Luxury Hotel PBX & Guest Services Agent

Northwood Hospitality LLC; Nashville (TN); On-site; USD 29,000 - 42,000; Full time

Benefits offered by this job

401k matching after 90 days

Medical insurance (3 plan options)

Dental

Vision

EAP

FSA

Paid Time Off

Hilton Honors Team Member Discounts

Northwood Hospitality Discounts

Job summary

Northwood Hospitality LLC seeks a PBX associate at Conrad Nashville to provide courteous, accurate telephone connections and promote hotel services. You will use OnQ and related systems to ensure efficient guest experiences, while maintaining Forbes Service standards and supporting the Front Office Department.

The role requires calm professionalism, strong communication, and the ability to multitask during peak periods, with flexible scheduling including evenings, weekends, and holidays in a

Qualifications

• Minimum of two (2) years of experience in customer service over the phone required.
• Proven interpersonal skills with a track record of positive service interactions.
• Luxury hotel experience preferred.
• Knowledge of POS, Agilysys, KIPSU, Quore, and Hilton OnQ systems preferred.
• Basic math skills required for daily operational tasks.
• Proficiency in Microsoft Word and Excel required.
• Flexible schedule is necessary including days, nights, weekends, and holidays.
• Position requires regular, reliable attendance.

Responsibilities

• Welcomes and offers guest service to exceed guest expectations at all times, following OnQ steps.
• Demonstrates Conrad Nashville product knowledge including hotel layouts and guestroom views.
• Knowledgeable of in-room dining menu selections, promotes upselling and beverage sales.
• Offer guest suggestions for local entertainment in Nashville.
• Promotes Hilton Honors and ensures enrollments are achieved.
• Maintain SOP standards and assist in department culture creation and execution.
• Assist in handling guest concerns with empathy and proactive problem solving.
• Communicate effectively during emergencies and coordinate with relevant services.

Skills

Customer service

Phone communication

Multitasking

Conflict resolution

MS Word/Excel

Tools

Agilysys

KIPSU

Quore

Hilton OnQ

POS Systems

Job description

Northwood Hospitality LLC seeks a PBX associate at Conrad Nashville to provide courteous, accurate telephone connections and promote hotel services. You will use OnQ and related systems to ensure efficient guest experiences, while maintaining Forbes Service standards and supporting the Front Office Department.

The role requires calm professionalism, strong communication, and the ability to multitask during peak periods, with flexible scheduling including evenings, weekends, and holidays in a