Full-time Guest Service Agent/Front Desk

3eee3616-edb4-4d43-8c71-5a633d0d0022•Nashville, TN

38d

About The Position

The Joseph, a Luxury Collection Hotel in Nashville, is seeking a full-time Guest Service Agent for its Front Office team. The role is central to the guest experience, creating memorable first and lasting impressions through genuine hospitality, personalized service, and attention to detail. The agent welcomes guests, supports their stay, and delivers service consistent with The Luxury Collection, Marriott, and Forbes Travel Guide standards. The position is hourly and non-exempt. Flexible availability is required, including mornings, evenings, weekends, holidays, and varying shifts based on business needs. The role requires standing for extended periods during scheduled shifts.

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.
Dependable, punctual, and committed 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.
Perform guest check-ins and check-outs efficiently and accurately.
Anticipate guest needs and preferences and personalize interactions.
Recognize 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 in Nashville.
Handle guest requests, questions, and concerns promptly and professionally.
Take initiative with service recovery and partner with leadership when needed.
Process reservations, room assignments and 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 hotel departments to provide seamless service.
Communicate guest preferences, special requests, maintenance concerns, and service opportunities to appropriate departments.
Maintain knowledge of 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 of up to $150 per month.
Childcare assistance match of 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 and 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.