Guest Service Agent [YR]

Herschend Family Entertainment Corporation; Nashville (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

Herschend Family Entertainment Corporation is seeking a Guest Service Agent for Dolly Parton’s SongTeller Hotel in Nashville to deliver a warm, genuine welcome and coordinate guest experiences from arrival to farewell.

The role requires passion for elevated service, strong hospitality instincts, and the ability to work evenings, weekends, and holidays in a luxury setting. You will collaborate across departments to ensure memorable stays.

Qualifications

• Upscale, luxury hotel experience preferred.
• Proven track record in hospitality operations.
• Passion for delivering elevated guest experiences.
• Knowledge of Nashville culture is a plus.
• Professional appearance aligned with luxury standards.
• Team-oriented with cross-department support.
• Integrity and discretion with sensitive information.
• Love for storytelling and guest connection.
• Think creatively about hospitality trends and analysis.
• Strong organizational and multitasking skills.
• Problem solving, teamwork, communication, and organization.
• Proficient Microsoft Office and POS knowledge.
• Fluency in hospitality trends and competitor analysis.
• Ability to work evenings, weekends, holidays.

Responsibilities

• Deliver warm, genuine welcome reflecting Southern hospitality.
• Receive guests and coordinate reservations for outlets.
• Manage check-in/check-out with personalized service.
• Ensure interactions adhere to brand standards and are timely.
• Coordinate with Housekeeping and Engineering for room readiness.
• Anticipate guest needs and provide proactive service.
• Serve as local expert on Nashville and hotel experiences.
• Handle guest requests with grace and swift resolution.
• Respond to concerns with timely, empathetic service recovery.
• Review daily arrival/departure/VIP reports for planning.
• Process payments, reservations, and profiles in PMS.
• Uphold luxury service standards and brand voice.
• Protect guest privacy and safety.
• Manage high-volume periods with poise.
• Support events and VIP arrivals reflecting brand spirit.
• Maintain clean, inviting front desk and lobby.
• Upsell confidently with knowledge of rooms and packages.
• Collaborate with departments for seamless experiences.
• Maintain professional posture and uniform.
• Represent the hotel at events; embody warmth.
• Utilize Opera, Opera Cloud, MS Office, HotSOS and other systems.
• Act as culture carrier with kindness, authenticity, inclusivity.

Skills

Guest service

Hospitality

Communication

Problem solving

Team collaboration

Flexibility

Multitasking

Tools

Opera

Opera Cloud

Microsoft Office

HotSOS

POS Systems

Job description

Herschend isseekingawelcoming and engaging GuestServiceAgent tohelp build a unique guest experienceforour newest hospitality venture, Dolly Parton’sSongTeller Hotel, locatedin the heart of Downtown Nashville.The ideal candidateleads withheart for hospitality andhasan exceptional talent for orchestratingseamlessguest experiences.Withequalpartsintegrity, creativity and operationalexpertise, thisteam memberwillensureSongTellerdeliversservicethat’sas genuine and memorable as Dollyherself.

Inspired by Dolly Parton's epic career and trailblazing spirit, SongTellerHotel in Nashville is as unique as the global icon herself. Dolly welcomes guests to a place where they can Love Every Moment; it is a place to unplug, to connect with loved ones and to be entertained.

TheGuest ServiceAgentpositionoffers anextraordinary opportunitytopropelthearrivalexperienceexcellenceand hospitality identityfor Dolly Parton’sSongTellerHotel featuring245rooms,twoF&BEntertainmentvenues, amarket,andDolly Parton’s Museum.Personalizingallaspects ofthehotelswelcomemoment, ensuring every touchpointfrom arrival to farewell, reflects theseamless, authentic, andmemorableexperienceguests expect ofSongTellerHotel.This role will be highly rewarding for avisionary, hands-onand guest-focusedHostwith ademonstrated history of building strongrelationshipsandoperatingwith excellencewhiledrivingtimeless and unforgettable guest experiences.

SongTellerHotel Nashville is more than just a place to rest yourhead,it'sa hub of music, style, and hospitality designed the Dolly-way. Sprinkled with glamour, artistic surprises and a sense of humor -it'san experience as unforgettable as the entertainer herself. SongTeller Hotel celebrates the people, talent and setting of the destination, weaving the local music and culinary scenes together. So come experience the unique charm, and hospitality that could only be created by the iconichostessherself!

