Service Express Agent at Castle Rock Asset Hospitality Management LLC – Nashville, Tennessee
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About This Position
The Service Express Agent serves as the central point of contact for all guest requests and internal communications. This role handles incoming calls (internal and external), processes guest orders (such as In-Room Dining), dispatches requests to Housekeeping or Engineering, and ensures that every guest interaction is seamless, professional, and warm.
Essential FunctionsRapid Response Orchestration: Monitor and respond to all guest and internal inquiries within 3 rings or 30 seconds, ensuring no request goes unanswered or unlogged.
Data Accuracy & Entry: Maintain a 100% accuracy rate when entering guest information, guest requests, and In-Room Dining orders into the Property Management System (PMS).
Interdepartmental Liaison: Act as the primary "bridge" between the guest and the back-of-house teams (Housekeeping, Engineering, Security), ensuring clear communication of priorities and urgency.
Guest Conflict Resolution: Independently resolve minor guest complaints or "service failures" over the phone using empowered decision-making (e.g., offering a late checkout or small amenity) before escalating to management.
Safety & Security Coordination: Execute emergency communication protocols with precision, including managing the hotel’s radio frequencies and notifying relevant leads during medical or security incidents.
Revenue Capture: Drive department revenue by actively suggesting appetizers, desserts, or beverage pairings during In-Room Dining order placement.
Quality Assurance Auditing: Conduct follow-up calls of closed guest requests to verify completion quality and timing.
Education: High school diploma or equivalent.
Experience: 1+ years in a customer service role (hospitality or call center experience is a major plus).
Technical Skills: Proficiency with Property Management Systems (PMS). Comfort with multi-line phone systems.
Availability: Must be able to work flexible shifts, including weekends, holidays, and overnight (if required).
Language: High level of proficiency in English (both written and verbal). Proficiency in a second language is a significant advantage.
| Competency | Description |
| Active Listening | The ability to give full attention to what guests are saying, taking time to understand their needs without interrupting. |
| Multitasking | Staying calm and organized while managing multiple phone lines and dispatching several requests simultaneously. |
| Problem Sensitivity | The ability to tell when something is wrong or is likely to go wrong, and acting proactively to fix it. |
| Empathy & Tone | Maintaining a "smile in the voice" and projecting warmth even during high-pressure situations. |
| Technical Aptitude | Quick mastery of dispatch software and internal communication tools. |
OTHER:
Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled mandatory training sessions and meetings is required.
Upon employment, all employees are required to fully comply with policies and procedures for the safe and effective operation of the hotel’s facilities.
The above statements are intended to describe the general nature and level of work being performed by employees. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.
DEI and ESG:
We are committed to Diversity, Equity, and Inclusion. It starts with a culture of acceptance and continues with the hard work of going beyond lip service. It includes outreach and education, and most importantly action. You can feel proud to know you are joining a company which understands the importance of its responsibility and the decisions we make have been and will continue to be the greater environmental and societal impact in mind.