Guest Services Agent

Job Description

JOB DESCRIPTION

Position: Guest Services Agent                                         Classification: Non-Exempt

Department: Front Desk                                                     Department Head: Director of Front Office

Reports to: Director of Front Office

Welcome to Conrad Nashville. We offer luxurious accommodations and exceptional service in the ever-evolving Nashville hospitality industry. Join our dynamic team, learn and grow in a culture of collaboration. Our priority is your well-being, which is why we offer competitive compensation packages, healthcare insurance, 401k plans, and team member discounts. Living and working in Nashville provides access to diverse cultural attractions, entertainment venues and culinary experiences. At Conrad Nashville, you can make a positive impact and be part of a world-class hospitality brand. Join us and discover all that we have to offer.

Job Summary

Often the first and last contact for our guests, the front desk agent is a critical link to guest satisfaction. Responsibilities include welcoming guests, processing registration and check-out, anticipating guest needs and meeting or exceeding those needs, responding to and resolving guest inquires and complaints, and coordinating with other departments to ensure guests feel well-cared for and valued. This person should be very comfortable interacting with guests and potential clients in a highly professional manner.

Job Duties

• Maintain a personal demeanor that is friendly, cheerful and courteous at all times.
• Upon arrival, welcome guests by name.
• Ensure that all guests feel welcomed to the property.
• Register guest and assign rooms.
• Conduct check-out processes.
• Ensure guest satisfaction by responding to guest inquiries with accurate information and a positive attitude.
• Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.
• Respond to phone calls, and retrieve guest mail, faxes and packages.
• Promote hotel amenities and services to guests using personal knowledge and effective selling techniques.
• Welcome and effectively resolve guest questions, issues and complaints with supervisor assistance as needed.
• Provide constant and consistent communication with other departments and supervisors/managers in order to ensure guest satisfaction
• Attend team briefings.
• Handle cash, credit card, currency conversions and other financial transactions.
• Post charges such as room, food, liquor or telephone to ledger.
• Compute or adjust bill, collect payment, and make change for guests.

• Perform any other responsibilities that may arise.

Training

• Complete training on operating job specific systems

Education

• High school diploma or GED

Specific Job Knowledge, skills & Abilities

• At least 18 years of age
• Basic computer skills
• Must be able to read, communicate effectively and have superb interpersonal skills
• Must be able to work well under pressure while retaining tact and composure when resolving guest complaints
• Work experience in the hospitality or restaurant industry preferred
• Communication in other languages is helpful

Physical Requirements

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• Requires grasping, writing, standing, walking, repetitive motions, listening and hearing ability and visual acuity.

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Benefits:

• Position is eligible for the Northwood Investors incentive plan 
• 401k after 90 days, fully vested, company match to 4%
• Medical (3 plan choices)
• Dental (2 Plan choices)
• Vision
• Employee Assistance Program (EAP)
• Flexible Spending Account (FSA)
• Paid Time Off 
• Hilton Honors Team Member Discounts
• Northwood Hospitality Discounts 

EEO and ADA Statements

Conrad Nashville is an Equal Opportunity Employer. We support and encourage diversity in the workplace.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.