Position Overview
We are seeking a professional, friendly, dependable, and guest-focused Front Desk Agent to join our newly renovated La Quinta Inn & Suites / Hawthorn Extended Stay property near Nashville Airport/Opryland.
The Front Desk Agent is one of the most important representatives of our hotel. This position is responsible for creating a welcoming experience for every guest while efficiently managing check-ins, check-outs, reservations, payments, guest requests, and daily front desk operations.
The ideal candidate enjoys working with people, remains calm under pressure, communicates professionally, and takes pride in providing exceptional hospitality. This position requires someone who can work independently while also being a strong team player.
Essential Responsibilities
- Welcome and acknowledge guests with a warm, professional, and positive attitude.
- Complete guest check-ins and check-outs accurately and efficiently.
- Verify guest identification, payment information, reservations, and room assignments.
- Process cash, credit card, and other hotel transactions accurately.
- Maintain accurate guest accounts and address billing questions or discrepancies.
- Assist guests with reservations, cancellations, modifications, and general hotel information.
- Answer telephone calls and respond to guest inquiries professionally.
- Provide information about hotel amenities, Nashville attractions, restaurants, transportation, and local activities.
- Respond promptly and professionally to guest concerns and complaints.
- Work to resolve guest issues while following hotel policies and management direction.
- Maintain a clean, organized, and professional front desk and lobby area.
- Communicate effectively with housekeeping, maintenance, management, sales, and other departments.
- Monitor room status and communicate room readiness and maintenance issues as needed.
- Follow all hotel, brand, safety, security, and cash-handling procedures.
- Protect guest privacy and confidential information.
- Maintain accurate records and complete required front desk paperwork and reports.
- Assist with daily reconciliation and other front office procedures.
- Monitor and respond to guest reviews and customer-care requests when assigned.
- Assist with OTA reservations and guest requests from platforms such as Booking.com and Expedia when assigned.
- Promote hotel amenities, extended-stay services, and available upgrades when appropriate.
- Report maintenance, safety, security, or guest-related concerns to management immediately.
- Follow all standards established by La Quinta by Wyndham and Hawthorn Extended Stay.
- Perform other duties assigned by the Front Office Manager or General Manager.
Guest Service Expectations
Our Front Desk Agents are expected to:
- Treat every guest with respect, courtesy, and professionalism.
- Create a positive first and last impression of the hotel.
- Listen carefully to guest concerns and demonstrate empathy.
- Take ownership of guest issues rather than simply passing them to another employee.
- Remain professional when dealing with upset or difficult guests.
- Maintain a positive attitude during busy periods.
- Anticipate guest needs whenever possible.
- Provide consistent service to both short-term and extended-stay guests.
Qualifications
Required:
- High school diploma or equivalent preferred.
- Previous customer service, hospitality, hotel, or front desk experience preferred.
- Strong verbal and written communication skills.
- Basic computer skills.
- Ability to accurately handle money and credit card transactions.
- Ability to work independently and as part of a team.
- Ability to multitask in a fast-paced environment.
- Professional appearance and demeanor.
- Reliable attendance and punctuality.
- Ability to work flexible schedules, including weekends and holidays.
Preferred:
- Previous hotel front desk experience.
- Experience with Opera Cloud or another hotel property-management system.
- Experience with OTA platforms such as Booking.com and Expedia.
- Experience with Wyndham-branded hotels.
- Knowledge of the Nashville area and local attractions.
- Bilingual skills are a plus.
Physical Requirements
- Ability to stand and walk for extended periods.
- Ability to sit, stand, bend, and move throughout the front desk and lobby area.
- Ability to lift and carry supplies weighing up to approximately 25 pounds.
- Ability to work at a computer for extended periods.
- Ability to respond to emergency situations when necessary.
What We Are Looking For
We are looking for someone who understands that hospitality is more than simply checking guests in and out. The right person will take pride in representing our newly renovated property and helping create an experience that makes guests want to return.
A successful Front Desk Agent is:
- Friendly
- Reliable
- Professional
- Accountable
- Detail-oriented
- Team-oriented
- Guest-focused
- Solution-oriented
- Comfortable with technology
- Able to remain calm under pressure
Why Join Our Team?
You will have the opportunity to be part of a newly renovated dual-brand hotel serving both traditional hotel guests and extended-stay travelers in the Nashville Airport/Opryland market.
We are building a team that takes pride in the property, supports one another, and understands that excellent guest service directly impacts our reputation, reviews, occupancy, and overall success.
Position: Front Desk Agent
Property: La Quinta Inn & Suites / Hawthorn Extended Stay
Location: Nashville Airport/Opryland – Nashville, TN
Reports To: Front Office Manager / General Manager
Schedule: Full-Time or Part-Time; must be available for weekends and holidays as needed
We are an exciting world class leader in the hospitality industry.
We have maximized our profit potential through training, support, and by creating a dynamic culture for our quality personnel.
We have empowered our Guest Services Agents to execute their duties in a manner that ensures our Guests Come First as they are the closest to our guests.
We sustain exceptional guest satisfaction by aggressively pursuing attention to detail and adding the “WOW” factor to every guest contact.
We have made TEAMWORK central to every endeavor.
We challenge every individual to strive for excellence through high performance and loyalty to our guests and our organization.
We are unwilling to lower our standards or accept second best efforts from our personnel.
We promote innovation, initiative, and creativity.
We are constantly striving to improve ourselves.