Guest Service Agent

Castle Rock Asset Hospitality Management LLC•Nashville, TN

6h•Onsite

About The Position

The Guest Service Agent is the first point of contact for our guests, playing a crucial role in creating a positive and welcoming experience. This multifaceted position encompasses traditional front desk responsibilities, including check-in/check-out, guest inquiries, and issue resolution, while also extending to behind-the-scenes support by efficiently handling guest calls and ensuring seamless communication throughout their stay. The ideal candidate is a highly organized, customer-focused individual with excellent communication skills and a passion for exceeding guest expectations.

Requirements

High school diploma or equivalent required.
One year of experience in a customer service role, preferably in a hotel or hospitality environment.
Excellent telephone etiquette and a professional phone voice.
Ability to work a flexible schedule, including days, evenings, weekends, and holidays.
Fluency in English is required.
Demonstrates a genuine desire to understand and meet guest needs, consistently striving to provide exceptional service.
Possesses excellent verbal and written communication skills, with the ability to articulate information clearly and professionally, both in person and over the phone.
Effectively identifies and analyzes problems, develops creative solutions, and takes appropriate action to resolve issues efficiently.
Demonstrates strong organizational skills and the ability to prioritize tasks, manage time effectively, and handle multiple responsibilities simultaneously.
Pays close attention to accuracy and completeness in all tasks, ensuring information is correct and procedures are followed precisely.
Maintains a professional appearance, demeanor, and ethical conduct at all times.
Collaborates effectively with colleagues and other departments to achieve common goals.
Adjusts readily to changing situations and demands, remaining calm and effective in a fast-paced environment.
Demonstrates honesty, trustworthiness, and respect for guest privacy and confidentiality.
Possesses basic computer skills and the ability to learn and navigate hotel property management systems (PMS) and other relevant software.

Nice To Haves

Associate's degree in hospitality or a related field preferred.
Bilingual skills are a plus.

Responsibilities

Efficiently and accurately process guest arrivals and departures, including verifying identification, processing payments, issuing room keys, and providing necessary information about the hotel and local area.
Professionally and promptly answer incoming phone calls, providing information, taking reservations, directing calls, and addressing guest requests and concerns.
Serve as a knowledgeable resource for guests, providing accurate information about hotel services, amenities, local attractions, directions, and transportation options.
Listen empathetically to guest complaints and concerns, investigate and resolve issues effectively and efficiently, and escalate complex situations to the appropriate manager when necessary.
Accurately process new reservations, modifications, and cancellations according to hotel policies and procedures.
Handle cash, credit card, and other forms of payment accurately and securely, ensuring proper posting and balancing of accounts.
Update and maintain accurate guest information in the hotel's property management system (PMS).
Receive, sort, and distribute guest mail, packages, and messages promptly and accurately.
Ensure the front desk and lobby area are clean, organized, and presentable at all times.
Be vigilant and report any suspicious activity or security concerns to management.
Understand and follow established emergency procedures.
Assist with concierge services, such as arranging transportation, making restaurant reservations, and providing recommendations.
Prepare daily reports and perform end-of-shift procedures.
Collaborate effectively with other hotel departments (e.g., Housekeeping, Food & Beverage, Maintenance) to ensure guest satisfaction.
Assist with inventory and ordering of front office supplies.
Participate in training sessions and meetings as required.
Perform other duties as assigned by management.