Guest Experience Agent

The GEM Agent plays a crucial role in ensuring a smooth guest experience. This position requires a strong understanding of guest service principles, excellent communication skills, and the ability to work effectively within a team environment. The GEM Agent is responsible for assisting in managing room inventory, VIP/Code Blue Arrivals, guest concerns, and guest follow ups. As a Guest Experience Agent, you will: Provide friendly, positive, and hospitable service to all internal and external guests Monitor guest surveys, contact guests regarding feedback, and update reservation details Assist in addressing and resolving guest complaints in a professional and timely manner Proactively and reactively follow up with guests to ensure satisfaction, address concerns, and provide assistance Monitor reservations with exceeded credit limits and take appropriate action Monitor room inventory and availability, and adjust unit statuses as needed Assign units for owner events, groups, manage late check-outs, and communicate with relevant departments Confirm guest relocation or unit retention, update move logs, and process stayover transactions. Verify reservation details for multi-week stays To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares out commitment. Prior customer service or hospitality experience preferred; strong communication skills across phone, email, and in-person interactions 6 months or more on call center or telephone experience in the customer service area Ability to multitask and manage guest inquiries, reservations, and other duties as assigned Confident problem-solving skills with a positive, professional demeanor in all guest interactions Team-oriented mindset with flexibility to work varied shifts, including evenings, weekends, and holidays Required to pass a background screen, drug test, and prove eligibility to work in the United States Why Westgate? Comprehensive Health Benefits – Medical, Dental, and Vision Coverage Paid Time Off – Vacation, Sick, and Personal Time to Recharge Paid Holidays 401(k) with Generous Company Match to Support Your Future Daily Pay – Access Your Earnings When You Need Them Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance Wellness Programs to Support Your Well-Being Flexible Spending Accounts (FSA) Tuition Assistance to Help You Grow Your Career Military Leave Employee Assistance Program (EAP) – Support When You Need It Most Life, Disability, Accident, Critical Illness, and Hospital Insurance Pet Insurance for Your Furry Family Members Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More Low-Cost Gym Membership David A. Siegel Legacy Scholarship – One scholarship of up to $40,000 is awarded each year to one eligible dependent of a current Team Member. Career Growth and Advancement Opportunities Community Involvement – Give Back and Make an Impact Westgate Resorts is an Equal Employment Opportunity employer . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email with the job title and the location of the position for which you are applying. This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice. Adjacent to Great Smoky Mountains National Park, the most-visited national park in the country, Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee, provides an amazing work environment with refreshing mountain breezes and spectacular views of the beautiful Great Smoky Mountains. As a member of the Westgate Smoky Mountain Resort team, you will meet and engage with guests who have arrived to enjoy all the Great Smoky Mountains have to offer and help them experience our world-class amenities such as the state-of-the-art Wild Bear Falls water park. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences and supporting your career growth where you are or at 60+ resorts across the company.