Guest Services Agent

Northwood Hospitality LLC; Nashville (TN); On-site; USD 26,000 - 38,000; Full time

Benefits offered by this job

401k after 90 days

Medical/Dental/Vision after 60 days

Employee Assistance Program (EAP)

Flexible Spending Account (FSA)

Paid Time Off

Hilton Discounts Worldwide

Northwood Hospitality Discounts

Job summary

Northwood Hospitality LLC is seeking a front desk agent to warmly greet guests, manage check‑in/check‑out, and anticipate guest needs. You will handle inquiries and coordinate with other departments to ensure guests feel cared for and valued.

The role requires excellent communication, a professional demeanor, and the ability to resolve issues promptly, with hospitality or restaurant experience preferred and multilingual skills helpful.

Qualifications

• Must be at least 18 years old.
• Basic computer skills required.
• Strong reading, writing, and verbal communication.
• Ability to handle guest complaints calmly and professionally.
• Hospitality or restaurant experience preferred; language skills helpful.

Responsibilities

• Greet guests warmly and check guests in/out.
• Maintain a friendly, courteous demeanor at all times.
• Register guests and assign rooms, and handle payments.
• Respond to guest inquiries and resolve issues promptly.
• Coordinate with departments to meet guest needs.
• Promote hotel services and amenities to guests.

Skills

Interpersonal skills

Communication

Multilingual

Computer skills

Education

High school diploma or GED

Job description

Job Description

Job Summary

Often the first and last contact for our guests, the front desk agent is a critical link to guest satisfaction. Responsibilities include welcoming guests, processing registration and check‑out, anticipating guest needs and meeting or exceeding those needs, responding to and resolving guest inquiries and complaints, and coordinating with other departments to ensure guests feel well‑cared for and valued. This person should be very comfortable interacting with guests and potential clients in a highly professional manner.

Key Responsibilities

• Maintain a personal demeanor that is friendly, cheerful and courteous at all times.
• Greet guests by name.
• Ensure that all guests feel welcomed to the property.
• Register guests and assign rooms.
• Conduct check‑out processes.
• Ensure guest satisfaction by responding to guest inquiries with accurate information and a positive attitude.
• Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.
• Respond to phone calls, and retrieve guest mail, faxes and packages.
• Promote hotel amenities and services to guests using personal knowledge and effective selling techniques.
• Welcome and effectively resolve guest questions, issues and complaints with supervisor assistance as needed.
• Provide constant and consistent communication with other departments and supervisors/managers in order to ensure guest satisfaction.
• Attend team briefings.
• Handle cash, credit card, currency conversions and other financial transactions.
• Post charges such as room, food, liquor or telephone to ledger.
• Compute or adjust bill, collect payment, and make change for guests.
• Perform other duties as assigned.

Qualifications

Education

• High school diploma or GED

Skills and Experience (Essential)

• At least 18 years of age
• Basic computer skills
• Must be able to read, communicate effectively and have superb interpersonal skills
• Must be able to work well under pressure while retaining tact and composure when resolving guest complaints
• Work experience in the hospitality or restaurant industry preferred
• Communication in other languages is helpful

Benefits

• 401k after 90 days, fully vested, company match to 4%
• Medical/Dental/Vision—eligible after 60 days
• Employee Assistance Program (EAP)
• Flexible Spending Account (FSA)
• Awesome Paid Time Off policy
• Hilton Discounts Worldwide
• Northwood Hospitality Discounts

Source: Northwood Hospitality