2nd shift Front Desk/Reservations Agent

DeKalb Health; Pine Grove (TN); On-site; USD 19,000 - 25,000; Full time

Job summary

DeKalb Health in Pine Grove, TN is seeking a Guest Services & Reservations Agent to deliver personalized front desk and reservation support. You will be the first point of contact for guests, ensuring a seamless experience from arrival to departure, with meticulous attention to detail and proactive communication.

Responsibilities include handling phone inquiries, managing reservations, check-ins and check-outs, coordinating with housekeeping for VIP arrivals, promoting services, and maintaining

Qualifications

• Basic computer knowledge is required.
• Experience in hospitality or reservations is preferred.

Responsibilities

• Deliver outstanding guest service by creating a welcoming, attentive, and solution-oriented environment for all guests.
• Answer and direct phone calls promptly and professionally, ensuring all inquiries are handled with care and efficiency.
• Accurately manage reservations, check-ins, and check-outs, maintaining complete ownership of each guest interaction.
• Take accountability for guest satisfaction by proactively addressing concerns, resolving issues, and following through to completion.
• Communicate effectively with supervisors regarding group status, guest needs, and operational updates.
• Coordinate closely with housekeeping to prioritize VIP arrivals and ensure rooms are ready to standard.
• Promote room upgrades, packages, and resort amenities that enhance the guest experience and maximize revenue opportunities.
• Maintain clear and detailed shift communication, including group updates, sales strategies, and pending guest follow-ups.
• Conduct courtesy calls to ensure guest satisfaction and identify opportunities to enhance the stay experience.
• Proactively anticipate guest needs and take thoughtful initiative to deliver attentive, personalized assistance.
• Handle administrative tasks including guest accounts, billing, wake-up calls, and special requests with precision and care.
• Maintain a clean, organized, and fully stocked front desk and work area.
• Ensure accurate cash handling procedures, including balancing drawers, verifying deposits, and closing shifts responsibly.
• Communicate and document early/late arrivals, departures, stayovers, and special requirements clearly.
• Uphold strict key control procedures to ensure guest safety and security.
• Report maintenance concerns and work orders promptly and follow up to ensure timely completion and guest satisfaction.
• Support fellow team members and collaborate across departments to ensure daily operational goals are achieved and service standards are maintained.
• Complete all shift checklists thoroughly and take ownership of assigned responsibilities
• Demonstrate a willingness to mentor and train new associates while fostering a positive and team-oriented work environment.
• Perform additional duties and responsibilities as assigned by the Supervisor or General Manager.

Skills

Basic computer knowledge

Job description

• Base Pay $16.00 / Hour
• Job Category Front Desk
• Employee Type Non-Exempt > 30 Hours

JOB OVERVIEW

The Guest Services & Reservations Agent is responsible for delivering exceptional, personalized service to every guest while managing front desk and reservation functions with accuracy and accountability. This role serves as a key point of contact for guests, ensuring a seamless experience from arrival to departure. Success in this position requires strong attention to detail, proactive communication, and full ownership of guest satisfaction and operational responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Deliver outstanding guest service by creating a welcoming, attentive, and solution-oriented environment for all guests
• Answer and direct phone calls promptly and professionally, ensuring all inquiries are handled with care and efficiency
• Accurately manage reservations, check-ins, and check-outs, maintaining complete ownership of each guest interaction
• Take accountability for guest satisfaction by proactively addressing concerns, resolving issues, and following through to completion
• Communicate effectively with supervisors regarding group status, guest needs, and operational updates
• Coordinate closely with housekeeping to prioritize VIP arrivals and ensure rooms are ready to standard
• Promote room upgrades, packages, and resort amenities that enhance the guest experience and maximize revenue opportunities.
• Maintain clear and detailed shift communication, including group updates, sales strategies, and pending guest follow-ups
• Conduct courtesy calls to ensure guest satisfaction and identify opportunities to enhance the stay experience
• Proactively anticipate guest needs and take thoughtful initiative to deliver attentive, personalized assistance.
• Handle administrative tasks including guest accounts, billing, wake-up calls, and special requests with precision and care
• Maintain a clean, organized, and fully stocked front desk and work area
• Ensure accurate cash handling procedures, including balancing drawers, verifying deposits, and closing shifts responsibly
• Communicate and document early/late arrivals, departures, stayovers, and special requirements clearly
• Uphold strict key control procedures to ensure guest safety and security
• Report maintenance concerns and work orders promptly and follow up to ensure timely completion and guest satisfaction.
• Support fellow team members and collaborate across departments to ensure daily operational goals are achieved and service standards are maintained.
• Complete all shift checklists thoroughly and take ownership of assigned responsibilities
• Demonstrate a willingness to mentor and train new associates while fostering a positive and team-oriented work environment.
• Perform additional duties and responsibilities as assigned by the Supervisor or General Manager.

EXPERIENCE

• Basic computer knowledge
• Previous hospitality, reservations, customer service, or hotel experience preferred.
• Experience providing exceptional guest service in a fast-paced environment is highly desirable.