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    Guest Services Manager - Nashville, United States - Moody

    Moody
    Moody Nashville, United States

    1 week ago

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    Description

    Are you a seasoned desk clerk ready for your next move?Do you have Hilton systems experience? The Embassy Suites Nashville at Vanderbilt, managed by Moody National Hospitality Management, is looking for a Guest Service Manager to assist in leading our front desk teams to excellenceWe offer competitive pay,and a fun, challenging work environment.


    The Guest Service Manager leads all Front Office operations to achieve high levels of customer satisfaction by providing quality service, and comply with corporate/brand policies and procedures while meeting/exceeding financial goals.


    Essential Functions:

    Manage Front Office staff effectively:

    schedule, train, coach, counsel, and conduct performance reviews; resolve problems; provide thorough communications, discipline and recommend terminations of employment as necessary.


    • As necessary conduct Front Desk activities; check guests in and out efficiently and courteously; respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.
    • Pre-register, block reservations and take same-day reservations following hotel rate structures, discounts, and sell strategies; cancel reservations according to procedures.
    • Respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.
    • Implement Company/Brand programs to achieve service quality goals, while ensuring compliance with all specified policies and procedures; communicate with sales staff to define and implement sales strategies for improving occupancy levels and revenues.
    • Prepare forecasts and reports as directed; implement and monitor results to budget projections; develop recommendations for minimizing expenses and maximizing revenue.
    • Monitor and maintain the Front Office systems and equipment to ensure optimum performance; report issues as necessary.
    • Prepare and submit travel agent commission reports, third party reports, brand frequent traveler program points and other reports requested by management.
    • Order supplies as needed to provide quality customer service.
    • May temporarily assume Assistant General Manager, or General Manager, responsibilities as required.
    • May oversee operations of hotel Gift Shop and hotel Business Center.
    • Other duties as assigned by management.

    Supervisory Responsibility:

    • Supervises Front Desk Leads, Front Desk Clerks and Night Auditors

    Job Specifications:

    • Solid working knowledge of related company and brand policies, procedures, and services; general knowledge of other departments in the hotel, including a good understanding of basic operations and functions of all other departments and emergency systems, policies and procedures.
    • Good understanding of revenue management policies and practices and excellent proficiency in the property's revenue management computer program.
    • Good management/supervisory skills.
    • Excellent interpersonal and written/verbal communication skills.
    • Excellent proficiency with Front Desk computer systems; intermediate proficiency with Word, Excel, and MS Outlook.
    • Excellent command of the English language; second language proficiency desirable. Excellent interpersonal, written/verbal communication and telephone etiquette skills.
    • Excellent time management skills and ability to multi-task and prioritize work
    • Exceptional problem solving skills
    • Ability to maintain customer focus
    • Excellent organizationaland planning skills
    • Ability to work well in a team environment
    • Ability to follow corporate standards and procedures

    Education and Experience:

    • Undergraduate degree in business, hospitality, or related field or equivalent combination of education &experience.
    • 2+ years of experience as Front Office Manager/Supervisor in an equivalent hotel. Minimum training required per year as assigned by the company
    • Any additional training required by manager

    Work Environment:

    • This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
    • Work days and work hours may vary depending on property needs.
    • This position works indoors.
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