Guest Services Agent

Resolute Road Hospitality•Goodlettsville, TN

About The Position

Be Part of Something New – Join the Opening Team at Tru by Hilton Goodlettsville, TN! We’re excited to bring a fresh and energetic hotel experience to Goodlettsville with the grand opening of the brand-new Tru by Hilton. As we prepare to open our doors, we’re looking for passionate, service-focused individuals to join our team and help shape the guest experience from day one. Summary At Resolute Road Hospitality, we’re redefining third-party hospitality management through collaboration, innovation, and excellence. With a growing national footprint, we offer dynamic opportunities for professionals ready to grow. Guided by our core values - Stronger Together, Social Intelligence, Grit, Integrity, and Better Every Day - we support your success at every turn. Join us on the road ahead and help us create exceptional experiences. Your Role As a Guest Services Agent, you’ll be the welcoming face of the hotel, ensuring smooth check-in and check-out experiences, assisting with guest requests, and supporting front desk, kiosk, and pantry operations. This role is ideal for someone who brings Social Intelligence to every interaction, works Stronger Together with the teams, and takes pride in delivering service with Integrity. Additional Information Consistent attendance and adherence to Resolute Road Hospitality’s standards are critical to success in this role. This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of responsibilities, duties, and skills required. Duties may evolve based on organizational needs. E-Verify Resolute Road Hospitality utilizes E-Verify for all employment authorization verification.

Requirements

Knowledge of hotel front desk procedures, POS systems, and guest service best practices
Strong verbal and written communication skills
Ability to remain calm, courteous, and professional under pressure
Proficient computer and data entry skills (MS Office, brand systems preferred)
Basic math skills and knowledge of cash handling procedures
Ability to multitask, prioritize, and adapt in a fast-paced environment
Friendly and engaging interpersonal skills
Commitment to accuracy, dependability, and hospitality excellence
Knowledge of emergency response procedures and ability to act decisively
High school diploma or GED required
Previous hospitality or customer service experience preferred

Responsibilities

Greet all guests with a friendly, welcoming attitude
Register guests, confirm reservations, and secure payment methods
Promote loyalty programs and ensure members receive benefits
Respond to guest requests and resolve concerns promptly and professionally
Operate front desk systems to check guests in and out efficiently
Process retail and pantry transactions with accuracy
Handle guest payments, room charges, and daily bank reconciliations
Manage phone calls, emails, and reservations with clarity and professionalism
Monitor lobby appearance and cleanliness; communicate service needs to other departments
Stay informed about hotel amenities, services, and local attractions
Log and report any maintenance or safety issues
Adhere to Resolute Road Hospitality policies and brand standards
Support other team members as needed
Perform other duties as assigned