Front Desk Agent - AM Shift

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. As a Front Desk Agent, you'll handle reservations, check-ins and check-outs, guest requests, payments, and plenty of questions along the way. You'll also be a go-to resource for hotel information, amenities, and all the fun things Nashville has to offer. If you enjoy meeting new people, solving problems, staying organized, 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.  

KEEP THINGS RUNNING SMOOTHLY   

• 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. 
• 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.  

BE 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, hospitality, customer service, or cash-handling experience is preferred. 
• High school diploma or GED preferred. 
• Comfortable handling cash, payments, and basic math. 
• Strong communication and customer service skills. 
• Comfortable using computers and learning hotel systems and technology. 
• 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. 
• 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. 

TEAMWORK: You communicate with your fellow Front Desk Agents and other hotel departments to make sure guests receive a smooth and seamless experience. 

RELIABILITY & PROFESSIONALISM: You show up ready to work, follow hotel procedures, complete assigned responsibilities, and help keep the front desk running smoothly. 

ATTENTION TO DETAIL: You accurately process reservations, payments, room assignments, charges, and guest information while following hotel procedures and protecting guest privacy. 

GROWTH & FLEXIBILITY: You are 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, 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 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. 
• Report unsafe conditions, maintenance concerns, or security issues immediately. 
• 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.