Guest Services Agent

Southall•Franklin, TN

23h

About The Position

Southall is a premier destination bringing nature, produce, and people together. The Guest Services Agent greets and registers guests and provides a high level of service to support an exceptional stay. The role handles guest arrivals and departures, responds to inquiries and complaints, processes payments and room charges, and provides accurate information about the property and local area. The position requires continual standing and movement throughout the front office, regular attendance, and the ability to work varied schedules to reflect hotel business needs. The agent must remain calm and alert during busy periods and emergencies, follow applicable safety guidance, and maintain a neat, clean, and well-groomed appearance. Other duties and projects may be assigned by a supervisor or Southall leadership.

Requirements

Considerable skill using a calculator to perform moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including exercising patience, tact, and diplomacy to defuse anger, gather accurate information, and resolve conflicts.
Ability to stand and move throughout the front office and continuously perform essential job functions.
Ability to read, listen, and communicate effectively in English, verbally and in writing.
Ability to access and accurately enter information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Education, training, or experience equivalent to high school graduation that provides the required knowledge, skills, and abilities; a high school diploma is preferred.
Must meet minimum bonding standards.
Must maintain a neat, clean, and well-groomed appearance.

Nice To Haves

High school diploma.

Responsibilities

Greet guests promptly and warmly, listen to their requests, and provide accurate information about hotel services, outlet hours, local attractions, and facilities.
Complete guest registration by entering and retrieving information in the computer system, confirming details such as the number of guests and room rate, selecting appropriate rooms, and coding electronic keys.
Complete the night audit.
Verify and imprint credit cards for authorization; handle cash, make change, and balance an assigned house bank; and accurately record vouchers, traveler’s checks, and other forms of payment.
Perform arithmetic calculations, post charges to guest rooms and house accounts, and close guest accounts at checkout while ascertaining guest satisfaction.
Respond to telephone calls and guest inquiries in clear, positive English; enter and retrieve messages and communicate their contents to guests.
Retrieve mail, small packages, and facsimiles for guests; operate fax and photocopying equipment, including sending, receiving, logging, copying, and scanning items as required.
Handle guest dissatisfaction and complaints by researching issues, finding effective solutions, negotiating outcomes, and, when appropriate, authorizing revenue allowances.
Stay calm and alert during emergencies and busy periods, and resolve complications such as room-location changes, credit issues, price conflicts, and heating or air-conditioning problems.
Summon front-service or bell assistance to escort guests to rooms when appropriate and direct guest flow through the hotel, including giving directions to restaurants and other facilities.
Maintain familiarity with property functions and outlet operations to represent and market the property positively to guests.
Provide instruction or guidance for guest and employee safety during fires or other emergencies.
Assist PBX operators or reservations agents and perform other duties and projects as assigned by a supervisor or Southall leadership.
Maintain regular attendance and comply with appearance standards.