Guest Service Representative

The Wayback - A Marriott Tribute Portfolio

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

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
• Marriott employee travel program
• 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, we're committed to a positive, inclusive workplace where passionate hospitality professionals can thrive and grow. AATMOS Hotels 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 Hotels reserves the right to modify this description as needed.