Guest Services Specialist
The Ritz-Carlton
Salary undisclosed
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Description
POSITION SUMMARY
Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. Secure payment; verify and adjust billing. Activate and file room keys. Process all guest requests and relay messages. Print contingency lists to have a record of all guests in case of emergency. Identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest. Follow up on any outstanding requests or problems from the previous day and are resolved. Run and review daily reports/logs. Complete designated cashier and closing reports in the computer system. Accept and record wake-up call requests and deliver to appropriate department. Count bank at beginning and end of shift; secure bank. Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change. Notify Loss Prevention/Security of any guest reports of theft.
Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
About this role
At The Ritz-Carlton's Nashville property, this role sits at the operational heart of the front desk. You'll manage the full cycle of guest interactions—from check-in and checkout through room assignments, payment processing, and handling special requests—while maintaining the detailed records and financial accuracy the hotel requires. The work involves constant communication: welcoming guests warmly, fielding phone calls, relaying messages to other departments, and following up on any issues from previous shifts. You'll also handle cash and multiple payment types, run daily reports, and coordinate with security when needed.
The position demands strong organizational skills, attention to detail, and comfort with both people and systems. You'll be on your feet for extended periods, managing competing priorities while staying composed and professional. Guest service is central—anticipating needs, explaining room features and amenities, providing local information, and delivering the genuine hospitality Ritz-Carlton is known for. This is a full-time, in-office role suited to someone who thrives in a structured, fast-paced hotel environment and takes pride in accuracy and guest satisfaction.
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Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Guest Services Specialist postings in Nashville, and analyze any offer before you accept it.
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