Guest Services Supervisor

Job Description

Welcome to Conrad Nashville. We offer luxurious accommodations and exceptional service in the ever-evolving Nashville hospitality industry. Join our dynamic team, learn and grow in a culture of collaboration. Our priority is your well-being, which is why we offer competitive compensation packages, healthcare insurance, 401k plans, and team member discounts. Living and working in Nashville provides access to diverse cultural attractions, entertainment venues and culinary experiences. At Conrad Nashville, you can make a positive impact and be part of a world-class hospitality brand. Join us and discover all that we have to offer.

Job Summary

Front Office is the face of the team, you ensure that all our guests are greeted by a well-trained, highly motivated team handling all guests with the utmost care. As a supervisor show accurate attention to detail and a pro-active service approach to our team and guests at all times. A Sound experience tells when to let the team fly and when to surface and guide. Under your careful watch, the day runs smoothly. Overseeing the operation for Front desk allowing the team to ensure we exceed expectations. This role will contribute to the organization as an active business partner that is responsible for supporting the company’s goals, objectives, vision, and values of Conrad Nashville.

Job Duties

• Daily overseeing the smooth operation of the Front Office & PBX, to ensure efficient arrival & departure experience and impeccable guest care, helping to exceed Forbes service levels. Follows and offers a consistent authentic delivery of Forbes Service guidelines for excellence, while maintaining all standards throughout the hotel for team delivery in line with Forbes Service of Excellence 
• Attend to guest and group special needs and solve any guest concerns with confident, style & grace, being that first line of support for the team in offering assistance in a number of occasions
• Keeping a pulse on daily revenues, offering all upsell opportunities, ensuring all revenue is posted accurately
• Skillfully managing team members in the Front Office & PBX teams by creating an environment where motivated people want to join, learn, do their best, and advance. Lead a diverse team by modeling the way, by empowering, and coaching throughout the employment lifecycle.
• In conjunction with the operations team, Co-ordinate VIPs, room assignments, greet them, register, and escort them to their rooms, according to set standards and farewell departing VIPs.
• Lead by example, support the department operation and provide direct elevated service to guests as needed. Co-ordinate & oversee the complete preparation of all associated services for the arrival & farewell of our guests to exceed all expectations.
• Assists in creating, implementing, and executing department training, recruiting, and innovative pre-shifts.  Ensure all front office & guest services teams are aware of any events within the hotel and local area
• Ensure all guest needs are given immediately attention, complaints are accepted, recorded, and followed up accordingly to standards, showing good listening skills with the ability to resolve concerns in a proactive manner.
• Ensure consistently high standards of presentation are maintained for all departments
• Via all appropriate web sites, communicate with guests and team members both verbally and in writing to answer questions and provide clear direction in advising and instructing team work details, from pre-planning and departure billing questions, answering all SALT and reviews in a positive manner.
• Organize, conduct and/or attend meetings to obtain and disseminate pertinent information, complete checklists, analysis of data to ensure improvements for guest service at every opportunity.
• Ability to read, write, speak and understand the English language to communicate with guests and team members. Understands Conrad SOP & Brand performance of importance of Honors & enrollments
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts, to ensure everyone works in a safe and secure environment
• Plan timely arrival / in house / departure experiences via 3rd party sites (to include yet not limited to: KIPSU / QUORE / Tru Tour)
• Demonstrates Conrad Nashville product knowledge including room layouts and views and able to offer guest suggestions for local entertainment in Nashville
• Comply with all Conrad Nashville & Hilton systems and procedures including credit / cash handling / revenue / expenses / safety & security / upgrades and all operational POS systems & hotel technology. Must possess the ability to post and balance large amounts of charges efficiently and accurately
• Participate and support all Hilton brand programs via monthly FO webinar and The Lobby FO support pages
• Remain calm and alert especially during emergency situations and heavy hotel activity.
• Plan and implement detailed steps by using experienced judgement and discretion.

Education and Experience

• Minimum of two (2) years’ experience in customer service
• Two (2) years of hotel supervisory experience
• Advanced skills in Word, Excel, PowerPoint, OnQ, and Outlook; daily use of nearly all programs will occur
• Proven interpersonal skills with a track record of successful guest interaction
• Able to negotiate, organize, delegate & work under pressure with attention to detail & a high level of creativity

Skills & Abilities

• Luxury hotel experience strongly preferred
• Knowledge of Hilton OnQ systems preferred

Physical Requirements

• Position requires walking and giving direction most of the working day. Must be able to stand and walk for 8 hours a day. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability, and visual activity.
• Must be able to lift up to 25 lbs. on a regular and continuing basis.
• Must be flexible to work any day of the week, weekends, and holidays if assigned.
• All team members must maintain a neat, professional, clean and well-groomed appearance.

Benefits:

• 401k after 90 days, fully vested, company match to 4%
• Medical (3 plan choices)
• Dental (2 Plan choices)
• Vision
• Employee Assistance Program (EAP)
• Flexible Spending Account (FSA)
• Paid Time Off 
• Hilton Honors Team Member Discounts
• Northwood Hospitality Discounts 

EEO and ADA Statements

Conrad Nashville is an Equal Opportunity Employer. We support and encourage diversity in the workplace.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.