Guest Experience Express Agent

The Westin Nashville; Nashville (TN); On-site; USD 19,000 - 28,000; Full time

Job summary

The Westin Nashville is seeking a Service Express Agent who serves as the central contact for guest requests and internal communications. You will answer calls, process orders, and coordinate with Housekeeping and Engineering to ensure seamless, warm service.

You will handle rapid responses, maintain data accuracy in the PMS, and act as a bridge between guests and back-of-house teams, resolving issues with professional discretion.

Qualifications

• High school diploma or equivalent.
• 1+ year in a customer service role in hospitality or call center is preferred.
• Proficiency with Property Management Systems (PMS) and multi-line phone systems.
• Flexible shifts including weekends and holidays.

Responsibilities

• Respond to guest and internal inquiries within target response times.
• Enter guest information and orders with 100% accuracy in PMS.
• Serve as liaison between guests and back-of-house teams.
• Resolve minor guest complaints over the phone with empowered decisions.
• Coordinate safety and emergency communications with relevant leads.
• Suggest menu items to increase In-Room Dining revenue.
• Follow up on closed requests to verify completion and timing.

Skills

Active Listening

Multitasking

Education

High school diploma or equivalent

Tools

Property Management System (PMS)

Job description

The Westin Nashville is seeking a Service Express Agent who serves as the central contact for guest requests and internal communications. You will answer calls, process orders, and coordinate with Housekeeping and Engineering to ensure seamless, warm service.

You will handle rapid responses, maintain data accuracy in the PMS, and act as a bridge between guests and back-of-house teams, resolving issues with professional discretion.