Moodynational
Guest Services Manager
Moodynational, Nashville, Tennessee, United States,
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 excellence! We offer competitive pay, and a fun, challenging work environment. This position is full time / paid hourly and offers an excellent benefits package.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.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.Assist with some of the accounting functions of the front office, guest room inspections and guest complimentary services as needed.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 responsibilities as required.Oversee operations of hotel Gift Shop.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 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 organizational and 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.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 and involves frequent standing.Qualifications
Skills
Required
Leadership
AdvancedPreferred
Customer Service
AdvancedBehaviors
Preferred
Dedicated
Dedicated:
Devoted to a task or purpose with loyalty or integrity.Team Player
Team Player:
Works well as a member of a group.Motivations
Preferred
Growth Opportunities
Growth Opportunities:
Inspired to perform well by the chance to take on more responsibility.Ability to Make an Impact
Ability to Make an Impact:
Inspired to perform well by the ability to contribute to the success of a project or the organization.Education
Required
High School Diploma / GED or better.Preferred
Bachelor of Arts or better in Hospitality and Resort Management.
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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 excellence! We offer competitive pay, and a fun, challenging work environment. This position is full time / paid hourly and offers an excellent benefits package.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.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.Assist with some of the accounting functions of the front office, guest room inspections and guest complimentary services as needed.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 responsibilities as required.Oversee operations of hotel Gift Shop.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 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 organizational and 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.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 and involves frequent standing.Qualifications
Skills
Required
Leadership
AdvancedPreferred
Customer Service
AdvancedBehaviors
Preferred
Dedicated
Dedicated:
Devoted to a task or purpose with loyalty or integrity.Team Player
Team Player:
Works well as a member of a group.Motivations
Preferred
Growth Opportunities
Growth Opportunities:
Inspired to perform well by the chance to take on more responsibility.Ability to Make an Impact
Ability to Make an Impact:
Inspired to perform well by the ability to contribute to the success of a project or the organization.Education
Required
High School Diploma / GED or better.Preferred
Bachelor of Arts or better in Hospitality and Resort Management.
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