Consider It Done

Southall; Franklin (TN); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision care

Paid time off

Weekly pay

401k

Education reimbursement

Employee assistance program

Free meals

Internal discounts

Growth opportunities

Job summary

Southall is seeking a Consider It Done Specialist to join our Operations team in Franklin, TN. The ideal candidate will be self-motivated, growth oriented, and eager to learn, delivering 5-star guest service.

You will handle reservations, guest requests, and inquiries via phone, chat, or email, coordinate with dining, spa and housekeeping, and ensure every stay reflects Southall's commitment to hospitality and local experience.

Qualifications

• 1+ years of customer service or sales experience in a luxury hotel or resort environment preferred
• Ability to effectively communicate with customers in a friendly and positive manner, in order to solicit business, meet client needs and resolve complaints
• Ability to listen, speak and write English to ascertain and respond to client needs
• Must be able to work evenings, weekends and holidays
• High School degree or equivalent

Responsibilities

• Answer phones promptly and direct calls from guests, vendors, team members, third parties and travel agents
• Provide quick, personalized and proactive service that exceeds guest expectations
• Monitor safety procedures and emergency protocols
• Go-to problem solver—handling requests and coordinating with internal departments to ensure seamless stays
• Communicate with guests via chat, email, or phone, using hotel systems to initiate service requests and ensure prompt follow-up
• Book reservations including accommodations, dining, transportation, spa and activities
• Review reservations to ensure proper flow of service
• Maintain knowledge of hotel policies, features, and emergency procedures as part of the selling process
• Ensure guest profiles and reservation details are complete
• Input orders in the POS system and communicate with kitchen and service teams
• Provide recommendations and directions for hotel services and local attractions
• Follow up to confirm guest satisfaction after requests or incidents
• Act as point of contact for guests, handling questions and concerns
• Promote promotional rates/packages
• Perform additional duties as assigned by Southall Leadership

Skills

Customer service

Communication

Conflict resolution

Teamwork

Multitasking

POS system

Reservation management system

Education

High School diploma

Tools

POS system

Reservation management system

Job description

Description

Southall is a premier destination bringing nature, produce and people together in a powerful and unique way.

The Consider It Done Specialist are a critical part of our Operations team. The ideal candidate will be self-motivated and consistent with an appetite for growth and a desire to learn.

Responsibilities

• Answer phones promptly, and directing incoming calls of prospective guests, in-house guests, vendors, team members, third parties and travel agents
• Responsible for providing quick, personalized and proactive service that exceeds guest expectations
• Aware of action to take when an emergency call is required; monitoring automated systems including fire alarms, telephone equipment, etc.; full awareness of health, safety, fire, and bomb-threat procedures
• Go-to problem solver - handling requests, resolving issues and coordinating with internal departments to ensure guests enjoy a seamless stay
• Communicate with guests via chat, email, or phone, providing our guests with a 5-star experience and utilizing hotel systems to initiate service requests and ensure prompt follow-up
• Book Reservations for guests that will include accommodations, dining, transportation, spa and activities while maintaining the Southall standards
• Monitor and review reservations prior to service to ensure proper flow of service utilizing reservation management system
• Maintain and clearly communicate appropriate, site-specific knowledge regarding all resort dining outlets, spa, activities, events and room accommodations as part of the selling process
• Ensure guest profiles and reservation details are complete
• Charge deposits, cancelling reservations, entering amenities as needed
• Identify VIP guests and maintain confidentiality for each guest
• Communicate guest needs to housekeeping, maintenance, front desk, In Room dining and other departments
• Follow up to confirm guest satisfaction after requests or incidents
• Provide recommendations, directions and assistance with hotel services and local attractions.
• Track and document request to ensure timely completion
• Answer In room Dining calls and take orders with accuracy, attention to detail and warm hospitality
• Confirm dietary restrictions, special requests and delivery times to ensure accuracy
• Input orders in the POS system and communicate with kitchen and service teams
• Ensure room service standards and timing guidelines are followed
• Maintain knowledge of hotel policies, features and emergency procedures
• Complete a thorough two-week training program and participate in monthly training sessions; being receptive to positive & constructive feedback designed to encourage growth and success
• Meet or exceed monthly team and individual goals
• Act as the point-of-contact for each guest, handling questions and concerns in a manner which promotes positive outcomes
• Be aware of any promotional rates / packages
• Perform additional duties and projects as assigned by Southall Leadership

Requirements

• 1+ years of customer service or sales experience in a luxury hotel or resort environment preferred
• Ability to effectively communicate with customers in a friendly and positive manner, in order to solicit business, meet client needs and resolve complaints
• Ability to listen, speak and write English to ascertain and respond to client needs
• Must be able to work evenings, weekends and holidays
• High School degree or equivalent

Our Benefits

• Competitive compensation package
• Medical, dental, vision, short and long-term disability, company-provided life insurance
• Generous paid time off accruals
• 9 paid holidays annually
• Weekly pay
• 401k and company match
• Education reimbursement
• Best-in-class Employee Assistance Program
• Free weekly outdoor activities and wellness classes
• 30% internal discounts
• Fresh and free daily meal
• Bountiful internal growth opportunities

Our Team

Assembled intentionally with dynamic expertise, the Southall team is offered the unique opportunity to learn humbly with, and from, each other. We invest in a growth mindset and take it upon ourselves to strengthen our knowledge and grit daily. We honor the cycles of nature, get our hands dirty and taste the earth's bounty in an effort to connect with the land.

We plan with purpose, seeing past the present day and seeking to consider the planet with each step. We embrace a blend of ancient techniques and modern technologies in our practice of sustainability. We celebrate ingenuity and resourcefulness and approach our roles through the eyes of an entrepreneur, looking beyond our respective corners to the big picture.

Acting with intention, we approach each day with gratitude for the opportunity to serve our guests and each other. A humble holder of our Michelin Key, our team strives to provide a level of luxury that feels effortless and sincere, infusing wellness at every turn. The Southall team cares for our visitors with the same caliber of kindness and respect as we care for the humans that work alongside us.

Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.