Guest Service Agent/Front Desk in Nashville, Tennessee at The Joseph Hotel - Nashville

The Joseph, a Luxury Collection Hotel, Nashville

The Joseph is an expression of modern luxury rooted in art, culture, and the warmth of true hospitality. Situated in the heart of Nashville, it offers a refined escape where thoughtful design, world-class culinary experiences, and meaningful service come together effortlessly.

The Joseph invites guests into a world that feels both elevated and deeply personal. From curated art collections and immersive dining to serene guestrooms and intimate gathering spaces, every detail is designed to create an experience of Nashville at its most refined.

Department: Front Office
Employment Type: Full-Time
FLSA Status: Non-Exempt, Hourly
Schedule: Flexible availability required, including mornings, evenings, weekends, and holidays

At The Joseph, our Front Desk team is at the heart of the guest experience. As a Guest Service Agent, you will create memorable first and lasting impressions through genuine hospitality, thoughtful personalization, and exceptional attention to detail.

From warmly welcoming guests and recognizing special occasions to anticipating preferences and resolving concerns with grace, you will play an essential role in delivering the elevated service expected of The Luxury Collection, Marriott, and a Forbes-rated luxury hotel.

We are looking for someone who naturally has a hospitality heart, takes pride in creating meaningful connections, and understands that luxury is not simply what we provide—it is how we make our guests feel.

• Welcome each guest with warmth, confidence, and genuine hospitality while creating a personalized arrival experience.
• Perform guest check-ins and check-outs efficiently and accurately while maintaining an elevated level of service.
• Anticipate guest needs and preferences, looking for opportunities to personalize each interaction and create memorable moments.
• Recognize and appropriately acknowledge VIPs, Marriott Bonvoy members, repeat guests, and guests celebrating special occasions.
• Provide knowledgeable information about hotel accommodations, amenities, restaurants, spa services, events, and other property offerings.
• Share thoughtful recommendations for dining, entertainment, transportation, attractions, and experiences throughout Nashville.
• Handle guest requests, questions, and concerns promptly, professionally, and with a sense of ownership.
• Take initiative with service recovery, partnering with leadership when necessary to resolve concerns and restore guest confidence.
• Process reservations, room assignments, room changes, payments, deposits, and other Front Office transactions accurately.
• Maintain accurate guest profiles, preferences, notes, and reservation information within hotel systems.
• Answer telephone calls and guest communications using professional luxury service standards.
• Coordinate closely with Bell/Door, Concierge, Housekeeping, Reservations, Engineering, Food & Beverage, Spa, and other departments to provide seamless service.
• Communicate guest preferences, special requests, maintenance concerns, and service opportunities to appropriate departments.
• Maintain knowledge of daily hotel operations, group activity, VIP arrivals, special events, outlet hours, and property offerings.
• Follow all cash handling, credit card, billing, privacy, safety, and security procedures.
• Maintain a polished, organized, and welcoming Front Desk and lobby environment.
• Consistently demonstrate and support Forbes Travel Guide service standards and Marriott brand standards.
• Perform additional responsibilities as assigned by Front Office leadership.

• Previous Front Desk, Guest Services, Reservations, or luxury hospitality experience preferred.
• Experience within a luxury, Forbes-rated, Marriott, or full-service hotel environment is highly preferred.
• A genuine passion for hospitality and creating exceptional guest experiences.
• Warm, polished, and professional communication skills.
• Strong attention to detail and the ability to recognize opportunities to personalize service.
• Strong problem-solving skills with the ability to handle guest concerns professionally and discreetly.
• Ability to remain composed, gracious, and solutions-focused during high-volume or challenging situations.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Experience with hotel property management and reservation systems preferred.
• Knowledge of Marriott Bonvoy standards and benefits is a plus.
• Knowledge of Nashville restaurants, attractions, entertainment, and local experiences is preferred.
• Dependable, punctual, and committed to maintaining The Joseph’s standards of excellence.
• Flexible availability, including mornings, evenings, weekends, holidays, and varying shifts based on business needs.
• Ability to stand for extended periods throughout the scheduled shift.

At The Joseph and Makeready, taking care of our team is an important part of how we take care of our guests. Eligible hourly team members have access to a comprehensive collection of benefits, assistance programs, and perks, including:

Health & Wellness

• Medical, Dental & Vision Insurance
• Life, AD&D & Basic Life Insurance
• Short-Term & Long-Term Disability Coverage
• Voluntary Hospital, Accident & Illness Plans
• Optional Legal Plan
• SupportLinc Employee Assistance Program
• Wellness Initiatives
• Pet Insurance available for purchase

Financial & Family Support

• 401(k) Retirement Plan with Company Match
• Tuition Reimbursement Program
• Student Loan Repayment Assistance – up to $150 per month
• Childcare Assistance Match – up to $100 per month per child or eligible disabled spouse or parent
• Paid Maternity & Paternity Leave

Paid Time Off

• Opportunity to earn up to four weeks of PTO within your first year
• Additional Birthday PTO
• Annual Volunteer PTO
• Opportunities to exchange eligible PTO for qualifying expenses, including education, dependent care, groceries, fitness/wellness, travel, HSA contributions, 401(k)/Roth 401(k) contributions, and more

Team Member Perks

• Hotel, Restaurant, Spa & Retail Discounts at Makeready Collection and ZaZa properties
• Team Member Referral Bonuses
• Birthday & Anniversary Recognition
• Team Member Recognition with Rewards
• Culture Council participation and team engagement opportunities

Benefit eligibility, enrollment requirements, PTO usage, company contributions, and other program terms are subject to applicable Makeready plan documents and guidelines.

At The Joseph, luxury is more than beautiful surroundings—it is found in the details, the relationships we build, and the way we make people feel.

Not everyone has the opportunity to work at The Joseph. We seek individuals who naturally possess a hospitality heart, take pride in their work, appreciate the importance of teamwork, and have a genuine desire to make a difference in someone’s day.

As a Guest Service Agent, you will have the opportunity to become part of a team committed to delivering sophisticated, thoughtful, and highly personalized hospitality while representing one of Nashville’s premier luxury hotel experiences.

Makeready LLC is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and providing equal employment opportunities to all applicants and team members without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.

We believe diverse perspectives, backgrounds, and experiences strengthen our teams and enhance the hospitality we provide to our guests.