Guest Services Agent

About Us
The JW Marriott Nashville Hotel offers the ideal location for leisure, business and meeting guests in the heart of downtown Nashville, adjacent to the state-of-the-art Music City Center. The first-to-market JW Marriott property includes 533 guestrooms, inclusive of 37 suites, along with a broad array of amenities. The 33-story hotel features 50,000 square feet of indoor function space, an expansive 10,000 square-foot outdoor pool and lounging deck overlooking the city skyline, Bourbon Steak by Michael Mina, as well as a 15,000 square foot event lawn.

Owned and operated by Turnberry, the JW Marriott Nashville is located at 201 8th Ave. South, Nashville, TN. To learn more, visit the official JW Marriott Nashville website or follow the hotel on social media via Facebook, Instagram and Twitter.

Position Summary

The Front Desk Agent is responsible for providing exceptional first impression to our guests and have a natural passion for delivering flawless service. This position requires the ability to problem solve, and be comfortable multi-tasking on a terminal while conducting guest registrations and guest departures. This position must maintain the highest luxury standards and expectations upheld by the JW Marriott brand standard.

Responsibilities:

• Ensure high-quality and efficient guest registration, obtain proper method of payment, conduct credit-limit checks, follow billing instructions, conduct follow-up courtesy calls
• Courteously and accurately answer inquiries to telephone and in-person inquiries regarding reservations, hotel information and guest concerns
• Demonstrate a commitment to providing a warm, anticipatory service to exceed the needs and expectations of all guests, including Marriott Rewards Elite members, through attention to detail and loyalty recognition
• Ensure Elite members and VIP Guests are recognized, with loyalty program in place
• Deliver outstanding guest services for all incoming calls and general inquiries
• Maintain all back-office related equipment and a par stock of supplies
• Provide service recovery options to ensure guest satisfaction
• Process guest requests for wake-up calls
• Screen calls and other requests relating to placing and receiving telephone calls
• Advise guest of any messages received via voicemail, mail, faxes and send to room if required
• Answer, record, and process all guest calls, requests, questions or concerns
• Log all requests or issues into the Guest Experience Platform
• Establish and maintain open, collaborative relationships with associates and fellow departments
• Maintain an attentive, friendly, helpful and courteous demeanor to all guests, managers and other associates by influencing a service-leader culture
• Participate in pre-shift meetings, maintain and review shift reports, review arrivals, departures, daily events, groups in-house, service recovery guests and conduct proper follow-up
• Review all profile details of incoming arrivals and departing guests, address all requests and service recoveries; communicate to housekeeping special requests such as feather-free, turn-down
• Maintain all front desk related equipment and a par stock of supplies
• Ensure work area and lobby cleanliness is maintained at all times
• Maintain a presence in the lobby, serve as lobby ambassador when not stationed at the front desk
• Perform additional duties and projects as assigned

Qualifications:

• Ability to speak, read, write and understand English

• Professional demeanor and presentation appropriate for a luxury environment
• Minimum of two (2) years hotel experience in Front Office, comprehensive knowledge of Front Office operations, policies and procedures
• Excellent interpersonal, written/verbal communication, and training skills are essential
• Positive attitude, team focus, enthusiasm, excellent customer service skills
• Ability to work a flexible schedule, including evenings, weekends and holidays, according to department needs and business volumes
• Highly motivated, organized, goal and results oriented individual who thrives under pressure
• Ability to stand, sit, or walk for an extended period of time