Full-time Guest Service Agent/Front Desk

Makeready LLC•Nashville, TN

About The Position

The Joseph, a Luxury Collection Hotel in Nashville, is hiring a full-time Guest Service Agent for its Front Office department. The role is hourly and non-exempt, with flexible availability required for mornings, evenings, weekends, and holidays. The Guest Service Agent is central to the guest experience, creating memorable first and lasting impressions through genuine hospitality, personalization, and attention to detail. The position involves welcoming guests, anticipating preferences, resolving concerns, and delivering service aligned with The Luxury Collection, Marriott, and Forbes Travel Guide standards. The successful candidate will take pride in building meaningful guest connections and representing The Joseph’s refined, highly personalized hospitality. This role requires coordination with hotel departments and maintaining accurate records and transactions, as well as a polished and welcoming Front Desk and lobby. Eligible hourly team members may access a range of benefits, assistance programs, and perks, subject to applicable plan terms and guidelines.

Requirements

Genuine passion for hospitality and creating exceptional guest experiences.
Warm, polished, and professional communication skills.
Strong attention to detail and ability to identify opportunities to personalize service.
Strong problem-solving skills and ability to handle guest concerns professionally and discreetly.
Ability to remain composed, gracious, and solutions-focused in high-volume or challenging situations.
Strong organizational skills and ability to manage multiple priorities simultaneously.
Dependable and punctual, with commitment to maintaining The Joseph’s standards of excellence.
Flexible availability, including mornings, evenings, weekends, holidays, and varying shifts based on business needs.
Ability to stand for extended periods throughout the scheduled shift.

Nice To Haves

Previous Front Desk, Guest Services, Reservations, or luxury hospitality experience.
Experience in a luxury, Forbes-rated, Marriott, or full-service hotel environment.
Experience with hotel property management and reservation systems.
Knowledge of Marriott Bonvoy standards and benefits.
Knowledge of Nashville restaurants, attractions, entertainment, and local experiences.

Responsibilities

Welcome guests warmly and create personalized arrival experiences.
Complete guest check-ins and check-outs efficiently and accurately.
Anticipate guest needs and preferences and personalize interactions.
Recognize and acknowledge VIPs, Marriott Bonvoy members, repeat guests, and guests celebrating special occasions.
Provide information about hotel accommodations, amenities, restaurants, spa services, events, and other property offerings.
Recommend dining, entertainment, transportation, attractions, and experiences throughout Nashville.
Handle guest requests, questions, and concerns promptly and professionally.
Take initiative in service recovery and partner with leadership to resolve concerns when necessary.
Process reservations, room assignments, room changes, payments, deposits, and other Front Office transactions accurately.
Maintain accurate guest profiles, preferences, notes, and reservation information in hotel systems.
Answer telephone calls and guest communications using professional luxury service standards.
Coordinate with Bell/Door, Concierge, Housekeeping, Reservations, Engineering, Food & Beverage, Spa, and other departments.
Communicate guest preferences, special requests, maintenance concerns, and service opportunities to appropriate departments.
Stay informed about daily hotel operations, group activity, VIP arrivals, special events, outlet hours, and property offerings.
Follow cash-handling, credit-card, billing, privacy, safety, and security procedures.
Maintain a polished, organized, and welcoming Front Desk and lobby environment.
Support Forbes Travel Guide service standards and Marriott brand standards.
Perform additional responsibilities assigned by Front Office leadership.

Benefits

Medical, dental, and vision insurance.
Life, AD&D, and basic life insurance.
Short-term and long-term disability coverage.
Voluntary hospital, accident, and illness plans.
Optional legal plan.
SupportLinc Employee Assistance Program.
Wellness initiatives.
Pet insurance available for purchase.
401(k) retirement plan with company match.
Tuition reimbursement program.
Student loan repayment assistance up to $150 per month.
Childcare assistance match up to $100 per month per child or eligible disabled spouse or parent.
Paid maternity and paternity leave.
Opportunity to earn up to four weeks of PTO within the first year.
Additional birthday PTO.
Annual volunteer PTO.
Opportunity to exchange eligible PTO for qualifying expenses, including education, dependent care, groceries, fitness/wellness, travel, HSA contributions, and 401(k)/Roth 401(k) contributions.
Hotel, restaurant, spa, and retail discounts at Makeready Collection and ZaZa properties.
Team member referral bonuses.
Birthday and anniversary recognition.
Team member recognition with rewards.
Culture Council participation and team engagement opportunities.