Front Office Representative

Choice Hotels • Nashville, TN

1d • Onsite

About The Position

The Front Office Representative provides superior guest service in a fast-paced hotel environment, ensuring guest satisfaction at the Radisson Hotel Nashville. The role supports smooth guest arrivals and departures, handles registration and transactions, responds to guest needs and concerns, and works with other departments to arrange requested services. The representative maintains knowledge of hotel accommodations, services, local attractions, and current hotel communications; prepares shift summaries; and promotes hotel amenities, food and beverage outlets, services, and the loyalty program. The role also includes making reservations, processing guest credit, handling calls when assigned, recording billing instructions, and following hotel policies for cash banks, approvals, and guest information confidentiality.

The position requires genuine hospitality, teamwork, personal accountability, and the ability to resolve guest problems with empathy and follow-through. The hotel operates 24 hours a day, seven days a week, and associates may be moved to different shifts or assigned different duties as business needs dictate. A hospitable service atmosphere must be maintained at all times.

Requirements

• Strong customer service experience.
• Ability to maintain a positive and professional attitude when handling all situations.
• Solid computer skills.
• Ability to work a flexible schedule, including mornings, afternoons, nights, and weekends.
• Excellent communication skills.
• Strong team spirit.
• Ability to push or pull up to 30 pounds.
• Ability to stand, stoop, or bend for the entire shift.
• Ability to lift up to 20 pounds.
• Ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious, and Show Integrity.
• Must complete a pre-employment drug test and background check; employment is also conditional on satisfactory E-Verify completion and presenting documentation verifying identity and authorization to work in the United States.

Nice To Haves

• Previous hotel experience.
• Opera experience.

Responsibilities

• Receive and process incoming guests, ensuring a seamless arrival and departure.
• Greet guests and process hotel registrations and other transactions.
• Maintain current knowledge of hotel accommodations, services, and local attractions.
• Handle guest compliments, comments, observations, and challenges promptly to support guest satisfaction.
• Record resolutions to guest complaints in the “Make it Right” log.
• Coordinate with other departments to arrange services requested by guests.
• Review and update the communication log to stay current on hotel developments.
• Prepare end-of-shift summaries and communications for management and other shifts.
• Encourage upselling of guest accommodations and promote hotel amenities, food and beverage outlets, services, and the loyalty program.
• Make reservations in accordance with the hotel’s yield management practices.
• Process customer credit at check-in in accordance with hotel policy and data privacy standards.
• Answer and field internal and external hotel calls when assigned.
• Identify and record special billing instructions and notify Accounting.
• Obtain appropriate approvals and signatures for guest transactions.
• Follow hotel policy regarding cash banks and maintain the confidentiality of guest information.
• Deliver the Radisson experience through genuine hospitality and performance that meets or exceeds guest expectations.
• Listen to guest concerns, apologize with empathy, find solutions, and follow through.
• Use judgment to address guest dissatisfaction and support 100% guest satisfaction.
• Perform other duties required or assigned by management to provide genuine hospitality and guest satisfaction.

Benefits

• Hotel discounts at more than 7,000 Choice Hotels.
• 401(k) retirement plan beginning on the first of the month after 30 days of employment.
• Paid vacation and sick time after 90 days of employment.
• Eight paid holidays.
• Paid bereavement leave.
• Paid floating holidays after one year of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed