Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Specialists take the initiative to deliver a wide range of services that guide guests through their entire stay. Their role goes beyond the traditional front desk to take ownership of the guest experience in the main areas of the hotel with a “guest first” mindset. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, delivering quality meals, or sharing the highlights of the local area, the Guest Experience Specialist makes transactions feel like part of the Experience.

Responsibilities include but are not limited to:

• Welcomes and registers Hotel guests, explaining the accommodations and establishing credit or method of payment
• Checks guest out of the Hotel , preparing and explaining billing
• Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum guest satisfaction .
• Works with guests pre - arrival and in - house to ascertain preferences and provide insightful recommendations
• Conducts pre - arrival process to assist future guests to arrange services including , but not limited to , local tours , dining reservations, shipping packages, various transportation methods, and researching different vendors and service providers
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
• Resolves guest complaints; assists guests in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
• Responds to all guest requests in an accurate and timely manner. Interactions with guest will be in - person, phone, F our Seasons c hat , and by email
• Utilize a variety of software programs. Communicate with internal personnel and departments via radio, internal systems, and phones
• Chat guests via messenger application and utilize Four Seasons guest recognition program
• Concierge system to track all requests and Opera to ensure proper billing
• Assure that desk collateral and information for restaurants, wineries, museums, attractions, maps and other local attractions are updated and current. Knows what activities are available in the Nashville and establish close contacts with vendors in these areas in order to provide information, ticketing and reservations for guests.
• Perform other tasks or projects as assigned by management

Preferred Qualifications and Skills:

• Previous Front Desk or Front Office experience preferred, especially in a luxury environment
• The ability to work rotating shifts will be required and may change depending on Hotel’s occupancy
• M ust have strong communication skills, and ability to adapt to constant change within the Hotel
• Previous customer experience and ability to work effectively under pressure
• Strong attention to detail and problem-solving skills
• Must be able to work as part of a team
• Good communication skills - Reading, writing, and oral proficiency in the English language
• Excellent computer skills , especially Excel proficiency ; knowledge of OPERA (or equivalent PMS) and experience in cashiering preferred

Job Types: Full-time, Part-time

Pay: $11.00 - $14.00 per hour

Benefits:

• 401(k)
• Employee discount
• Flexible schedule

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• On call
• Weekends as needed

Work setting:

• In-person

Experience:

• Hotel Front Desk: 4 years (Preferred)

Work Location: In person