Guest Services Associate

About the role

As a Guest Services Front Desk Agent at The Hermitage Hotel, you are the first and lasting impression of our iconic property. You welcome guests with warmth, professionalism, and a keen attention to detail, ensuring that every interaction reflects the exceptional service and refined hospitality for which The Hermitage is renowned. From check-in to check-out, you embody the highest standards of luxury service, anticipating needs, exceeding expectations, and delivering a seamless, personalized experience at every touchpoint.

Nestled in Nashville’s heart since 1910, “the Hermitage Hotel”—Nashville’s original million‑dollar landmark and the storied backdrop of generations of gatherings—continues to uphold its timeless motto: “Meet me at The Hermitage.” A National Historic Landmark since 2020, our iconic Beaux Arts architecture connects history and modern luxury under one welcoming roof.

Guided by Our Mission—our commitment to exceptional hospitality through highly personalized service delivered by exceptional staff—and shaped by six core values, we set the gold standard across luxury hospitality:

• Excellence – we continually raise the bar, surprising and delighting guests with poise and polish.
• Accountability – we take ownership of our goals, informed decisions, and guest satisfaction.
• Integrity – we act with consistent character, in every interaction, whether seen or unseen.
• Teamwork – we support one another in service, honesty, and respect, attending thoughtfully to every guest and teammate.
• Tradition – we honor the hotel’s legacy by ensuring our historic reputation grows brighter.
• Community – we are invested in Nashville’s well-being and continue our role in civic enrichment.

Our century‑plus evolution includes a respectful 2021–2022 restoration that refreshed our 122 suites while preserving arresting features like the marble lobby and stained-glass ceiling—alongside the debut of refined dining experiences shaped by Michelin-starred Chef Jean-Georges Vongerichten.

Responsibilities

• Guest Experience
  • Greet and assist guests with genuine warmth and professionalism, ensuring each interaction reflects luxury hospitality excellence.
  • Manage check-in and check-out procedures efficiently while providing personalized attention to each guest.
  • Respond promptly and accurately to guest inquiries, requests, and concerns, anticipating needs to deliver a seamless experience.
  • Provide knowledgeable recommendations about accommodations, dining, amenities, and local experiences.
• Operational Excellence
  • Accurately handle guest folios, payments, and all front desk transactions with attention to detail and confidentiality.
  • Coordinate with Housekeeping, Engineering, Food & Beverage, and other hotel departments to guarantee superior guest satisfaction.
  • Maintain and update guest profiles, preferences, and notes to ensure continuity of service for returning guests.
  • Support high-touch experiences for VIP and key guests, ensuring discretion and impeccable service standards.
• Collaboration & Communication
  • Work seamlessly with all hotel departments to align on arrivals, special requests, and guest needs.
  • Communicate clearly and professionally, maintaining the polished image and brand voice of The Hermitage Hotel.
  • Participate in team meetings and initiatives to continuously elevate guest experience and operational efficiency.
• Technical & Administrative Excellence
  • Utilize the Property Management System (PMS) and other front office technology with accuracy and professionalism.
  • Manage reservation records, guest requests, and administrative tasks efficiently while maintaining strict confidentiality.
  • Contribute to service improvement initiatives, sharing insights to enhance the guest experience.

Requirements

• Demonstrated expertise in guest-facing roles, ideally within luxury hospitality or high-end service environments.
• Strong technical aptitude; proficiency in PMS systems (Opera preferred) and front desk operations.
• Ability to multitask effectively, remain calm under pressure, and maintain composure in high-volume situations.
• Availability for flexible scheduling, including nights, weekends, holidays, and special event periods.
• Must be 18 years or older and able to successfully complete a background screening.

Core Competencies

• Service Excellence – Anticipates guest needs and delivers proactive, intuitive solutions.
• Attention to Detail – Ensures flawless accuracy in every guest interaction and transaction.
• Professional Poise – Communicates with discretion, confidence, and warmth.
• Collaborative Mindset – Works in harmony with all hotel departments to ensure consistency in luxury service delivery.
• Time Management – Balances multiple priorities while upholding impeccable standards.

Preferred Qualifications

• Experience in luxury or boutique hotel front desk, reservations, or guest relations roles.
• Familiarity with high-touch clientele, international guests, and discerning travelers.
• Knowledge of Nashville’s cultural, culinary, and entertainment offerings.
• Formal hospitality education or training is a plus.

Benefits

• Health & Wellness: Affordable health, dental, and vision insurance, with options to extend coverage to spouses, children, or domestic partners.
• Financial Security: Company-provided life insurance and a 401(k) plan with a 3% annual match.
• Work-Life Balance: Paid time off starting at 15 days per year after initial 90 day probationary period, increasing with tenure up to 30 days per year.
• Employee Support: Access to mental and behavioral health services, telehealth consultations, and an employee assistance program.
• Additional Perks: Complimentary meals in the employee cafeteria, subsidized on-site parking, and generous discounts at our retail and restaurant outlets.
• Professional Development: Ongoing education support, including industry training.
• Exclusive Rates: Special hotel rates for employees and discounted rates for friends and family.

Schedule

• Must be available for weekends/holidays.
• Morning, day, and night shifts available.
• Shift length: 8+ hours.
• Full-time range up to 40+ hours per week.
• In-person role.

Pay

Starting at $18.00 an hour. Paid biweekly.