Guest Service Representative

COP Hermitage LLC; Nashville (TN); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Room provided on site

Job summary

COP Hermitage LLC in Nashville seeks a Guest Service Rep to ensure exceptional hospitality during a guest’s stay. The role handles check-in/check-out, concierge services, and coordination with housekeeping and maintenance to maintain a welcoming environment. On-site housing is provided for this position.

The rep serves as an after-hours emergency contact and manages guest needs with professionalism, aiming to deliver a comfortable, secure and memorable stay for all guests.

Qualifications

• High school diploma or GED required or 6+ months in customer service.
• Excellent verbal and written communication skills.
• Knowledge of Microsoft Office and hospitality guest management systems.
• Ability to multitask and maintain organization in a busy environment.
• Commitment to delivering exceptional guest service.

Responsibilities

• Respond to guest needs and concerns professionally, including after office hours.
• Notify GM immediately of safety or urgent questions/concerns.
• Follow safety and security procedures.
• Establish good relationships with guests and provide concierge services.
• Ensure warm, welcoming check-in and departure experiences.
• Coordinate services with housekeeping, maintenance, sales and operations.
• Handle cash securely and manage confidential information.
• Assist guests with minor maintenance issues.
• Follow on-call schedule from 9pm to 9am.
• Perform other tasks as assigned by supervisor.

Skills

Microsoft Office

Guest management systems

Verbal communications

Written communications

Organizational skills

Multitasking

Customer service

Problem solving

Self-supervision

Education

High school diploma or GED

6+ months customer service experience

Tools

Microsoft Office

Hospitality management system

Job description

The Guest Service Rep ensures that all guests receive the highest service level of hospitality during their stay. The Guest Service Rep is responsible for maintaining good personal and working relationships with internal and external clients. He or she helps maintain a comfortable and quiet atmosphere for our guests. This position serves as the property's emergency contact after office hours and assists guests as needed. Living on site is a requirement of this position, therefore a room is provided on site.

ESSENTIAL FUNCTIONS:

Respond to guest needs and/or concerns in a professional and courteous manner, both in person and on the phone after office hours.

Call GM immediately regarding any safety, security issues or with urgent questions/concerns.

Responsible to utilize and follow all Safety and Security procedures.

Establish good communication and professional relationships with property guests.

Ensure an excellent first impression for all guests and potential guests.

Offer assistance to guests and provide concierge service regarding hotel and the community.

Ensure guests' check-in and departure experience is warm and welcoming.

Work with the team to coordinate and provide services in housekeeping, maintenance, sales and operations.

Assist in processing laundry.

Responsible for secure cash handling and processing procedures.

Manage confidential information for the company and guests.

Responsible for proper administration for key control.

Routinely conduct property/security walks.

Ensure that all storage and employee areas are secured nightly.

Follow company procedures by verifying ID and provide access to rooms for guests who become locked out.

Assist guests with minor maintenance issues.

Perform other tasks as assigned by supervisor.

Take responsibility for insuring that property is always clean and free of any trash and debris

Follow on call schedule 9pm to 9am

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of Microsoft Office products.

Knowledge of hospitality guest management systems

Excellent verbal and written communications skills.

Good organizational skills, detail oriented.

Comfortable working in an environment that requires multitasking.

Focused on providing exceptional customer service.

Able to problem solve and resolve issues effectively and efficiently.

Ability to read, understand, interpret information found in a variety of internal hotel information.

Ability to self-supervise and work with limited supervision.

PREFERRED EDUCATION/EXPERIENCE

High school diploma or GED; or 6+ months working in customer service

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.