Turnberry Associates Nashville , TN 37201
Posted 6 days ago
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. To learn more, visit the official JW Marriott Nashville website or follow the hotel on social media via Facebook, Instagram and Twitter.
Position Summary
The Front Desk Agent is responsible for providing exceptional first impression to our guests and have a natural passion for delivering flawless service. This position requires the ability to problem solve, and be comfortable multi-tasking on a terminal while conducting guest registrations and guest departures. This position must maintain the highest luxury standards and expectations upheld by the JW Marriott brand standard.
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
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 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
Social Media
https://jwnashvillecareers.com/
JW Marriott Nashville Website
Turnberry Associates