Front Desk Agent - PM/Overnight

Job Description

Job Description

SUMMARY

At Margaritaville Hotel Nashville, the Front Desk Agent is often the first friendly face our guests see and the last one they see before heading home. You help set the tone for their entire stay by creating a welcoming, fun, and stress-free experience from check-in to check-out.

This position is a great fit for someone who enjoys both guest service and variety. Depending on the scheduled shift, you'll handle reservations, check-ins and check-outs, guest requests, payments, and questions, while also helping keep the hotel running smoothly during the evening and overnight hours.

For overnight shifts, you'll take on additional Night Audit responsibilities, including balancing the hotel's daily financial activity, reviewing guest accounts and transactions, completing nightly reports, and preparing the hotel for a smooth start the following day.

If you enjoy meeting new people, solving problems, staying organized, working independently, and bringing positive energy to every interaction, we'd love to have you on the team.

WELCOME OUR GUESTS

• Greet every guest with a warm, friendly, and welcoming attitude.
• Check guests in and out efficiently while making sure they have everything they need for a great stay.
• Process reservations, room changes, cancellations, and other guest requests.
• Create and distribute room keys while following hotel security procedures.
• Answer questions about the hotel, amenities, services, and the Nashville area.
• Help guests with directions, recommendations, and information to make the most of their time in Music City.
• Respond to guest concerns professionally and work to find a solution whenever possible.
• Answer incoming telephone calls and direct requests or messages as needed.
• Process payments, secure payment information, and handle cash transactions according to hotel procedures.
• Review and update guest accounts, post charges, and assist with billing questions or corrections.

KEEP THINGS RUNNING SMOOTHLY

• Communicate with housekeeping, maintenance, food and beverage, security, and other departments to help fulfill guest needs.
• Read and update the front desk log to ensure important information is communicated between shifts.
• Complete required reports, checklists, and other daily front desk responsibilities.
• Maintain a clean, organized, and welcoming front desk and work area.
• Stay alert to anything unusual and promptly report safety, security, maintenance, or guest concerns.
• Assist with retail services and guest purchases when needed, including answering questions and helping guests find the right items.
• Work independently when appropriate while knowing when to communicate with a manager or another department.
• Help ensure a smooth transition between shifts by communicating important guest, operational, and financial information.

NIGHT AUDIT & OVERNIGHT RESPONSIBILITIES

• For scheduled overnight shifts, additional responsibilities include:
• Complete the nightly audit and balance the hotel's daily revenue and transactions.
• Review guest folios, room charges, payments, adjustments, and other transactions for accuracy.
• Ensure applicable front desk, food and beverage, retail, and other outlet transactions are properly balanced and closed.
• Post room and tax charges to guest accounts.
• Research and resolve out-of-balance situations and reporting discrepancies.
• Review adjustments and identify or report potential control concerns to management.
• Prepare required nightly reports and supporting documentation.
• Take initiative to identify recurring issues and help prevent them from happening again.
• Handle overnight guest needs while maintaining a professional, welcoming presence at the front desk.
• Monitor the hotel during overnight hours and promptly report safety, security, maintenance, or other concerns.
• Prepare the front desk and necessary information for a smooth transition to the morning team.

BE A PART OF THE MARGARITAVILLE EXPERIENCE

• Bring a positive, approachable attitude to every shift.
• Help create the relaxed, welcoming, and fun atmosphere Margaritaville is known for.
• Look for opportunities to go the extra mile and turn an ordinary guest interaction into a memorable one.
• Be knowledgeable about what the hotel has to offer so you can confidently share information with guests.
• Build your earning potential through additional upselling opportunities, with qualifying incentives paid monthly.
• Assist with retail services and guest purchases when needed, including answering questions and helping guests find the right items.
• Work as part of the team and jump in to help wherever needed.

QUALIFICATIONS

• Previous hotel, front desk, night audit, hospitality, customer service, accounting, or cash-handling experience is preferred.
• High school diploma or GED preferred.
• Comfortable handling cash, payments, basic math, and financial transactions.
• Strong attention to detail and the ability to identify and resolve discrepancies.
• Strong communication and customer service skills.
• Comfortable using computers and learning hotel property management systems and other technology.
• Ability to work independently and make sound decisions, particularly during overnight hours.
• Ability to read, write, and speak English fluently.
• Friendly, professional, and comfortable interacting with a wide variety of guests and team members.
• Able to stay calm, organized, and helpful in a fast-paced environment.
• Dependable, punctual, and able to work scheduled shifts, including evenings, overnights, weekends, and holidays as needed.
• Willingness to learn, cross-train, and take on new responsibilities.
• Ability to safely perform the essential functions of the position.

PERFORMANCE STANDARDS

GUEST EXPERIENCE: You make guests feel welcome from the moment they arrive. You listen, communicate clearly, and handle questions or concerns with professionalism, patience, and a positive attitude.

RELIABILITY & TEAMWORK: You show up ready to work, follow through on responsibilities, communicate with your team, and help wherever needed.

ATTENTION TO DETAIL: You take pride in getting the details right, whether you're processing a guest transaction, updating a reservation, balancing financial activity, or completing nightly reports.

GROWTH & FLEXIBILITY: You're open to learning new skills, cross-training, and taking on new challenges. You ask questions when needed and look for ways to improve.

SAFETY & SECURITY: You stay aware of your surroundings and follow all hotel safety, security, and emergency procedures. You promptly report unsafe conditions, suspicious activity, security concerns, or anything that could affect our guests or team members.

ESSENTIAL FUNCTIONS

• Welcome, acknowledge, and assist guests in a friendly and professional manner.
• Check guests in and out following hotel procedures.
• Process reservations, room changes, cancellations, and guest requests.
• Answer telephones and respond to guest questions, requests, and messages.
• Process payments and handle cash transactions accurately.
• Update guest information and post charges in hotel computer systems.
• Review and assist with guest billing questions or discrepancies.
• Communicate with other hotel departments to fulfill guest needs.
• Maintain guest room keys and other sensitive materials in accordance with hotel security procedures.
• Read, update, and communicate important information through the front desk log and shift handoff.
• Complete required checklists, reports, and assigned duties within established timelines.
• Assist with retail transactions, merchandise questions, and stocking as needed.
• Maintain a neat, organized, and welcoming front desk and work area.
• For scheduled overnight shifts, perform nightly audit procedures and balance the hotel's daily financial activity.
• Review and verify guest charges, payments, adjustments, and account balances during the nightly audit.
• Ensure applicable hotel outlets and cashier transactions are properly balanced and closed.
• Post room and tax charges accurately and investigate or report discrepancies.
• Run required nightly reports and maintain appropriate supporting documentation.
• Monitor the hotel during overnight hours and report unsafe conditions, security concerns, maintenance issues, or other concerns promptly.
• Attend required meetings and training sessions.
• Participate in cross-training and assist other departments when needed.
• Perform other duties as assigned to support the hotel, the team, and our guests.