Luxury Guest Experience Specialist

Southall; Franklin (TN); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision care

Paid time off

Weekly pay

401k

Education reimbursement

Employee assistance program

Free meals

Internal discounts

Growth opportunities

Job summary

Southall is seeking a Consider It Done Specialist to join our Operations team in Franklin, TN. The ideal candidate will be self-motivated, growth oriented, and eager to learn, delivering 5-star guest service.

You will handle reservations, guest requests, and inquiries via phone, chat, or email, coordinate with dining, spa and housekeeping, and ensure every stay reflects Southall's commitment to hospitality and local experience.

Qualifications

• 1+ years of customer service or sales experience in a luxury hotel or resort environment preferred
• Ability to effectively communicate with customers in a friendly and positive manner, in order to solicit business, meet client needs and resolve complaints
• Ability to listen, speak and write English to ascertain and respond to client needs
• Must be able to work evenings, weekends and holidays
• High School degree or equivalent

Responsibilities

• Answer phones promptly and direct calls from guests, vendors, team members, third parties and travel agents
• Provide quick, personalized and proactive service that exceeds guest expectations
• Monitor safety procedures and emergency protocols
• Go-to problem solver—handling requests and coordinating with internal departments to ensure seamless stays
• Communicate with guests via chat, email, or phone, using hotel systems to initiate service requests and ensure prompt follow-up
• Book reservations including accommodations, dining, transportation, spa and activities
• Review reservations to ensure proper flow of service
• Maintain knowledge of hotel policies, features, and emergency procedures as part of the selling process
• Ensure guest profiles and reservation details are complete
• Input orders in the POS system and communicate with kitchen and service teams
• Provide recommendations and directions for hotel services and local attractions
• Follow up to confirm guest satisfaction after requests or incidents
• Act as point of contact for guests, handling questions and concerns
• Promote promotional rates/packages
• Perform additional duties as assigned by Southall Leadership

Skills

Customer service

Communication

Conflict resolution

Teamwork

Multitasking

POS system

Reservation management system

Education

High School diploma

Tools

POS system

Reservation management system

Job description

Southall is seeking a Consider It Done Specialist to join our Operations team in Franklin, TN. The ideal candidate will be self-motivated, growth oriented, and eager to learn, delivering 5-star guest service.

You will handle reservations, guest requests, and inquiries via phone, chat, or email, coordinate with dining, spa and housekeeping, and ensure every stay reflects Southall's commitment to hospitality and local experience.