FRONT DESK AGENT

NASHVILLE DOWNTOWN HOTEL LLC • Nashville, TN

94d

About The Position

Responsible for taking care of guest requests and front desk/reception. Creating a positive and memorable experience for our guests by providing exceptional customer service, attention to detail and the ability to handle various tasks simultaneously.

Requirements

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
• 4-year college experience preferred, in hospitality, business or foreign languages fields.
• Previous experience in customer service, front office, or hospitality related role is preferred.
• Proficient communication skills, both verbally and in writing, enabling effective interaction with guests and colleagues.
• Proficient in using hotel management systems and basic computer applications.
• Competence in handling cash and credit card transactions.
• Preferred ability to speak foreign languages.
• Ability to multi-task and handle pressure during peak periods while maintaining service standards.
• Proficient in reading and interpreting documents such as safety rules, operating instructions, maintenance guidelines, and procedure manuals.
• Always upholds professionalism, exhibiting courtesy and respect towards guests and colleagues.

Nice To Haves

• 4-year college experience in hospitality, business or foreign languages fields.
• Previous experience in customer service, front office, or hospitality related role.
• Ability to speak foreign languages.

Responsibilities

• Greet guests with a warm and friendly demeanor upon arrival.
• Fulfilling requests, following special instructions, and adhering to established security and credit policies and procedures while using standards of service.
• Promote Hilton Hospitality and brand-specific marketing programs.
• Effectively communicate with other hotel departments to ensure seamless guest experiences.
• Address guest inquiries and resolve issues promptly, follow up ensuring complete guest satisfaction.
• Using computer system for most functions, select and block rooms for incoming guests; pre-register individuals or groups as required; assist in escorting VIPs as requested.
• Check guests out of the hotel in accordance with procedures; make change and post charges to guest accounts.
• Knowledgeable of room and rate availability for current and future dates to quote for guests.
• Handle safety deposit box requests; including distributing, giving access and closing procedures.
• Complete key packets and vouchers.
• Reconcile transactions at the close of shift and cash out with leader.
• Promote and upsell hotel services, packages, and loyalty programs.
• Answer phones according to service standards and within three (3) rings.
• Handle hotel emergency procedures and situations with professionalism.
• Collaborate with leadership to handle difficult situations and ensure guest satisfaction.
• Other duties and responsibilities as assigned.
• Maintain a safe work environment for co-workers and a safe hotel for guests.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED