Job summary
Overnight Front Desk Location Nashville, TN (SoBro area)Ensure high-quality and efficient guest registration, obtain proper method of payment, conduct credit-limit checks, follow billing instructions, conduct follow-up courtesy callsCourteously and accurately answer inquiries to telephone and in-person inquiries regarding reservations, hotel information and guest concerns
Job seniority: mid-to-senior level
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
Requirements
• 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
Key Skills Needed
• Ability to speak, read, write and understand English• Professional demeanor and presentation appropriate for a luxury environment• Excellent interpersonal, written/verbal communication, and training skills are essential• Positive attitude, team focus, enthusiasm, excellent customer service skills
Benefits
• Dental insurance• Health insurance
