Guest Service Agent Overnight

Kimpton Hotels & Restaurants•Nashville, TN

About The Position

The Guest Service Agent (Overnight) handles guest registration and check-out, PBX operations, and mail and message services while providing outstanding guest service. The role advocates for the hotel, creates personalized guest experiences, and builds relationships that encourage guests to return. The position involves overnight work and requires a flexible schedule, including weekends and holidays.

Requirements

High school diploma or GED required.
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 ability to enter information accurately.

Responsibilities

Review arrivals, note 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 AM, PM, or overnight checklist by the end of the shift.
Pre-assign hotel rooms, including rooms for VIPs, repeat guests, package reservations, and guests with special requests.
Follow the established key control policy.
Ensure proper credit policies are followed.
Submit lost-and-found articles with a completed lost-and-found report.
Know and follow fire and emergency procedures.
Open, secure, and balance the daily shift bank by 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.