Southall Experience Specialist (Reservations & Guest Services)

Southall; Franklin (TN); Hybrid; USD 32,000 - 45,000; Full time

Benefits offered by this job

Competitive compensation package

Medical, dental, vision coverage

Paid time off (PTO)

9 holidays annually

Weekly pay

401k with company match

Education reimbursement

Employee assistance program

Free weekly outdoor activities

Internal staff discounts

Daily complimentary meals

Job summary

Southall Farm and Inn is seeking an enthusiastic Experience Specialist to help guests enjoy every moment of their stay. You will anticipate needs, offer personalized recommendations, and coordinate accommodations, dining, spa, and activities with a five-star mindset.

This entry-level role provides hands-on training, professional development, and exposure to luxury resort operations. You will work in a collaborative team, handle reservations and guest communications, and contribute to a

Qualifications

• 1+ years of customer service in a luxury hotel or resort setting.
• Able to communicate with guests in a friendly, positive manner and resolve issues.
• Willing to work evenings, weekends and holidays.

Responsibilities

• Answer phones, direct calls from guests, vendors, and travel agents.
• Coordinate accommodations, dining, spa, and activities for guests.
• Provide 5-star service via chat, email, or phone and initiate service requests.
• Monitor reservations and ensure smooth service flow through the management system.
• Maintain up-to-date knowledge of resort dining, spa, activities, events, and rooms.
• Identify VIP guests and protect guest confidentiality while delivering courteous service.

Skills

Customer service

Communication

English proficiency

Hospitality experience

Education

High School diploma

Job description

Description

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

As a Southall Experience Specialist, you will play an integral role in creating exceptional guest experiences before arrival. You'll anticipate guest needs, provide personalized recommendations, and coordinate accommodations, dining, spa, activities, and other resort experiences. Through thoughtful service, attention to detail, and meaningful guest interactions, you'll help ensure every guest arrives feeling welcomed, informed, and excited for their stay. The ideal candidate is self-motivated and passionate about delivering exceptional guest experiences. This entry-level role is ideal for someone looking to begin or grow their career in hospitality through hands‑on training, professional development, and exposure to luxury resort operations.

Responsibilities:

• Answering phones promptly, and directing incoming calls of prospective guests, in‑house guests, vendors, team members, third parties and travel agents.
• Understanding what action to take when an emergency call is required; monitoring automated systems including fire alarms, telephone equipment, etc.; full awareness of health, safety, fire, and bomb‑threat procedures.
• Communicating with guests via chat, email, or phone, providing our guests with a 5‑star experience and utilizing hotel systems to initiate service requests and ensure prompt follow‑up.
• Booking Reservations for guests that will include accommodations, dining, transportation, spa and activities while maintaining the Southall standards.
• Monitor and review reservations prior to service to ensure proper flow of service utilizing reservation management system.
• Maintain and clearly communicate appropriate, site‑specific knowledge regarding all resort dining outlets, spa, activities, events and room accommodations as part of the selling process. Daily tasks include, but are not limited to:
• Ensuring guest profiles and reservation details are complete.
• Charging deposits, cancelling reservations, entering amenities as needed.
• Identifying VIP guests and maintaining confidentiality for each guest.
• Promoting positive guest relations by providing prompt, courteous, and efficient service
• Complete a thorough two‑week training program and participate in monthly training sessions; being receptive to positive & constructive feedback designed to encourage growth and success.

Requirements

• 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

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.