{"id":3525821,"url":"https://alion.io/job/westgate-resorts-guest-experience-agent-2","title":"Guest Experience Agent","company":{"id":3497,"name":"Westgate Resorts","domain":"westgateresorts.com","url":"https://alion.io/company/westgate-resorts","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":80,"open_postings":15,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Hospitality","role_family":"Hospitality","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gatlinburg, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":20,"max":20,"currency":"USD","period":"hour","gross":null,"usd_annual":40000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-30T13:15:41Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-09T12:34:49Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"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.\n 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.\nAs a Guest Experience Agent, you will:\nProvide friendly, positive, and hospitable service to all internal and external guests\nMonitor guest surveys, contact guests regarding feedback, and update reservation details\nAssist in addressing and resolving guest complaints in a professional and timely manner\nProactively and reactively follow up with guests to ensure satisfaction, address concerns, and provide assistance\nMonitor reservations with exceeded credit limits and take appropriate action\nMonitor room inventory and availability, and adjust unit statuses as needed\nAssign units for owner events, groups, manage late check-outs, and communicate with relevant departments\nConfirm guest relocation or unit retention, update move logs, and process stayover transactions. Verify reservation details for multi-week stays\nTo 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.\n Prior customer service or hospitality experience preferred; strong communication skills across phone, email, and in-person interactions\n6 months or more on call center or telephone experience in the customer service area\nAbility to multitask and manage guest inquiries, reservations, and other duties as assigned\nConfident problem-solving skills with a positive, professional demeanor in all guest interactions\nTeam-oriented mindset with flexibility to work varied shifts, including evenings, weekends, and holidays\nRequired to pass a background screen, drug test, and prove eligibility to work in the United States\n Why Westgate?\nComprehensive Health Benefits - Medical, Dental, and Vision Coverage\nPaid Time Off - Vacation, Sick, and Personal Time to Recharge\nPaid Holidays\n401(k) with Generous Company Match to Support Your Future\nDaily Pay - Access Your Earnings When You Need Them\nFamily-Focused Benefits - Pregnancy, Parental Leave, and Adoption Assistance\nWellness Programs to Support Your Well-Being\nFlexible Spending Accounts (FSA)\nTuition Assistance to Help You Grow Your Career\nMilitary Leave\nEmployee Assistance Program (EAP) - Support When You Need It Most\nLife, Disability, Accident, Critical Illness, and Hospital Insurance\nPet Insurance for Your Furry Family Members\nLoyalty Program - Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More\nLow-Cost Gym Membership\nDavid A. Siegel Legacy Scholarship - One scholarship of up to $40,000 is awarded each year to one eligible dependent of a current Team Member.\nCareer Growth and Advancement Opportunities\nCommunity Involvement - Give Back and Make an Impact\nWestgate 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.","description_format":"text","description_chars":4743,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Gym membership","Parental leave","Wellness"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["Vacation Rentals","Hotels & Resorts"],"lifecycle":[{"event":"open","at":"2026-10-30T14:04:21Z"}],"visa":[],"liveness":{"score":51,"band":"ok","label":"Likely open","p_open":1,"p_active":0.569,"p_room":0.9,"age_days":9,"expected_fill_days":21,"reasons":["conf:2","stale_co","win:mid","comp:brand"],"computed_at":"2026-11-09T06:03:00Z"},"pay":{"stated_usd_annual":40000,"is_top_pay":false},"html_url":"https://alion.io/job/westgate-resorts-guest-experience-agent-2","json_url":"https://alion.io/job/westgate-resorts-guest-experience-agent-2.json","meta":{"generated_at":"2026-11-09T17:00:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":112,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3497},"rest":"https://alion.io/mcp/rest/get_company?id=3497"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwestgate-resorts-guest-experience-agent-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwestgate-resorts-guest-experience-agent-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwestgate-resorts-guest-experience-agent-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/westgate-resorts-guest-experience-agent-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwestgate-resorts-guest-experience-agent-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3525821}},{"tool":"search_jobs","arguments":{"company":"westgateresorts.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3525821},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}