Guest Service Agent Overnight

Kimpton Hotels & Restaurants•Nashville, TN

About The Position

The Guest Service Agent (Overnight) handles guest registration and checkout, PBX operations, and mail and message services while providing outstanding guest service. The role advocates for the hotel, creates highly personalized guest experiences, and builds relationships that encourage guests to return.

Requirements

High school diploma or GED.
Flexible schedule and ability to work overnight shifts, weekends, and holidays.
Ability to work well under pressure while handling many arrivals and departures within a short period.
Knowledge of the immediate area, services, attractions, and events.

Nice To Haves

Previous experience in a front desk or customer-facing role.
Familiarity with hotel systems and operations, and the ability to enter information accurately.

Responsibilities

Review arrivals for special requests and block rooms as needed.
Check hotel guests in and out in a confident, professional, and friendly manner.
Answer phone calls promptly and knowledgeably, providing complete and accurate information.
Complete the appropriate shift checklist by the end of the shift.
Pre-assign rooms, including rooms for VIPs and repeat guests and those associated with packages or special requests.
Follow the established key control policy.
Ensure proper credit policies are followed.
Submit found items with a completed lost-and-found report.
Maintain familiarity with fire and emergency procedures.
Open, secure, and balance the daily shift bank, counting and verifying cash, check, and credit card transactions handled while on duty.
Verify the credit limit report.
Monitor room availability throughout the shift.
Review the hotel's daily selling status using the yield management system.
Attend the department meeting once a month.
Communicate with other departments by telephone and/or radio.