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Form of workJob Description
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 Consider It Done/ PBX Agent is responsible for assisting in the administration of telecommunication operations in the JW Marriott Nashville’s effort to deliver the highest quality of guest service and drive guest loyalty. This position will operate the telephone switchboard station on order to answer incoming telephone calls to ensure that the office runs smoothly and efficiently. This position will be required to assist at the Front Desk as needed.
Responsibilities:
- Deliver outstanding guest services for all incoming calls and general inquiries
- 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
- 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
- Maintain all back-office related equipment and a par stock of supplies
- Ensure work area and lobby cleanliness is maintained at all times
- 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 in to the Guest Experience Platform
- Follow-up with guests to ensure their request has been met to their satisfaction
- Provide information to guests about room features, property amenities, and local areas of interest
Qualifications:
- Ability to speak, read, write and understand English
- Professional demeanor appropriate for a luxury environment
- Minimum of one (1) year hotel experience in Front Office
- Excellent interpersonal, management, 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
Social Media
https://jwnashvillecareers.com/
JW Marriott Nashville Website
