Internship Purpose:

Real-life experience and resume credentials: Join the heart of hospitality as you learn how to become a professional and friendly representative for our company. Immerse yourself in the Hospitality and Hotel Resort world as you maintain clear and open communication with SMR guests. Within your respective shift assignment(s), perfect your problem-solving and listening skills while you work alongside the Front Desk Supervisor and Manager to create a welcoming environment for the entirety of the guests stay. Sharpen your communication skills as you interact and build relationships with our guests on a daily basis. The Guest Relations Team is responsible for ensuring guest satisfaction and future hotel stays, as well as completing their daily work tasks and any additional tasks assigned. You will sharpen your communication skills as you interact and build relationships with our guests on a daily basis.

Punctuality, timeliness, consistently reporting to work as scheduled and valid reasons for absences is extremely important in our business operations.

Who We Are:

Smoky Mountain Resorts (SMR) is a family-focused, collaborative and goal-driven hospitality resort company. Our Great Smoky Mountains community is significant to us. As a third generation, family-owned, and operated business, we embrace a strong commitment to SMR ‘Spirit of Hospitality’ and our Smoky Mountain community.

Benefits / Pay/ Perks ~

Our interns receive a competitive wage starting at $17 per hour, paid on a weekly basis. But the benefits don’t stop there! We are located in one of the largest tourist industries in the United States, and there is always something exciting to do around the corner. That’s why our perk program provides our employees with free and reduced admission to some of the largest attractions in the area. It’s the perfect place to work and explore!

Primary Essential Duties & Responsibilities:

Interns typically work 8-hour shifts, based on resort occupancy and staffing demand. Holidays and weekends are affected by peak demand which means all team members must work together during those days to keep the SMR property running efficiently. Within their respective assignments the Intern will:

1. Recognize my role is important to impact guest excellence initiatives and repeat visits for future hotel stays.
2. Be a professional, who is courteous and a friendly representative to SMR guests, vendors and other Front Desk visitors.
3. Ensure my performance is accurate and efficient in early check-ins and late check-outs to accommodate/exceed guest expectations and maximize potential revenue opportunities.
4. Complete required weekly paperwork on a timely basis including, but not limited to, guest check-in/out processes, complete daily reports, check payments and room status verifications.
5. Ensure communication is accurate when answering guest questions, both in person and over the phone.

• • Handle guest concerns and know when to refer information to management.

1. Execute company front desk policies and procedures.
2. The Resort: Train to operate the Maestro booking system, to ensure a fast and efficient check-in and check-out process.
3. Compliance with TOSHA certification, biohazards procedures and responsibilities for safety in handling.
4. Knowledge and ability to comply with all company operating policies and procedures.
5. Perform other incidental and related duties as required and/or assigned.
6. Management reserves the right to change, remove or add to these duties as necessary.

Team Members: 

1. Contributes to building a positive team spirit.
2. Interact with team members and guests in a positive and friendly manner, in all situations.
3. No team member will pose a direct threat to the health/safety of self or others.

Quality of Work Statement:

1. Contribute to a professional and positive front desk environment.
2. High standard of accuracy in all aspects of the job and other project assignments.
3. Respond to guest related items and issues promptly and professionally in a manner that is consistent with SMR core values.
4. Maintain strict confidentiality and excellent judgment regarding privileged information.
5. Ensure my work areas are safe, organized and maintained.

Position Requirements:

Personality / Attitude:

• Clearly distinguishes between right and wrong.
• Energetic, flexible, cooperative, patient, good listener, friendly, and caring.
• Enjoy working with people, helping others and providing excellent guest service.
• Willingness to learn best practices and adapt to procedural changes.
• Contributes to building a positive team spirit.
• Appearance, hygiene, and dress represent the company’s image.

Skills / Knowledge:

• Must be prompt and willing to work as scheduled.

• Ability to communicate effectively and use the English language fluently: speak, understand, read, and write.
• Multi-tasking and organizational skills with excellent attention-to-detail (ATD).
• Ensure accuracy of information.

Education / Experience:

• High school diploma or equivalent required.

• Experience in one or more of the following areas/industries is preferred which includes: Hospitality/Tourism, Hotels/Resorts and Reservations.
• Proficient computer skills with Microsoft software, including Outlook which is required and Excel is preferred.
• Digitally savvy with the ability to learn and use Paycor system, and the advanced Property Management system (Maestro) is required. Country Cascades and The Resort will also use the Purple Cloud system, Guest XMS which is required. Software systems may be deleted and/or added with innovations in new technology.

• Ability to deal within a diversified workforce.
• Reliable transportation is required.