Gift Room Clerk

About the role

The Gift Room Clerk is responsible for distributing promotional incentives to qualified guests following their sales presentation, ensuring all promised rewards are accurately fulfilled. Provides teller-style ticket sales services, processes transactions with accuracy, maintains cash and inventory controls, and delivers exceptional customer service.

What You'll Do

• Maintain and balance assigned cash and ticket banks at the beginning and end of each shift, ensuring accuracy and accountability.
• Investigate and resolve discrepancies related to gift offers by coordinating with Marketing Liaison, Reservations Manager, or Broker Manager for verification.
• Address and resolve guest concerns or complaints regarding gift incentives, ticket features, and promotional offers in a professional manner.
• Process sales of attraction tickets and merchandise, and coordinate reservations for dinner shows and other entertainment as needed.
• Provide guests with general information, including directions, maps, and details about local attractions and resort amenities.
• Arrange guest transportation when required and maintain accurate transportation logs for corporate invoice reconciliation.
• Complete all daily reports and paperwork thoroughly and accurately, including documenting and explaining any cash overages or shortages.
• Reconcile all transactions against supporting documentation to ensure alignment with cash drawer balances.
• Issue and balance cash banks to Marketing Liaisons for non-qualified tour refunds, ensuring proper reconciliation at day's end.
• Maintain a clean, organized, and secure work environment in compliance with company standards.
• Conduct daily reconciliation of merchandise inventory and ensure accurate stock levels.
• Update ticket pricing displays to reflect current rates and promotions.
• Verify deposits jointly with team members prior to submission to ensure accuracy and compliance with audit standards.
• Other duties as assigned.

What You Will Bring

• High school diploma or GED required.
• Minimum of 6 months to 1 year of customer service experience required.
• Previous call center, hospitality, timeshare, collections, or vacation ownership experience preferred.
• Strong verbal and written communication skills with the ability to build rapport and effectively resolve customer concerns.
• Excellent time management, organization, and multitasking abilities in a fast-paced environment.
• Ability to maintain a professional, patient, and courteous demeanor while navigating challenging conversations.
• Strong attention to detail and proficiency in documenting account activity and processing payments.
• Prior customer service or hospitality experience preferred; strong communication skills across phone, email, and in-person interactions.
• Ability to multitask and manage guest inquiries, reservations, and cashiering duties with accuracy and efficiency.
• 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.

About Westgate Smoky Mountain Resort & Spa

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.

Additional Information: Additional Strengths

• Results-driven with a proven ability to meet collections, sales, and customer service goals.
• Skilled at identifying customer needs and presenting appropriate solutions that enhance the owner experience.
• Committed to delivering exceptional service while balancing company objectives and owner satisfaction.

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