Guest Services Manager - Hourly - Nashville, TN

Function: Rooms
Location: Nashville, TN Nashville, TN, Nashville, TN US
Date posted: 14 Jun 2018
Type: Experienced
Full-time
Job number: 29858
Description

Job Profile Summary:

Responsible for ensuring guest satisfaction and product quality standards are met in accordance with Company and Brand standards.  Develop and achieve a friendly atmosphere of superior guest service and product quality.  Orient and train front desk staff in departmental roles and functions.  Displays exemplary performance for staff to follow. Responsible for the short and long-term planning and daily operation of the front office and related areas. Maintain professionalism at all times.  Possess technical knowledge and aptitude.

Essential Responsibilities and Duties include the following - Other Duties May Be Assigned:

  • Adhere to Platinum Management Services, LLC. and Brand specific standards.
  • Comply with all applicable federal, state and local laws and ordinances as they apply to the property, guests and associates.
  • Adhere to safety and emergency procedures and policies (i.e. evacuation, first aid, etc.) to include removing all safety hazards.
  • Promote the property through goodwill, courtesy and a positive attitude.
  • Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.
  • Respond to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Use suggestive selling techniques to sell room nights, increase occupancy and revenue.
  • Maintain current knowledge of local area, attractions and events.
  • Prepare work schedules to efficiently handle business volume.
  • Monitor departmental personnel hours worked to prevent overtime.
  • A major portion of the workday will be spent working the front desk.
  • Be proficient in all front desk and guest service operations.
  • Act as a liaison between the front desk department and all other departments.
  • Recruit, train and provide career development for front desk personnel.
  • Work with management in maximizing revenues, controlling payroll and department expenses within budgeted guidelines.
  • Cross Check all billing instructions are correctly updated
  • Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
  • Ensure Front office log book and hotel log book is always updated and acted upon.
  • Identify, create and provide daily/weekly and monthly occupancy, ADR and forecast reports to management.
  • Responsible for the accounts receivable (inclusive of guest ledger, direct billing, collection activity and balance of the receivables).
  • Perform interviews and contribute to hiring decision of department staff.
  • Work closely with management to ensure that the communication among all departments is frequent and clear.
  • Prioritize and resolve escalated customer concerns and complaints.
  • Conduct frequent inspections of guestrooms and public areas to ensure quality in all areas.
  • Stock, oversee inventory control, and profitability of the pantry/suite/gift shop.
  • Fulfill Manager of Duty responsibilities as required.
  • Verify monies taken in against PMS reports, record appropriate transactions daily.
  • Keep company business including but not limited to, financials, personnel, guest and customer data strictly confidential.

Qualifications & Requirements:

  • Proficient with current technologies and software inclusive of business applications OnQ PMS, POS, MICROS (ERP a+) etc.
  • Professional appearance and grooming must be adhered to at all times.
  • Ability to attain and maintain ServSafe/Food handler/Server permit for Food and Beverage preparation and serving. Beverages may be inclusive of alcohol - location specific.
  • Excellent verbal and communication skills required.
  • Proficient in English, Bi-lingual a plus.
  • Ability to attend and complete Company and Brand training. Travel may be required.Less than 20%
  • Self-starter with effective leadership skills.
  • Have an outgoing personality.
  • Maintain professionalism at all times.
  • Work a flexible schedule.
  • Be organized and work well in a fast-paced team environment.
  • Stand for an extended period of time.
  • Move, lift, carry, push, pull, and place object weighing less than or equal to 20 pounds without Reach overhead and below the knees, including bending, twisting, pulling and stooping.
  • Clean Motor Vehicle Report (MVR) in order to drive property transportation vehicle.
  • Brand Certifications preferred.
  • Two years' experience in customer service.
  • 2 years hospitality experience preferred. Hilton experience a plus.
  • High School Diploma required; College Degree is preferred.

