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Guest Services Agent
Property Name
The Tennessean Hotel
Job Title
Guest Services Agent
Company Name
Work Permit
Applicants who do not already have legal permission to work in this country will not be considered.
Position Categories
Front Desk
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At BENCHMARK, a global hospitality company the definition of success is as individual as each of the over 10,000 employees worldwide who compose our award-winning teams. Each person brings unique skills, talents, experience, history, and culture to our company. Together, they form an extraordinary mosaic that supports BENCHMARK's very entrepreneurial culture. Each team member's desire for accomplishment is supported by our determination and passion to build successful and rewarding futures.

Job Description

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet Interstate’s high standards of quality.


  • High School Degree or equivalent required
  • Ability to communicate clearly, effectively, and pleasantly in English
  • Fluent in a foreign language preferred
  • Basic Computer Skills required; type at least 45 wpm
  • Basic mathematical skills and ability to make accurate mathematical calculations using a calculator
  • Ability to stand for extended periods of time
  • Excellent customer service and communication skills
  • Must be able to work a flexible schedule, including weekends and holidays
  • Must be at least 18 years of age
  • Minimum 1 year hospitality or customer service experience required
  • Minimum 1 year previous front desk and/or reservations experience preferred
  • Must possess and consistently demonstrate all “skills” listed below

Key Relationships

  • Front Desk Agent(s) and Night Auditor
    • Report to:  Front Desk Supervisor
    • Key Relationships:  ALL departments (including Housekeeping and Engineering), Entire Guest Services Team, Concierge Services, Accounting

Skills (Entire Front Desk Team)

  • Ability to focus and follow-through on details
  • Ability to use a computer and required software properly and efficiently
  • Ability to adhere to any and all policies of THE TENNESSEAN Hotel and Benchmark Global Hospitality (including the Appearance Standards Policy)
  • Ability to ensure security and confidentiality of guest information and internal hotel practices
  • Ability to use time efficiently and productively with minimal supervision
  • Ability to maintain company/hotel standards
  • Ability to professionally represent “THE TENNESSEAN Hotel” while presenting a warm, professional, and refined demeanor with guests and fellow team members
  • Ability to present information professionally and efficiently
  • Ability to maintain knowledge of hotel features and information (e.g., dining, babysitting, events, amenities, etc.)
  • Ability to understand and respond appropriately to guest inquiries and needs while remaining calm, courteous, and professional
  • Ability to promote positive relationships with guests via email, in person, and/or over the phone
  • Ability to organize information and remain educated on all aspects of THE TENNESSEAN Hotel and the city of Knoxville

Essential Job Responsibilities:

Front Desk Team

  • Maintain complete knowledge of:
    • Property Management system
    • Room types, rate codes, current promotions, and amenities
    • All hotel features/services, hours of operation
    • Daily group activities
    • Social activities
    • Fitness Center programs
    • City of Knoxville points of interest and events
  • Maintain a log of all guest requests
  • Act as a liaison between guests and other departments of THE TENNESSEAN Hotel
  • Greet each guest with a smile, a warm welcome, and thoughtful farewell.
  • Use guest name at least twice during a conversation in order to create rapport and a personal relationship with each guest
  • Accommodate all guest requests expediently and graciously
  • Be thoughtful when handling guest complaints by owning the problem and providing solutions
  • Do not pass off tasks to others.  Own the issue/problem and see it through to completion.
  • Ensure each guest issue is correctly logged and the appropriate Manager/Supervisor is informed
  • Welcome feedback, complaints, and compliments. Appreciation for this feedback fulfills our need to be the best in class.  All feedback must be relayed to a Manager or Supervisor
  • Maintain a neat, clean, and organized work space
  • Report any Housekeeping or Engineering issues to the correct department immediately
  • Report immediately any suspicious items or individuals
  • Work closely and communicate with all hotel departments and fellow team members
  • Process guest check-ins and room assignments.  Accommodate special requests whenever possible.
  • Process all cashier functions in compliance with cash handling, credit card processing, and accounting policies and procedures
  • Assist with reservation functions, including:  entering and updating group files, pre-registrations, and blocking rooms for reservations
  • Maintain current knowledge of room types, locations, and rates
  • Resolve billing issues/disputes for reservations (with assistance of a Supervisor or Manager if necessary)
  • Settle in-house guest accounts.  Take deposits as required.
  • Handle all financial transactions carefully and accurately in accordance with Accounting guidelines
  • Answer inquiries about hotel services, events, and directions in a professional, polite, and thoughtful manner in accordance with the standards of THE TENNESSEAN Hotel
  • Offer to walk/escort guests to their destinations within the hotel whenever possible
  • Daily duties include: 
    • Assigning rooms to accommodate special requests
    • Pre-registering guests whenever possible
    • Check-in and Checkout processes (Arrival and Departure)
      • Welcome Libation, Oshibori Towel service
      • Luggage Storage assistance
    • Print out any documents, directions, or tickets as requested by guests
    • Light tidying and cleaning of the front desk area
    • Concierge services (in person)
      • Note:  Concierge Services will be responsible for phone concierge services
    • Escorting guests
    • Work with other departments to engineer surprises for guests and exceed their expectations

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other reasonable duties as assigned by their Supervisors and/or Management. 

EOE/M/F/D/V Must be willing to submit to background check upon offer

Job Requirements

We are an Equal Opportunity Employer that considers applicants without regard to race, sex, religion, national origin, disability or protected veteran status.
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