent on our team at Parkside Cabin Rentals, responsible for providing exceptional service to guests and supporting the overall operations of our cabin rental business. The Agent will act as the first point of contact for guests, handle check-ins and check-outs, assist with reservations, and manage guest inquiries. The ideal candidate will be organized, personable, and detail-oriented, with a strong ability to multitask and resolve guest issues promptly.

In supporting the overall operations of the company, this position may at times include other job duties, responsibilities and roles i.e, inspecting cabins for guest arrival, assisting in cabin property function operations, stock or assisting our maintenance team in eligible projects.

Key ResponsibilitiesGuest Check-In and Check-Out:

• Guest Reception: Greet guests upon arrival with a friendly and welcoming attitude both in-person or digital. Ensure a smooth and efficient check-in process, including verifying reservations, processing payments, and providing key information.
• Check-Out Procedures: Handle check-outs in a courteous and professional manner, ensuring all charges are accurate and processing payments. Provide guests with any necessary invoices or receipts.

Reservation Management:

• Booking & Reservations: Manage phone, email, and online reservation requests, accurately inputting data into the booking system. Ensure availability and coordinate with housekeeping and maintenance to confirm readiness for guest arrivals.
• Special Requests: Handle guest requests for specific cabin features or amenities, noting these in the reservation system and notifying housekeeping and maintenance teams as needed.
• Confirmation & Modifications: Send reservation confirmations to guests and assist with reservation modifications or cancellations, ensuring proper documentation of changes.

Guest Service & Assistance:

• Answer Inquiries: Respond to guest inquiries about the cabins, local attractions, amenities, and services in a friendly, informative manner. Offer recommendations for local dining, activities, and sightseeing.
• Problem Resolution: Address guest concerns, complaints, or issues promptly and professionally, working to resolve them to the guest’s satisfaction. Escalate issues to the Front Desk Lead or management if necessary.
• Customer Service Excellence: Provide exceptional guest service throughout their stay, ensuring that every guest has a comfortable and enjoyable experience.
• Guest Requests: When needed, assist guests in delivering items or picking up.

Administrative Tasks:

• Guest Records: Maintain accurate guest information, including contact details, special requests, and payment records, ensuring confidentiality and compliance with data protection standards.
• Daily Reporting: Prepare daily check-in/check-out logs, room occupancy reports, and other administrative tasks as assigned. Provide updates to the management team on occupancy, guest feedback, and any operational concerns.
• Cash and Credit Handling: Process guest payments using the point-of-sale system, including cash, credit cards, and other payment methods. Ensure accurate handling of transactions and reconciliation of cash drawer/s at the end of shifts.

Guest Operations Responsibilities:

• Coordination: Work closely with housekeeping, maintenance, and other departments to ensure that guest needs are met and cabins are properly prepared and maintained.
• Special Requests and Upgrades: Coordinate with other departments to fulfill guest requests, such as additional amenities, room upgrades, or early check-ins/late check-outs, ensuring that arrangements are communicated and executed smoothly.
• Coordinate with the Parkside Team: Attend staff meetings and team training sessions to promote quality and efficiency.
• Operations Inspection: On days when needed for assistance in check-ins/tasks, you may be asked to assist in inspecting cabins for guest arrival, assist in inspection tasks or routine checks. This also includes eligible projects that maintenance needs assistance with.
• Cross Training: We aim to have our team be cross trained in all departments so that we may function fully as a supportive team and can assist each other in projects when needed. You may be asked to assist/train at some point in our departments including but not limited to: Quality Control, Maintenance and Laundry.

Safety & Security:

• Guest Safety: Ensure that guests are aware of safety protocols, such as emergency exits, fire safety, and key policies, providing them with relevant information at check-in.
• Security: Monitor the security of the property and cabins, ensuring guest safety, maintaining accurate logs of any incidents or issues, and notifying appropriate personnel as necessary.

Qualifications

• Experience: Previous experience in a front desk, receptionist, or customer service role is preferred. Hospitality or vacation rental experience is a plus.
• Customer Service Skills: Excellent interpersonal and communication skills, with a passion for delivering outstanding customer service.
• Multitasking Ability: Strong ability to manage multiple tasks simultaneously, while remaining organized and maintaining attention to detail.
• Technical Skills: Proficiency with computer systems, including reservation software, email, and office applications. Experience with property management systems (PMS) is a plus.
• Problem-Solving: Ability to handle guest complaints or issues in a calm, professional manner and work to resolve them effectively.
• Time Management: Ability to manage time effectively, prioritize tasks, and work efficiently under pressure.
• Professionalism: Strong work ethic, punctuality, and a positive, friendly attitude in all guest interactions.
• Physical Requirements: Ability to sit for long periods at a time, walk, stand, and for possible cross training purposes- inspect cabins for extended periods/assisting maintenance; may require lifting or moving light furniture or heavier items that require a team of two or more.

Preferred Qualifications

• Hospitality or Tourism Experience: Previous experience in the hospitality or tourism industry is highly desirable.
• Language Skills: Bilingual (Spanish, French, etc.) is a plus, especially for international guests.
• Knowledge of the Local Area: Familiarity with local attractions, restaurants, and activities is beneficial for making recommendations to guests.
• Driver License/Insurance: MUST have a valid driver’s license and complete an approval by our insurance company to drive a Parkside Cabin Rentals/Company vehicle.

Work Environment

• The position will be based at the front desk of the Parkside cabin rentals office while scheduled for phone coverage.
• For any inspection/maintenance assistance duties, you will be driving a company vehicle to the cabins to make sure that jobs are complete and expectations are met.
• Must be able to work flexible hours, including evenings, weekends, and holidays, to accommodate guest check-ins and check-outs.
• The work environment is fast-paced, especially during peak seasons, requiring attention to detail and strong customer service skills.

Compensation

• After 90 Days of employment- eligible for 100% team members paid for healthcare, dental & vision coverage.
• After 1 year of service- 1 Week Paid Vacation. After 3 years of service- 2 Weeks Paid Vacation.

Pay: $15.50 - $16.00 per hour

Expected hours: 40.0 per week

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Gatlinburg, TN 37738

Salary : $16 - $16