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Resort Hospitality Representative

2 months ago

Gatlinburg, Tennessee, United States Westgate Resorts Full time

About the Role:

As a Resort Services Operator at Westgate Resorts, you will be the face of our company, providing exceptional customer service to our guests. You will be responsible for answering calls, routing messages, and ensuring that our guests have a seamless experience.

Key Responsibilities:

  • Provide friendly and positive service to our guests
  • Answer calls using our phone routing system
  • Route calls and take messages to the appropriate departments
  • Complete daily reports and records as required
  • Answer, screen, and route outside calls
  • Supply information to callers and record messages
  • Call back each guest who called to assure completion of the request
  • Maintain required record/logbook relating to housekeeping functions, outside contracted services, or others as required
  • Prepare and assign daily assignments for both contract cleaners and housekeeping staff
  • Coordinate with front desk via "Owner Forecast Grid" to ensure all owner villas are a priority and that there are adequate villas in the system for the night arrival
  • Input and manage timeshare status for front desk
  • Liaison with front desk daily for partial and full services and VIP lists

Requirements:

  • Must be able to lift up to 15lbs
  • High School Diploma or GED
  • 1+ years of customer service experience in a call center environment or similar
  • Excellent communication skills and ability to read, write, and speak English fluently
  • Ability to work weekends and holidays
  • Required to pass a background check, drug test, and prove eligibility to work in the United States