Guest Services Associate, Nashville - The Gilmore Hotel

AvantStay•Nashville, TN

9d•Onsite

About The Position

AvantStay is seeking a Guest Services Associate for The Gilmore Hotel in Nashville. The role is the first point of contact for guests at AvantStay’s luxury hotels and supports front desk and concierge services. The associate helps ensure an outstanding guest experience from check-in through check-out by providing personalized assistance, resolving requests and issues, and coordinating with hotel teams. The position requires flexibility to take the lead on weekends and after hours, managing guest needs, property requests, and minor maintenance tasks. Candidates must reside within a short drive or in the Nashville metropolitan area.

Requirements

A guest-first attitude and a strong desire to create excellent experiences and impactful first impressions.
Broad technology experience, including familiarity with different property management systems.
Excellent communication skills and the ability to communicate with a broad range of stakeholders.
Comfort working in a startup environment and making decisions that enhance the guest experience.
Positive attitude, self-starter mentality, and ability to work effectively independently and as part of a team.
Desire to become knowledgeable about short-term rentals and housekeeping.
Strong analytical, strategic, and collaborative skills.
Comfort working in a fast-paced environment.
Strong attention to detail.
Focused, hard-working, and willing to contribute toward the company’s growth.
Ability to understand and convey business issues and technical concepts.
Ability to learn new software systems quickly.
Ability to manage multiple tasks at once, solve problems independently, and handle guest issues effectively.
Customer-centric attitude and passion for delivering exceptional service.
Must be US-based and willing to work some weekends and evenings.
Must reside within a short drive or in the Nashville metropolitan area.

Nice To Haves

Experience in real estate, hospitality, and/or technology.

Responsibilities

Greet guests upon arrival and assist with check-in and check-out.
Respond promptly and professionally to guest requests, inquiries, and concerns.
Provide concierge services, including local recommendations, reservations, transportation, activities, and other special requests.
Prioritize guest issues, resolve complaints, and ensure guest satisfaction.
Assist with luggage storage and other guest services.
Coordinate with housekeeping to ensure rooms are ready and available for arriving guests.
Troubleshoot minor maintenance and technology issues, including TV, Wi-Fi, and lock problems.
Share local insights and recommendations to enhance the guest experience.
Communicate with hotel management, housekeeping, and maintenance teams to provide optimal guest service.
Help ensure the property is well-maintained and welcoming.
Manage property cases and ensure work orders are completed.