Guest Services Associate, The Gilmore Hotel Nashville

About the role

The Guest Services Associate is the first point of contact for guests at AvantStay’s luxury hotels. This role is ideal for individuals who enjoy a dynamic work environment and are passionate about delivering exceptional guest service. The Guest Services Associate is responsible for ensuring guests have an outstanding experience from check-in to check-out, offering personalized assistance and resolving any issues or requests. This position supports the front desk and concierge services, working directly with guests and coordinating with other hotel teams to ensure smooth operations.

Responsibilities

• Greet guests upon arrival and assist with check-in/check-out processes.
• Respond promptly and professionally to guest requests, inquiries, and concerns.
• Provide concierge services, including offering local recommendations, booking reservations, and assisting with special requests (transportation, activities, etc.).
• Manage and prioritize guest issues, including resolving complaints and ensuring guest satisfaction.
• Aid in luggage storage and other guest services as needed.
• Coordinate with housekeeping to ensure room readiness and availability for arriving guests.
• Troubleshoot and resolve minor maintenance and technology issues (e.g., TV functionality, Wi-Fi, lock issues, etc.).
• Act as a local expert, sharing insights and recommendations about the area to enhance the guest experience.
• Ensure seamless communication with hotel management, housekeeping, and maintenance teams to provide optimal guest service.
• Aid in ensuring the property is well-maintained and presents a welcoming environment for guests.
• Manage property cases ensuring all work orders are completed.
• “Guest First” attitude towards hospitality including an insatiable need to create great experiences, an impactful first impression.
• Broad range of technology experience including different property management systems.
• Excellent communication skills - ability to communicate with a broad range of stakeholders.
• Comfort working in a startup environment with empowerment to make decisions that enhance the guest experience.
• A positive attitude, self-starter mentality, and the ability to work effectively both in a team environment as well as independently.
• Desire to become deeply knowledgeable about a varied group of subjects pertaining to short term rentals and housekeeping.
• Strong analytical, strategic, and collaborative skills.
• Comfortable working in a very fast-paced environment.
• A perfectionist, attentive to all the details.
• Focused, hard-working and willing to do what it takes for us to reach the next stage.
• Experience in real estate, hospitality and/or tech is a plus.
• Ability to understand and convey both business issues and technical concepts.
• Capable of quickly learning new software systems.
• Strong communication skills and the ability to manage multiple tasks at once.
• A customer-centric attitude with a passion for delivering exceptional service.
• Ability to work independently, problem-solve, and handle guest issues effectively.

Requirements

• Must reside within a short drive or in the Nashville Metropolitan area.
• Must be US based and willing to work some weekends and some evenings full time.

Qualifications

• Must have a high school diploma or equivalent.
• Must have a valid driver's license and reliable transportation.
• Must have excellent communication skills.
• Must have a positive attitude and be able to work independently and as part of a team.
• Must be able to work flexible hours, including weekends and evenings.
• Must be able to learn and use various property management systems.

Skills

• Customer service skills
• Communication skills
• Problem-solving skills
• Technology proficiency
• Flexibility and adaptability

Benefits

• Paid Time Off
• Company-sponsored insurance (medical, dental, vision, life, etc.)
• Complimentary and discount stays at AvantStay properties
• Fitness Reimbursement
• Mileage Reimbursement

Pay

The hourly rate of $20-21 is dependent on your skills and experience.

Schedule

The Guest Services Associate works daytime and evening shifts (7am-3pm and 3-11pm), with weekend availability required.