Guest Services Agent

Southall; Franklin (TN); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Competitive compensation package

Medical, dental, vision, short andlong

company-provided life insurance

Generous paid time off accruals

9 paid holidays annually

Weekly pay

401k and company match

Education reimbursement

Best-in-class Employee Assistance Plan

Free weekly outdoor activities and wel

30% internal discounts

Fresh and free daily meal

Bountiful internal growth opportuni

Job summary

Southall is a premier destination bringing nature, produce and people together in a powerful and unique way. The Guest Services Agent will greet and register guests and provide the highest level of service to provide an exceptional stay.

Responsibilities include greeting guests, inputting information into a computer system, completing registrations and night audits, handling payments, and assisting with guest inquiries to ensure satisfaction and smooth hotel operations.

Qualifications

• Greet guests warmly and register them efficiently.
• Meet and exceed service expectations at the front desk.
• Input and retrieve guest information in the computer system.
• Balance house bank and handle payments accurately.
• Present a positive and helpful demeanor during all interactions.

Responsibilities

• Greet customers with a friendly welcome.
• Input guest data and confirm details during check-in.
• Complete registration and night audit tasks.
• Code electronic keys and verify room rates.
• Handle cash, credit cards, vouchers and payments.
• Answer calls and relay messages to guests.

Skills

Guest greeting

Registration

English communication

Phone etiquette

Cash handling

Computer input

Problem solving

Calm under pressure

Education

High School diploma

Tools

Computer system

Credit card processing

Job description

Description

Southall is a premier destination bringing nature, produce and people together in a powerful and unique way.

The Guest Services Agent will greet and register guests and provide the highest level of service to provide an exceptional stay.

Responsibilities

• Greet customers immediately with a friendly and sincere welcome
• Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions
• Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate
• Complete Night Audit
• Make appropriate selection of rooms based on guest needs
• Code electronic keys
• Non-verbally confirm the room number and rate
• Requires continual standing and movement throughout front office area
• Verify and accurately imprint credit cards for authorization using electronic acceptance methods
• Handle cash, make change and balance an assigned house bank
• Accept and accurately record vouchers, traveler’s checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator
• Post charges to guest rooms and house accounts using the computer
• Promptly answer the telephone using positive and clear English communication
• Input messages into the computer
• Retrieve messages and communicate the content to the guest
• Retrieve mail, small packages and facsimiles for customers as requested
• Close guest accounts at time of check out and ascertain satisfaction
• In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues
• Field guest complaints, conducted through research to develop the most effective solutions and negotiate results
• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc
• Remain calm and alert especially during emergency situations and heavy hotel activity
• Plan and implement detailed steps by using experienced judgment and discretion
• Regular attendance in conformance with the standards, which may be established by Southall from time to time, is essential to the successful performance of this position
• Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment
• Due to the cyclical nature of the hospitality industry, employees may be required to work varied schedules to reflect the business needs of the hotel
• Summon front service/bell assistance to escort guests to their rooms as appropriate
• Operate facsimile machine to send, receive, and log incoming transmissions
• When possible, hand- deliver incoming faxes using the message function of the computer
• Use the photocopier to make copies and scans of items as required
• Provide instruction and/or guidance for guest and employee safety in fire or other emergency situations
• Maintain familiarity with all property functions and outlet operations to market property to guests in a positive manner
• Directs guest flow through hotel giving assistance and directions to restaurant and other guest / client facilities
• Listen and respond to guest inquiries using a positive, clear speaking voice
• Answer questions and offer assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.
• Other duties as assigned by the supervisor such as assisting PBX operators or reservations agents
• Perform additional duties and projects as assigned by Southall Leadership

Requirements

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts
• Ability to stand and move throughout front office and continuously perform essential job functions
• Ability to read, listen, and communicate effectively in English, both verbally and in writing
• Ability to access and accurately input information using a moderately complex computer system
• Hearing and visual ability to observe and detect signs of emergency situations
• Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities
• Individuals are required to meet the minimum bonding standards
• All employees must maintain a neat, clean, and well-groomed appearance (specific standards available)
• High School diploma preferred

Our Benefits

• Competitive compensation package
• Medical, dental, vision, short and long-term disability, company-provided life insurance
• Generous paid time off accruals
• 9 paid holidays annually
• Weekly pay
• 401k and company match
• Education reimbursement
• Best-in-class Employee Assistance Program
• Free weekly outdoor activities and wellness classes
• 30% internal discounts
• Fresh and free daily meal
• Bountiful internal growth opportunities

Our Team

Assembled intentionally with dynamic expertise, the Southall team is offered the unique opportunity to learn humbly with, and from, each other. We invest in a growth mindset and take it upon ourselves to strengthen our knowledge and grit daily. We honor the cycles of nature, get our hands dirty and taste the earth’s bounty in an effort to connect with the land.

We plan with purpose, seeing past the present day and seeking to consider the planet with each step. We embrace a blend of ancient techniques and modern technologies in our practice of sustainability. We celebrate ingenuity and resourcefulness and approach our roles through the eyes of an entrepreneur, looking beyond our respective corners to the big picture.

Acting with intention, we approach each day with gratitude for the opportunity to serve our guests and each other. A humble holder of our Michelin Key, our team strives to provide a level of luxury that feels effortless and sincere, infusing wellness at every turn. The Southall team cares for our visitors with the same caliber of kindness and respect as we care for the humans that work alongside us.

Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.