SUMMARY OF ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Deliver a warm, genuine, and memorable welcome to every guest, embodying Southern hospitality with a touch of Dolly-inspired charm, humility, and personality.
• Receiveall guestswho enter the hotel and coordinate reservationsfor all outletswhen necessary.
• Manage check-in and check-out processes efficiently while creating a personalized, story-worthy guest experience.
• Ensure that all guest interactions, including check-in, check-out, and service requests, are executedin a timely manner,with professionalism andin accordance withbrand standards.
• Coordinate closely with Housekeeping and Engineering to ensure room readiness and maintenance issues are addressed promptly.
• Anticipate guest needs and provide proactive, thoughtful service that exceeds expectations
• Serve as a local expert and storyteller, sharing recommendations on Nashville, music, culture, and unique hotel experiences
• Handle guest requests, concerns, and special accommodations with grace, empathy, and swift resolution
• Respond to guest concerns or complaints ina timelyand empathetic manner, ensuring service recovery steps are followed.
• Review daily arrival, departure, and VIP reports to ensure proper planning and execution of personalized service.
• Accurately process payments, reservations, and guest profiles using the property management system.
• Uphold luxury service standards and brand voice, ensuring every interaction feels personal—not transactional.
• Protect guest privacy and ensure safety, security, and confidentialityat all times
• Manage high-volume periods with poise, efficiency, and positivity
• Supportspecial events, VIP arrivals, and curated guest moments that reflect the spirit of music, creativity, and connection.
• Maintain a clean, organized, and visually inviting front desk and lobby presence
• Maintain a polished understanding of room types, rates, packages, and amenities to confidently upsell and enhance stays.
• Coordinate closely with housekeeping, engineering, and other departments to ensure seamless guest experiences.
• Maintain highstandards at all times while on property and allguestfacing space in the hotel.Includingprofessional posture, full uniform,welcoming demeanor, nopersonal devices atanytime,food/beverage,and any other items as directed by senior leadership.
• Collaborate withall hotel team members to ensureabove and beyondservice in all areas.
• Abilityto controldifficult situationswhilemaintainingaHEARTSPITALITY approach.
• Represent Dolly Parton’sSongTellerHotel professionally in industry and community events, embodying the brand’s warmth, creativity, and hospitality ethos.
• Utilize operational systemssuch asOpera, Opera Cloud*,Microsoft Office,HotSoSand other hotel systems tooptimizeperformance, andmaintainoperational transparency.
• Represent the hotel as a culture carrier, reflecting values of kindness, authenticity, inclusivity, and joy.

This job description is not an “all-inclusive’ list of the duties and responsibilities of this position or of the skills and abilitiesrequiredto perform this position.

QUALIFICATIONS

• Previoushotelexperiencepreferredin upscale, lifestyle or luxury hotelsetting.
• Workbackgroundreflectsa successfultrack recordof accomplishment and growth in hospitalityoperationswith proven experience leadingmulti-departmental hotel operations
• Passion for delivering elevated guest experiences and attention to detail
• Knowledge of Nashville’s culture, dining, and entertainment scene is a plus
• Professional appearance and demeanor aligned with luxury boutique standards
• Team-oriented mindset with a willingness to support colleagues across departments
• High levelof integrity and ability to handle sensitive information confidentially
• A genuine appreciation for music, storytelling, and creating meaningful guest connections
• The abilitytothink outside the boxusing a fresh and innovative approach in all aspects of the positionand fluency in hospitality trendsandcompetitor analysis.
• Strong organizational and multitasking skills with keen attention to detail
• Provenproblem solvingskills, team building,communicationand organizational skills.
• Proficientknowledge ofMicrosoft Office,andPOS Systemsto includeinventory management.
• A love for storytellingthrough the guest experience
• Strong communicationand interpersonal skills
• Capable of handling stressful situations calmly and efficiently whilemaintainingservice standards.
• Flexibility to work evenings, weekends, and holidays as needed

ABOUT DOLLY PARTON'S SONGTELLER HOTEL & HERSCHEND

Dolly Parton’sSongTellerHotel is thenewest hospitality ventureofHerschend.Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with 49 leading attractions and immersive experiences that reach audiences worldwide.

While each brand offers something unique,all are unitedbya shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating® . Our passionate hosts make this purpose possible through everyday acts of love and service—what we callHeartspitality®—the intersection of heart and hospitality.

As anequal-opportunityemployer, we strive to provide environments where every host, guest, and partnerfeelwelcome, valued, and loved. Wefirmly believethat words and actions matter, which is why all individuals areto be treatedequally and with respect.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.