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.

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 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
• 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