Castlerock Asset Management, LLC. · 10 hours ago
Guest Service Agent
Nashville, TN, US
Full-time
Onsite
Entry Level
$0/hr - $19/hr
1+ years expCastlerock Asset Management, LLC. is a hospitality company seeking a Guest Service Agent to be the first point of contact for guests, ensuring a positive and welcoming experience. The role involves managing guest check-in and check-out, addressing inquiries, and resolving issues while maintaining effective communication throughout the guest's stay.
Asset ManagementCommercial Real EstateHospitalityReal Estate
Responsibilities
Efficiently and accurately process guest arrivals and departures, including verifying identification, processing payments, issuing room keys, and providing necessary information about the hotel and local area
Professionally and promptly answer incoming phone calls, providing information, taking reservations, directing calls, and addressing guest requests and concerns
Serve as a knowledgeable resource for guests, providing accurate information about hotel services, amenities, local attractions, directions, and transportation options
Listen empathetically to guest complaints and concerns, investigate and resolve issues effectively and efficiently, and escalate complex situations to the appropriate manager when necessary
Accurately process new reservations, modifications, and cancellations according to hotel policies and procedures
Handle cash, credit card, and other forms of payment accurately and securely, ensuring proper posting and balancing of accounts
Update and maintain accurate guest information in the hotel's property management system (PMS)
Receive, sort, and distribute guest mail, packages, and messages promptly and accurately
Ensure the front desk and lobby area are clean, organized, and presentable at all times
Be vigilant and report any suspicious activity or security concerns to management
Understand and follow established emergency procedures
Assist with concierge services, such as arranging transportation, making restaurant reservations, and providing recommendations
Prepare daily reports and perform end-of-shift procedures
Collaborate effectively with other hotel departments (e.g., Housekeeping, Food & Beverage, Maintenance) to ensure guest satisfaction
Assist with inventory and ordering of front office supplies
Participate in training sessions and meetings as required
Perform other duties as assigned by management
Qualification
Required
High school diploma or equivalent required
One year of experience in a customer service role, preferably in a hotel or hospitality environment
Excellent telephone etiquette and a professional phone voice
Ability to work a flexible schedule, including days, evenings, weekends, and holidays
Fluency in English is required
Preferred
Associate's degree in hospitality or a related field preferred
Bilingual skills are a plus
Benefits
Parking: Full-Time associates – FREE
Associate Meals – FREE
Our Associates get Travel Discounts on hotels at nearly 8,000 Marriott properties worldwide including rooms and meals
Discounts on Rental Cars, other popular hotels, and hotel alternatives
Discounts on tickets to concerts, Theme Parks, and other attractions
Discounts on Car and Computer Purchases
But you don’t need to go anywhere to have a great time. We host Associate Recognition events, celebrations, and parties year-round.
Company
Castlerock Asset Management, LLC.
Castlerock is a premier real estate development and asset management firm specializing in unique-and-distinctive commercial properties designed to enhance and enrich the communities they serve.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Hubert Worrell IV, CPA
Chief Financial Officer
Eduard Torres
Chief Information Officer
Recent News
Seattle TechFlash
2025-09-17
Business Journals
2023-06-05
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