Guest Services Representative

2 weeks ago

Nashville, Tennessee, United States Moody Full time


The Guest Services Representative is responsible for efficiently managing the check-in and check-out processes for guests at the hotel, ensuring a high level of customer satisfaction.


Key Responsibilities:

  • Execute Front Desk operations related to guest arrivals and departures, adhering to established protocols; accurately handle all monetary transactions and credit card processing.
  • Address customer inquiries, concerns, and feedback promptly and courteously; resolve complaints effectively, escalating issues when necessary or coordinating with other departments for resolution; fulfill guest requests within the framework of hotel policies.
  • Pre-register guests, manage reservation blocks, and accept same-day bookings in accordance with hotel pricing structures and promotional strategies; process reservation cancellations as per established guidelines.
  • Complete any required logs and reports as directed by management.
  • Facilitate alternative accommodations for guests when required, following established procedures.
  • Perform additional duties as assigned.

Qualifications:

  • Strong understanding of company and brand policies, procedures, and services; general awareness of other hotel departments.
  • Exceptional interpersonal, written, and verbal communication skills.
  • Intermediate proficiency with Front Desk technology.
  • Fluency in English; proficiency in a second language is a plus.
  • Outstanding time management abilities with the capacity to multitask and prioritize effectively.
  • Excellent problem-solving capabilities.
  • Ability to maintain a customer-centric approach.
  • Strong organizational and planning skills.
  • Team-oriented mindset.
  • Adherence to corporate standards and procedures.

Experience and Education:

  • High School diploma or equivalent experience.
  • Minimum of 1 year of experience in a Front Desk role or a related customer service position.
  • Completion of required annual training as designated by the company.
  • Any additional training as mandated by management.

Work Environment:

  • This position operates within a professional office setting, utilizing standard office equipment such as computers, telephones, photocopiers, filing cabinets, and fax machines.
  • This is a full-time role, with potential for occasional overtime.
  • Work schedules may vary.
  • This role is primarily indoors.

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