Guest Service Agent

Guest Service Agent

Herschend is seeking a welcoming and engaging Guest Service Agent to help build a unique guest experience for our newest hospitality venture, Dolly Parton's SongTeller Hotel, located in the heart of Downtown Nashville. The ideal candidate leads with heart for hospitality and has an exceptional talent for orchestrating seamless guest experiences. With equal parts integrity, creativity and operational expertise, this team member will ensure SongTeller delivers service that's as genuine and memorable as Dolly herself.

Inspired by Dolly Parton's epic career and trailblazing spirit, SongTeller Hotel in Nashville is as unique as the global icon herself. Dolly welcomes guests to a place where they can Love Every Moment; it is a place to unplug, to connect with loved ones and to be entertained.

The Guest Service Agent position offers an extraordinary opportunity to propel the arrival experience excellence and hospitality identity for Dolly Parton's SongTeller Hotel featuring 245 rooms, two F&B Entertainment venues, a market, and Dolly Parton's Museum. Personalizing all aspects of the hotel’s welcome moment, ensuring every touchpoint from arrival to farewell, reflects the seamless, authentic, and memorable experience guests expect of SongTeller Hotel. This role will be highly rewarding for a visionary, hands-on and guest-focused Host with a demonstrated history of building strong relationships and operating with excellence while driving timeless and unforgettable guest experiences.

SongTeller Hotel Nashville is more than just a place to rest your head, it's a hub of music, style, and hospitality designed the Dolly-way. Sprinkled with glamour, artistic surprises and a sense of humor - it's an experience as unforgettable as the entertainer herself. SongTeller Hotel celebrates the people, talent and setting of the destination, weaving the local music and culinary scenes together. So come experience the unique charm, and hospitality that could only be created by the iconic hostess herself!

Summary of Essential Functions & Responsibilities

• Deliver a warm, genuine, and memorable welcome to every guest, embodying Southern hospitality with a touch of Dolly-inspired charm, humility, and personality.
• Receive all guests who enter the hotel and coordinate reservations for all outlets when necessary.
• Manage check-in and check-out processes efficiently while creating a personalized, story-worthy guest experience.
• Ensure that all guest interactions, including check-in, check-out, and service requests, are executed in a timely manner, with professionalism and in accordance with brand standards.
• Coordinate closely with Housekeeping and Engineering to ensure room readiness and maintenance issues are addressed promptly.
• Anticipate guest needs and provide proactive, thoughtful service that exceeds expectations
• Serve as a local expert and storyteller, sharing recommendations on Nashville, music, culture, and unique hotel experiences
• Handle guest requests, concerns, and special accommodations with grace, empathy, and swift resolution
• Respond to guest concerns or complaints in a timely and empathetic manner, ensuring service recovery steps are followed.
• Review daily arrival, departure, and VIP reports to ensure proper planning and execution of personalized service.
• Accurately process payments, reservations, and guest profiles using the property management system.
• Uphold luxury service standards and brand voice, ensuring every interaction feels personal—not transactional.
• Protect guest privacy and ensure safety, security, and confidentiality at all times
• Manage high-volume periods with poise, efficiency, and positivity
• Support special events, VIP arrivals, and curated guest moments that reflect the spirit of music, creativity, and connection.
• Maintain a clean, organized, and visually inviting front desk and lobby presence
• Maintain a polished understanding of room types, rates, packages, and amenities to confidently upsell and enhance stays.
• Coordinate closely with housekeeping, engineering, and other departments to ensure seamless guest experiences.
• Maintain high standards at all times while on property and all guest facing space in the hotel. Including professional posture, full uniform, welcoming demeanor, no personal devices at anytime, food/beverage, and any other items as directed by senior leadership.
• Collaborate with all hotel team members to ensure above and beyond service in all areas.
• Ability to control difficult situations while maintaining a HEARTSPITALITY approach.
• Represent Dolly Parton's SongTeller Hotel professionally in industry and community events, embodying the brand's warmth, creativity, and hospitality ethos.
• Utilize operational systems such as Opera, Opera Cloud*, Microsoft Office, HotSoS and other hotel systems to optimize performance, and maintain operational transparency.
• Represent the hotel as a culture carrier, reflecting values of kindness, authenticity, inclusivity, and joy.

This job description is not an "all-inclusive' list of the duties and responsibilities of this position or of the skills and abilities required to perform this position.

Qualifications

• Previous hotel experience preferred in upscale, lifestyle or luxury hotel setting.
• Work background reflects a successful track record of accomplishment and growth in hospitality operations with proven experience leading multi-departmental hotel operations
• Passion for delivering elevated guest experiences and attention to detail
• Knowledge of Nashville's culture, dining, and entertainment scene is a plus
• Professional appearance and demeanor aligned with luxury boutique standards
• Team-oriented mindset with a willingness to support colleagues across departments
• High level of integrity and ability to handle sensitive information confidentially
• A genuine appreciation for music, storytelling, and creating meaningful guest connections
• The ability to think outside the box using a fresh and innovative approach in all aspects of the position and fluency in hospitality trends and competitor analysis.
• Strong organizational and multitasking skills with keen attention to detail
• Proven problem solving skills, team building, communication and organizational skills.
• Proficient knowledge of Microsoft Office, and POS Systems to include inventory management.
• A love for storytelling through the guest experience
• Strong communication and interpersonal skills
• Capable of handling stressful situations calmly and efficiently while maintaining service standards.
• Flexibility to work evenings, weekends, and holidays as needed

About Dolly Parton's SongTeller Hotel & Herschend

Dolly Parton's SongTeller Hotel is the newest hospitality venture of Herschend. Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with 49 leading attractions and immersive experiences that reach audiences worldwide.

While each brand offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®. Our passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality®—the intersection of heart and hospitality.

As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.