Gatlinburg River Inn is a warm, welcoming retreat nestled along the river in the heart of Gatlinburg, TN — where genuine mountain hospitality and a comfortable, well-appointed stay bring guests back time and again. As a Guest Service Representative, you are the first and lasting impression of everything this property stands for — the friendly, knowledgeable presence who makes every guest feel at home from the moment they arrive. From seamless check-ins to local recommendations to handling the unexpected with a smile, this is a role for someone who genuinely loves people and takes real pride in making every stay memorable.
What You'll Do
Guest Experience & Service
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Welcome every guest with genuine warmth and hospitality that reflects the character of Gatlinburg River Inn
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Perform all check-in and check-out tasks efficiently and accurately
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Respond to guest inquiries, requests, and complaints promptly and professionally, always resolving with care
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Share knowledgeable recommendations on local Gatlinburg attractions, dining, hiking, and activities
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Inform guests of property amenities including the pool, fire pit, lawn areas, guest laundry, and complimentary hot continental breakfast
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Arrange personalized services for VIP guests and special occasion visitors
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Upsell and convert walk-in guests by communicating the property's unique value and available offerings
Front Desk Operations
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Manage online and phone reservations in accordance with AATMOS Hospitality Standard Operating Procedures
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Register guests and collect necessary information including contact details, payment methods, and stay dates
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Verify credit card data and inform guests of payment methods and policies
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Maintain accurate and up-to-date records of bookings and payments
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Communicate with housekeeping and facilities teams to ensure prompt responses to guest needs and room readiness
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Report any accidents, injuries, or safety concerns to management immediately
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Must be able to lift 25 pounds; (with or without accommodation)
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Ability to stand, walk, or kneel for a long period of time
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1 year of guest service experience is preferred, but not necessary.
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Excellent interpersonal, oral and written communication skills.
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Strong attention to detail and multitasking abilities.
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Exceptional problem-solving and decision-making skills.
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Customer-focused with a warm and approachable demeanor.
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High school diploma or equivalent.
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Maintains a professional appearance and mannerisms.
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Flexible schedule and willingness to work on holidays and weekends.
At AATMOS, we value our employees and offer a range of benefits including competitive pay, opportunities for career advancement, and a positive work environment. Join our team of dedicated professionals committed to providing outstanding guest experiences.
Note: This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, duties, requirements, or working conditions associated with the role.
