What are the responsibilities and job description for the Guest Experience Specialist position at THE DROP INN?
*Guest Experience Specialist*
BUSINESS: THE DROP INN
3650 Bamboo Way, Knoxville, TN 37920
REPORTS TO
General Manager, The Drop Inn
CLASSIFICATION
Non-Exempt · Hourly · Full and Part Time
SCHEDULE
Varies · includes weekends, holidays, evenings, and on-call rotation if applicable
ABOUT
The Drop Inn is a new boutique outdoor hotel set in Knoxville's Urban Wilderness — 16 Dwellings, 5 full hook-up van sites, and a small clubhouse with retail and a full common bath house. This is an operation where cross-training is imperative and proactive posture and problem solving are critical.
POSITION SUMMARY
The Guest Experience Specialist is the first and last impression of The Drop Inn. This role goes beyond a front desk seat: it is concierge, local guide, retail operator, and problem solver combined. The goal is not to process arrivals — it is to send guests home certain that someone genuinely wanted them to have a great stay.
Work arrives in waves. Arrival and departure windows are demanding; the hours between them are quiet. This role requires someone who runs hard during the rush and works independently during the lull.
EXPERIENCE
Prior experience in hospitality, retail, food and beverage, or customer service is preferred but not required. We will train the systems and the property. We cannot train warmth, judgment, or initiative — high Emotional and Curiosity Quotient are required.
QUALIFICATIONS
▪ At least 18 years of age.
▪ Tennessee TABC Server Permit held at hire or obtained within 61 days of hire, per state grace period. Training and permit cost reimbursed by PIER Group. [Required only if The Clubhouse serves open containers.]
▪ Valid driver's license.
▪ Successful completion of a background check, if required for alcohol service.
▪ Comfort learning property management, point-of-sale, and smart-lock systems.
▪ Clear written and verbal communication. Guest-facing writing is a daily part of this role.
▪ Availability for weekends, holidays, evenings, and participation in the after-hours on-call rotation.
▪ Ability to stand and walk on sloped outdoor terrain, lift up to 40 lbs., climb stairs, and work in varying weather.
ESSENTIAL DUTIES
▪ Take guest reservations — confirm online reservations, answer calls, and respond to Property Management System messages from guests.
▪ Greet, register, and depart guests; manage reservations, folios, and guest profiles accurately in the property management system.
▪ Answer telephone, email, text, and online travel agency messages within established response standards.
▪ Resolve guest concerns with empathy and urgency; escalate and document issues that exceed this role's authority.
▪ Operate The Clubhouse and the point-of-sale system, including retail, beverage, and guest essentials.
▪ Handle guest payment information in accordance with PCI standards. Issue no refund, discount, comp, or rate override without documented approval.
▪ Sell and serve alcohol in compliance with Tennessee law and the property's license: verify identification on every transaction and refuse service where required.
▪ Issue, verify, and expire guest door codes and access credentials; maintain custody of master credentials and back-of-house access.
▪ Protect guest privacy absolutely. Do not confirm or disclose a guest's presence, unit, or information to any third party.
▪ Perform opening and closing procedures and maintain shift-to-shift communication.
TYPICAL DUTIES
▪ Serve as local concierge — recommend trails, restaurants, breweries, and outdoor recreation across Knoxville's Urban Wilderness.
▪ Restock retail, beverages, and guest amenities to established par levels; assist with receiving, cycle counts, and inventory.
▪ Merchandise and maintain The Clubhouse, the welcome area, the common bath house, and all guest-facing spaces throughout the shift.
▪ Prepare welcome items, special requests, and celebration packages; review upcoming arrivals for VIPs and repeat guests.
▪ Maintain trail maps, local guides, printed collateral, and the lost-and-found log.
▪ Enter and follow up on work orders; communicate maintenance and housekeeping concerns promptly.
▪ Provide housekeeping and turnover support on high-turn days, including inspections, restocking, and light cleaning.
▪ Work the Slow Day Playbook independently during low-occupancy periods.
PRE-OPENING RESPONSIBILITIES
The Drop Inn has not opened yet, which means our initial crew will help open this project! If you have ever been part of an opening team, you know it can be fun, exciting, and lots of work! This is no different. Duties include but are not limited to unpacking, packing, storing, cleaning, organizing, testing, filling, loading, unloading, inventorying, etc.
BEYOND THE ROLE
▪ No one at PIER Group or The Drop Inn is above any task. On a high-turn day this role may be stripping units; on a quiet one, building trail guides or assisting maintenance.
▪ Cross training is required, not optional. This role will be certified on housekeeping turnover and basic maintenance response.
▪ When your area is quiet and another is under pressure, you move without being asked.
▪ Success is measured by guest experience — review scores, response times, retail attachment — not by hours logged at the desk.
▪ Perform other duties as assigned by the General Manager.
Disclaimer
This description describes the general nature and level of work expected. It is not an exhaustive list of all duties, responsibilities, or qualifications, and may be modified as the business evolves. Employment with PIER Group is at-will. PIER Group is an Equal Opportunity Employer and provides reasonable accommodation to enable individuals with disabilities to perform the essential functions of this position.
Pay: $15.00 - $20.00 per hour
Benefits:
- Dental insurance
- Health insurance
Work Location: In person
Salary : $15 - $20