Guest Experience Concierge & Dispatch Specialist

The Westin Nashville; Nashville (TN); On-site; USD 21,000 - 29,000; Full time

Job summary

The Westin Nashville is seeking a Service Express Agent in Nashville, TN to serve as the central point of contact for guest requests and internal communications. You will handle incoming calls, dispatch requests to Housekeeping or Engineering, and ensure every guest interaction is seamless, professional, and warm.

You will also monitor inquiries, maintain PMS data accuracy, liaison between departments, resolve minor guest issues by phone, coordinate safety protocols, and support revenue through

Qualifications

• High school diploma or equivalent required.
• 1+ year in a customer service role preferred.
• Proficiency with Property Management Systems (PMS).

Responsibilities

• Rapid Response Orchestration: Monitor and respond to inquiries within 3 rings or 30 seconds.
• Data Accuracy & Entry: Maintain 100% accuracy entering guest information and orders into the PMS.
• Interdepartmental Liaison: Act as the primary bridge between guest and back-of-house teams.
• Guest Conflict Resolution: Resolve minor complaints over the phone with empowered decision-making.
• Safety & Security Coordination: Execute emergency communication protocols and manage hotel radios.
• Revenue Capture: Suggest appetizers, desserts, or beverage pairings during In-Room Dining orders.
• Quality Assurance Auditing: Conduct follow-up calls to verify completion quality.

Skills

PMS Proficiency

Phone System

Customer Service

Education

High school diploma or equivalent

Job description

The Westin Nashville is seeking a Service Express Agent in Nashville, TN to serve as the central point of contact for guest requests and internal communications. You will handle incoming calls, dispatch requests to Housekeeping or Engineering, and ensure every guest interaction is seamless, professional, and warm.

You will also monitor inquiries, maintain PMS data accuracy, liaison between departments, resolve minor guest issues by phone, coordinate safety protocols, and support revenue through