Front Office Representative

Choice Hotels International • Nashville, TN

10d • Onsite

About The Position

The Front Office Representative provides superior guest service in a fast-paced hotel environment, with the goal of ensuring 100% guest satisfaction. The Radisson Hotel Nashville is seeking a representative to join its Rooms Team. The role includes welcoming and registering guests, handling transactions and reservations, responding to guest needs and concerns, coordinating with other departments, and promoting hotel services and loyalty offerings. Associates are expected to demonstrate genuine hospitality, teamwork, and Choice’s Cultural Values. Hotel operations run 24 hours a day, seven days a week, and shifts and assigned duties may change as business needs dictate.

Requirements

• Strong customer service experience.
• Ability to maintain a positive and professional attitude when handling all situations.
• Solid computer skills.
• Ability to push or pull up to 30 pounds.
• Ability to work a flexible schedule, including mornings, afternoons, nights, and weekends.
• Excellent communication skills.
• Strong team spirit.
• Ability to stand, stoop, or bend for the entire shift.
• Ability to lift up to 20 pounds.
• Must complete required pre-employment drug testing and background checks and satisfy E-Verify and work-authorization requirements.

Nice To Haves

• Previous hotel experience.
• Opera experience.

Responsibilities

• Receive and process incoming guests and ensure a seamless arrival and departure experience.
• Greet guests, process hotel registration, and handle other transactions.
• Stay informed about hotel accommodations, services, and local attractions.
• Handle guest compliments, comments, observations, and challenges promptly to achieve guest satisfaction.
• Record complaint resolutions in the “Make it Right” log.
• Coordinate with other departments to arrange requested guest services.
• 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 accommodations and promote hotel amenities, food and beverage outlets, services, and the loyalty program.
• Make reservations in accordance with hotel yield management practices.
• Process customer credit at check-in in accordance with hotel and data privacy policies.
• Answer and field internal and external hotel calls as needed.
• Record special billing instructions and notify Accounting.
• Obtain required approvals and signatures for guest transactions.
• Follow hotel policy for cash banks and maintain confidentiality of guest information.
• Provide the Radisson experience through genuine hospitality and performance that exceeds guest expectations.
• Give guests personal attention, take responsibility, and use teamwork when providing service.
• Listen, apologize with empathy, find solutions, and follow through when resolving guest problems.
• Notice when guests are dissatisfied and use judgment in applying the 100% Guest Satisfaction approach.
• Perform other duties as required by management to provide guest satisfaction and genuine hospitality.

Benefits

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

What This Job Offers

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