Guest Experience - Front Desk Representative

PROVIDENCE HOSPITALITY LLC; Mount Juliet (TN); On-site; USD 26,000 - 32,000; Full time

Job summary

PROVIDENCE HOSPITALITY LLC in Mount Juliet, TN is seeking hospitality-focused staff to provide superior guest service across day and evening shifts (7AM-3PM and 3PM-11PM). The role emphasizes anticipatory service and a positive arrival experience, with flexible team members who support hotel operations.

Responsibilities include greeting and registering guests, identifying guest needs, taking reservations, and inputting data into the hotel management system.

Qualifications

• High School diploma or equivalent preferred.
• Hospitality or customer service experience preferred.
• Shows ability to learn company guest-service guidelines
• Basic computer skills preferred.
• Valid driver's license with acceptable driving history

Responsibilities

• Greets and registers guests and collects required information.
• Identifies guest needs and explains hotel services.
• Handles reservations by phone and updates the hotel system.
• Responds promptly to guest requests and concerns.
• Maintains logs and documentation.

Skills

Customer Service

Team Work

Problem Solving

Adaptability

Organizational

Quality

Initiative

Dependability

Safety & Security

Education

High School Diploma

Tools

Hotel Management System

Job description

General Summary

Responsible for providingsuperior service to all guests in accordance with the rules regulations,policies and procedures set forth by the company and brand. We are seeking a hospitality enthusiast seeking a role that makes a difference for our guests, by anticipating their needs and providing an overall satisfactory arrival experience. The hotel offers day and evening positions from 7AM-3PM, and or 3P-11PM. With work life balance in mind, we are looking for team members who can be flexible to achieve their goals and the hotels.

Principal Responsibilities

• Professionallygreets, registers, obtain pertinent information and establishes credit prior toassigning rooms to guests.
• Identifies theneeds of each guest and provides relevant information regarding the hotelservices and amenities. Responds to allguest requests in a timely manner.
• Takesreservations from incoming callers while providing superior service and inputsall information into the hotel management system. Updates and cancels reservations in thesystem as requested by the guest.

Job Duties

• Problem Solving-Identifies and resolves problems in a timely manner. Develops alternative solutions, uses reasonat all times.
• Customer Service– Manages difficult or emotional customer situations. Responds promptly to customer needs, requestsfor service and assistance. Drives hotelshuttle to pick up and drop off guests at approved locations as needed. Delivers requested items to guests as neededincluding incoming faxes, mail, valet laundry, etc.
• Team Work –Contributes to building a positive team spirit.Treats others with respect and consideration regardless of their statusor position. Communicates with thehousekeeping department about room status and availability.
• OrganizationalSupport – Follows policies and procedures.
• Quality - Looksfor ways to improve and promote quality while demonstrating accuracy andthoroughness. Applies feedback toimprove performance. Monitors own workto ensure quality.
• Quantity – Meetsproductivity standards, completes work in a timely manner, prioritizes andplans work activities and uses time efficiently.
• Adaptability –Able to deal with frequent change, delays or unexpected events, changingapproach or method to best fit a situation.
• Compliance –Responsible for cash drawer content and transactions during the shifts. Ensures accuracy or daily deposits. Maintains accurate records including cashlog, registration cards, reservation cards, wake-up call sheets, shuttle logs,property walks and all other logs as required.
• Safety andSecurity – Observes safety and security procedures; reports potentially unsafeconditions; Uses equipment and materials properly. Maintains confidentiality. Maintain a current room status report in caseof emergency.
• Initiative - Asksfor and offers help when needed.
• Dependability –Follows instructions, responds to management direction; completes tasks on timeor notifies appropriate person with an alternate plan. Is consistently at work and on time.

Qualifications

High School diploma orequivalent is preferred. Hospitalityand/or customer service experience is preferred. Ability to develop an understanding ofconcepts, practices, pre-established guidelines and procedures used by thecompany in relation to guest service is necessary. Computer skills preferred. Must have valid drivers license, andacceptable driving history subject to company approval.

Physical Demands

The physical demandsdescribed here are representative of those that must be met by an employee tosuccessfully perform the essential functions of this job. Reasonable accommodations may be made toenable individuals with disabilities to perform the essential functions. While performing the duties of this job, theemployee is regularly required to stand, walk, sit, use hands to finger, handleor feel, reach with hands and arms, climb or balance, and talk or hear. The employee is frequently required to stoop,kneel, crouch or crawl and taste or smell.The employee must regularly lift and or move up to 25lbs, occasionallylift or move up to 50lbs. Specificvision abilities required by this job include peripheral vision and depthperception.

Disclaimer:

The above is intended to describe the general contentsof, and requirements for, the performance of this job. It is not to be construed as an exhaustivestatement of duties, responsibilities or requirements