Front Desk Representative

3 weeks ago


Nashville, Tennessee, United States Embassy Suites Nashville Airport Full time
Job Summary

The Front Desk Agent is responsible for providing exceptional guest service, ensuring a smooth and efficient check-in and check-out process, and maintaining a clean and organized front office area.

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future.

  • Guest Greeting and Registration: Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice, and listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
  • Room Assignment and Key Management: Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate, and make appropriate selection of rooms based on guest needs, code electronic keys, certificates, and coupons as appropriate.
  • Telephone and Message Handling: Promptly answer the telephone using positive and clear communication, input messages into the computer, retrieve messages and communicate the content to the guest, and retrieve mail, small packages, and facsimiles for customers as requested.
  • Conflict Resolution and Guest Services: Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues, listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and air conditioning, etc.

Requirements

  • Prior hospitality experience preferred, but not required.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and help resolve conflicts.
  • Ability to read, listen, and communicate effectively.
  • Hearing and visual ability to observe and detect signs of emergency situations.
  • Professional, positive attitude and actions when communicating with guests and team members.

EOE/M/F/D/V



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