3-11 Front Desk Agent / 11-7 Night Auditor

DeKalb Health; Pine Grove (TN); On-site; USD 18,000 - 26,000; Full time

Job summary

DeKalb Health in Pine Grove, TN seeks a Guest Services & Reservations Agent to deliver exceptional, personalized service at the front desk and in reservations. You will own guest interactions from arrival to departure, communicate clearly with staff, handle check-ins/outs, and promote resort amenities to enhance revenue.

The role requires basic computer skills, hospitality experience is preferred, and the ideal candidate is detail‑oriented, proactive, and capable of managing multiple tasks in a

Qualifications

• Basic computer knowledge required.
• Hospitality or reservations experience preferred.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Deliver outstanding guest service at front desk and reservations.
• Answer and direct phone calls professionally and promptly.
• Manage check-ins and check-outs with ownership of guest interactions.
• Address guest concerns proactively and follow through to completion.
• Coordinate with housekeeping for VIP arrivals and room readiness.
• Promote room upgrades, packages, and resort amenities to enhance guest experience.

Skills

Basic computer knowledge

Attention to detail

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.