** To perform this job successfully, an individual must be able to perform duties and meet requirements satisfactorily.


Hilton Garden Inn Nashville Airport

Guest Services Manager - Hourly - Nashville, TN

Job Profile Summary:

Responsible for ensuring guest satisfaction and product quality standards are met in accordance with Company and Brand standards.  Develop and achieve a friendly atmosphere of superior guest service and product quality.  Orient and train front desk staff in departmental roles and functions.  Displays exemplary performance for staff to follow. Responsible for the short and long-term planning and daily operation of the front office and related areas. Maintain professionalism at all times.  Possess technical knowledge and aptitude.

Essential Responsibilities and Duties include the following - Other Duties May Be Assigned:

  • Adhere to Platinum Management Services, LLC. and Brand specific standards.
  • Comply with all applicable federal, state and local laws and ordinances as they apply to the property, guests and associates.
  • Adhere to safety and emergency procedures and policies (i.e. evacuation, first aid, etc.) to include removing all safety hazards.
  • Promote the property through goodwill, courtesy and a positive attitude.
  • Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.
  • Respond to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Use suggestive selling techniques to sell room nights, increase occupancy and revenue.
  • Maintain current knowledge of local area, attractions and events.
  • Prepare work schedules to efficiently handle business volume.
  • Monitor departmental personnel hours worked to prevent overtime.
  • A major portion of the workday will be spent working the front desk.
  • Be proficient in all front desk and guest service operations.
  • Act as a liaison between the front desk department and all other departments.
  • Recruit, train and provide career development for front desk personnel.
  • Work with management in maximizing revenues, controlling payroll and department expenses within budgeted guidelines.
  • Cross Check all billing instructions are correctly updated
  • Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
  • Ensure Front office log book and hotel log book is always updated and acted upon.
  • Identify, create and provide daily/weekly and monthly occupancy, ADR and forecast reports to management.
  • Responsible for the accounts receivable (inclusive of guest ledger, direct billing, collection activity and balance of the receivables).
  • Perform interviews and contribute to hiring decision of department staff.
  • Work closely with management to ensure that the communication among all departments is frequent and clear.
  • Prioritize and resolve escalated customer concerns and complaints.
  • Conduct frequent inspections of guestrooms and public areas to ensure quality in all areas.
  • Stock, oversee inventory control, and profitability of the pantry/suite/gift shop.
  • Fulfill Manager of Duty responsibilities as required.
  • Verify monies taken in against PMS reports, record appropriate transactions daily.
  • Keep company business including but not limited to, financials, personnel, guest and customer data strictly confidential.

Qualifications & Requirements:

  • Proficient with current technologies and software inclusive of business applications OnQ PMS, POS, MICROS (ERP a+) etc.
  • Professional appearance and grooming must be adhered to at all times.
  • Ability to attain and maintain ServSafe/Food handler/Server permit for Food and Beverage preparation and serving. Beverages may be inclusive of alcohol - location specific.
  • Excellent verbal and communication skills required.
  • Proficient in English, Bi-lingual a plus.
  • Ability to attend and complete Company and Brand training. Travel may be required.Less than 20%
  • Self-starter with effective leadership skills.
  • Have an outgoing personality.
  • Maintain professionalism at all times.
  • Work a flexible schedule.
  • Be organized and work well in a fast-paced team environment.
  • Stand for an extended period of time.
  • Move, lift, carry, push, pull, and place object weighing less than or equal to 20 pounds without Reach overhead and below the knees, including bending, twisting, pulling and stooping.
  • Clean Motor Vehicle Report (MVR) in order to drive property transportation vehicle.
  • Brand Certifications preferred.
  • Two years' experience in customer service.
  • 2 years hospitality experience preferred. Hilton experience a plus.
  • High School Diploma required; College Degree is preferred.

** To perform this job successfully, an individual must be able to perform duties and meet requirements satisfactorily.

Job Details

Reference # 29858
Posted on 14 Jun 2018
Closes on 14 Jul 2018 06:36
Property name
Location(s) Nashville, TN
City Name
Department Rooms
Career level Experienced
Hours/Status Full-time
Pay range ($low)
Pay range ($high)
Bonuses No
Benefits
More details (document)
Link for schema : https://inntrack.snaphire.com/jobdetails?jobmc=29858GOOGLE
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